| Title of paper:
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An intuitionistic fuzzy approach for IT service-level-management
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| Author(s):
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| Roland Schütze
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| University of Fribourg, Switzerland
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| roland.schuetze@unifr.ch
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| Presented at:
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19th International Conference on Intuitionistic Fuzzy Sets, 4–6 June 2015, Burgas, Bulgaria
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| Published in:
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"Notes on Intuitionistic Fuzzy Sets", Volume 21, 2015, Number 2, pages 87—98
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| Download:
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 PDF (898 Kb, File info)
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| Abstract:
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Managing the quality of virtualized, distributed and multi-tiered services is a hot topic in today’s service research. IT-centric service levels, written in IT technical terms need to be bridged to business-oriented service achievements. Due to the financial impact of Service Level Agreements (SLAs) there is great research interest in integrated management tools that automatically monitor the performance of multi-tier applications, autonomously warn for arising problems and predict in case of incidents on possible frontend impacts like end-user experience or other business implications. These problems are known as root cause analysis and business impact analysis, respectively. In addition the impact of service levels defined for these technical services on customers' business processes, is difficult to estimate. Thus, it is a major objective to identify SLA’s that directly affect the performance of customers’ business departments. The proposed concept is providing a bridge between business impacts to distributed systems and technical components by defining dependency couplings in a practical and feasible manner in order to satisfy aspects of the distributed and fuzzy nature of SLA dependencies.
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| Keywords:
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Service level, SLA, Business impact, Services quality, Intuitionistic fuzzy sets.
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| AMS Classification:
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03E72, 03E75.
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