Authors : Cerilo B. Rubin, Jr.

Volume/Issue : Volume 11 - 2026, Issue 5 - May

Google Scholar : https://tinyurl.com/mw7b68xp

Scribd : https://tinyurl.com/4f3uf6y5

DOI : https://doi.org/10.38124/ijisrt/26May910

Note : A published paper may take 4-5 working days from the publication date to appear in PlumX Metrics, Semantic Scholar, and ResearchGate.

Abstract : Distributed systems (cloud, microservices, edge) increase operational complexity and reduce centralized visibility, challenging client satisfaction. This integrative literature review synthesizes 2018–2024 peer-reviewed research on distributed service monitoring, service performance, and IT governance. Using Scopus, IEEE Xplore, ACM Digital Library, and SpringerLink, 35 studies were selected. Four themes emerged: (1) evolution from infrastructure monitoring to observability (metrics, logs, traces); (2) architectural patterns for monitoring in microservices; (3) service performance (reliability, responsiveness, availability) as mediator between monitoring and client satisfaction; (4) IT governance as critical enabler translating monitoring data into action. Key gaps include lack of integrated frameworks, limited empirical testing, and underexplored multi-cloud contexts. A conceptual framework linking monitoring architecture, performance mediators, governance, and client satisfaction is proposed. Findings support SDG 9 by promoting resilient digital infrastructure.

Keywords : Distributed Service Monitoring, Client Satisfaction, Observability, IT Governance, Service Performance.

References :

1. Al-Dhuraibi, Y., Paraiso, F., Djarallah, N., & Merle, P. (2020). Microservices in cloud computing: Benefits, challenges, and research directions. IEEE Communications Surveys & Tutorials, 22(1), 438–472.
2. Brunnert, A., van Hoorn, A., Willnecker, F., & Danciu, A. (2022). Evaluating observability for cloud-native applications. IEEE Transactions on Services Computing, 15(4), 2211–2224.
3. De Haes, S., Van Grembergen, W., & Joshi, A. (2021). Enterprise governance of information technology (3rd ed.). Springer.
4. Dragoni, N., Giallorenzo, S., Lafuente, A. L., Mazzara, M., Montesi, F., Mustafin, R., & Safina, L. (2022). Microservices: Yesterday, today, and tomorrow. In Present and ulterior software engineering (pp. 195–216). Springer.
5. Ghosh, R., Naik, V., & Trivedi, K. S. (2023). Monitoring and anomaly detection in distributed cloud systems: A survey. ACM Computing Surveys, 55(8), 1–36.
6. Santos, J. B., Reis, J., & Amorim, M. (2021). Digital service quality and customer satisfaction in technology-enabled services. Journal of Business Research, 134, 102–113.
7. Syed, R., Bandara, W., French, E., & Stewart, G. (2020). Value realization from business analytics: A process-oriented perspective. European Journal of Information Systems, 29(4), 415–432.
8. Wamba, S. F., Queiroz, M. M., & Trinchera, L. (2020). Dynamics between information technology capability and organizational performance. Information Systems Frontiers, 22(3), 675–689.