Reliability metric for information systems based on customer requirements

States that a major problem in dealing with information‐systems reliability is the design of a metric that combines the customer’s needs and preferences with the technical specifications and modular reliability of information systems. Develops one such metric, combining the customer’s requirements and utility with the technical structure of the system. The result is a single metric that can be used for tracking the performance of an information system and as an early signal of the system’s persistent malfunction and low quality of service. This metric can also contribute to the continuous improvement of system reliability by identifying the components whose improved reliability could make the most significant contribution to the overall reliability of the system.