Improving Service Level Engineering

This book examines how fuzzy methods can be employed to manage service levels in business and IT alignment. It starts by mapping the dependencies of service level agreements, coming up with gradual and bi-polar concepts to eventually classify the level of coupling by intuitionistic fuzzy sets. The second part presents an approach to analyze the impact of service failures using intuitionistic fuzzy methods (IFSFIA). Lastly, the third part of the book extends the concept towards business and IT-aligned service-level engineering and provides two use cases.

Presents a method to analyze the impact of service failures in multi-layered IT service delivery models Introduces a concept for a fuzzy method-based service-level engineering Provides several use cases for the application of fuzzy methods in IT service level management

Auteur
Dr. Roland Schütze is a researcher in the Department of Informatics at University of Fribourg, Switzerland. His research interest is focused on fuzzy management methods and service level management.

Contenu
Business and IT Alignment - A fuzzy Challenge.- Part I: SLA Dependency Mapping.- Towards a Gradual and Bi-Polar Concept.- Part II: Intuitionistic Fuzzy Service Failure Impact Analysis (IFSFIA).- Part III: Towards 'Business and IT' Aligned Service Level Engineering.