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Imprecision and Uncertainty in Information Representation and Processing pp 249–271Cite as

IT Business Service-Level-Management—An Intuitionistic Fuzzy Approach

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Part of the book series: Studies in Fuzziness and Soft Computing ((STUDFUZZ,volume 332))

Abstract

Bridging from IT-centric service levels, written in IT technical terms, to business-oriented service achievement is a hot topic in today’s service research. The proposed ‘IFSFIA’ methodology will help for Service Level Agreements (SLAs) to relate metrics for business applications into measurable parameters for technical services that can be defined and reported against a SLA and monitored under Service Level Management. It allows assessing the complex dependency and impact relationships of low-level backend components to the quality of the frontend service. This work defines dependency couplings in a practical and feasible manner in order to satisfy aspects of the distributed nature of SLAs in a multi-tier-architectural environment. The concept starts from the idea of naturally approaching impact relationships by separately envisaging positive and negative aspects with the notion of bipolarity. Performing a multi-level impact analysis by means of intuitionistic fuzzy-mathematical models it unveils business insights into how service accounts as a whole can improve quality and allows pro-actively tracking measures of backend components to gather the overall SLA quality status of a business service.

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Acknowledgment

A scientific paper organically evolves from a primeval soup of ideas originating from several individuals past and present. In this light, I thank all who made this paper possible, my first advisor, Andreas Meier, for supporting me to conduct scientific research after years deep in practical service business. Second Boyan Kolev and Ivaylo Ivanov for feeding the great idea how to perform indirect fuzzy dependency calculations and Krassimir Attanassov for inventing the principal concept and mathematical foundation about intuitionistic fuzzy sets.

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Authors and Affiliations

  1. Department of Informatics, University of Fribourg, Fribourg, Switzerland

    Roland Schuetze

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  1. Roland Schuetze
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Correspondence to Roland Schuetze .

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Editors and Affiliations

  1. School of Computing and Communications, Lancaster University Bailrigg, Lancaster, United Kingdom

    Plamen Angelov

  2. Intelligent Systems Laboratory, Prof. Assen Zlatarov University, Bourgas, Bulgaria

    Sotir Sotirov

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Schuetze, R. (2016). IT Business Service-Level-Management—An Intuitionistic Fuzzy Approach. In: Angelov, P., Sotirov, S. (eds) Imprecision and Uncertainty in Information Representation and Processing. Studies in Fuzziness and Soft Computing, vol 332. Springer, Cham. https://doi.org/10.1007/978-3-319-26302-1_16

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  • DOI: https://doi.org/10.1007/978-3-319-26302-1_16

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-26301-4

  • Online ISBN: 978-3-319-26302-1

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