Keynote Speakers -- More Research Is Indeed Needed in E-commerce; Where Were Business Academicians When We Needed Them? -- Cool to Critical: Managing Web Services Now -- Panel Session -- Enforcing QoS: Myth or Reality? -- Managing Quality of Service -- Modeling of Service-Level Agreements for Composed Services -- The Architecture of NG-MON: A Passive Network Monitoring System for High-Speed IP Networks1 -- Automated SLA Monitoring for Web Services -- Optimizing Quality of Service Using Fuzzy Control -- Measuring Qualit of Service -- Interaction Translation Methods for XML/SNMP Gateway -- Measuring Application Response Times with the CIM Metrics Model -- Quality Aspects in IT Service Management -- Service Architectures -- Replication and Notification Management in a Knowledge Delivery Network -- Delivering Service Adaptation with 3G Technology -- Remote Code Browsing, a Network Based Computation Utility -- Policy and Process -- Performance Study of COPS over TLS and IPsec Secure Session -- A Criteria Catalog Based Methodology for Analyzing Service Management Processes -- A Comparative Study of Policy Specification Languages for Secure Distributed Applications -- Fault Analysis -- Two Dimensional Time-Series for Anomaly Detection and Regulation in Adaptive Systems -- A Hot-Failover State Machine for Gateway Services and Its Application to a Linux Firewall -- Distributed Fault Localization in Hierarchically Routed Networks.