Zusammenfassung
Die Anwendung von akademischen Forschungsmethoden auf praxisorientierte Geschäftsanforderungen bietet wertvolle Instrumente für die Konzeption und Verbesserung von IT Systemen. Das Forschungspapier beinhaltet die Aufstellung und Ausarbeitung von Methodiken des „Reliability Engineerings“ und der Qualitätssicherung im IT Service Management, die mit Hilfe von Fuzzylogik-basierten Modellen erweitert und inhaltlich verbessert werden. Aufgrund der finanziellen Auswirkungen von Verstößen gegen Service Level Agreements (SLAs) in IT Verträgen gibt es ein starkes Interesse an integrierten Management-Tools zur Leistungsüberwachung von mehrstufigen und verteilten-Anwendungen, die autonom vor aufkommenden Verstößen warnen. Intutionistic Fuzzy Sets (IFS) können hier vielseitig eingesetzt werden um eine Brücke zwischen den Geschäftsanforderungen, bzw. deren monetären Auswirkungen und dem technischem IT Service Level Management zu bilden. Die Arbeit adressiert damit die Herausforderung des „Business and IT Alignment“ dessen Aufgabe es ist, effiziente Service Level Vorgaben zur Unterstützung strategischer Geschäftsziele zu definieren. Durch die Berücksichtigung von unscharfen Kopplungen zu Risiken mit Bewertung von potenziellen negativen Auswirkungen auf den Geschäftserfolg wird ein Service Level Engineering unterstützt, das eine Definition von Kosten/Nutzen optimierten Leistungsmetriken ermöglicht.
Abstract
Managing the quality of virtualized and distributed services is a hot topic in today’s service research. 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 technical incidents on possible frontend impacts or expected business implications. In a SLA-aware service composition problem for minimizing cost without compromising the service quality, the impact of service levels defined for technical services on customers’ business processes, is difficult to estimate.
The proposed concept is providing a bridge between business impacts to distributed infrastructure components by defining fuzzy dependency couplings in a practical and feasible manner in order to satisfy the aspects of the fuzzy nature of SLA dependencies. Thus it addresses the “Business- and IT Alignment” challenge to select the cost-optimal Service Level Objective (SLO) and to identify SLA’s that directly affect the performance of the customers’ business departments. The proposed concept applies methods of the Service Level Engineering with a stepwise optimization approach by conducting a two-sided dependency analysis from business to technical layers (and vice versa). Intuitionistic fuzzy-mathematical operations unveil business insights into how service accounts as a whole can improve quality and the proposed approach allows understanding and communicating the true impact of incidents on the business.
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Schütze, R., Fromm, H. Intuitionistic Fuzzy Logic – Anwendungsoptionen im IT Service Management. HMD 55, 566–580 (2018). https://doi.org/10.1365/s40702-017-0384-4
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DOI: https://doi.org/10.1365/s40702-017-0384-4
Schlüsselwörter
- Service Level
- SLA
- Business Impact
- Intuitionistic Fuzzy Set
- Servicequalität
- Business and IT Alignment
- Kopplungen