IT Services Evaluation Model Based on Fuzzylogic
Mohammed Alfarhan, Mahmoud Kamel and Mostafa Saleh "IT Services Evaluation Model Based on Fuzzylogic". International Journal of Computer Trends and Technology (IJCTT) V57(1):35-43, March 2018. ISSN:2231-2803. www.ijcttjournal.org. Published by Seventh Sense Research Group.
Abstract
In IT Service Management (ITSM) environment, current performance measurements approaches usually use technical metrics as they are easy to be understood by IT staff and generally directly measured. Business experience is not reflected into the picture. Also, uncertainty related to importance of an IT service usually unconsidered while it is more applicable when we think of value of IT service or business experience than the certain knowledge and rigid values. In this work we proposed an evaluation model that address the end to end service hence beside the technical metrics accommodates subjective measures and vague uncertainty to quantify true service delivery in a time period. The model is based on the use of triangle fuzzy numbers (TFN) and an equivalent linguistic term. A simple method for aggregating quality metrics is introduced. A case study is presented to illustrate how the proposed model works.
References
[1] Cartlidge A., Hanna A., Rudd C., Macfarlane I., Windebank J., Rance S., An Introductory Overview of ITIL® V3. UK: The UK Chapter of the itSMF, 2007.
[2] Compliance Process Partners LLC, `ITIL®: The Basics`, The APM Group and The Stationery Office 2013, https://www.axelos.com/case-studies-and-white-papers/itilthe- basics-white-paper, 2013.
[3] S. Taylor, G. Case and G. Spalding, Continual Service Improvement. London: Stationery Office, 2007.
[4]A. Lima, J. de Sousa, J. Oliveira, J. Sauve and A. Moura, `Towards business-driven continual service improvement`, 2010 IEEE/IFIP Network Operations and Management Symposium Workshops, 2010.
[5]S. Cronholm and N. Salomonson, `Measures that matters: service quality in IT service management`, International Journal of Quality and Service Sciences, vol. 6, no. 1, pp. 60-76, 2014.
[6]B. McNaughton, P. Ray and L. Lewis, `Designing an evaluation framework for IT service management`, Information & Management, vol. 47, no. 4, pp. 219-225, 2010.
[7] F. Gacenga , A. Cater-Steel, M. Toleman, W-G. Tan. ‘Measuring the Performance of Service Orientated IT Management,’ in Proceedings of SIGSVC Workshop. Sprouts: Working Papers on Information Systems, 11(162) ,2011.
[8]A. Lima, J. de Souza, A. Callado, J. Oliveira, J. Sauve and A. Moura, `A business-driven IT services improvement model`, 12th IFIP/IEEE International Symposium on Integrated Network Management (IM 2011) and Workshops, 2011.
[9] D. Dubois, H. Prade, ‘On the use of aggregation operations in information fusion processes’, Fuzzy Sets and Systems 142, pp. 143–161, 2004.
[10] Lahtela, A. ,Jantti, M. ; Kauko la, J., `Implementing an ITILbased IT Service Management Measurement System`, in Fourth International Conference on Digital Society, St. Maarten, pp. 249 – 254, 2010.
[11] F. Gacenga, `A performance measurement framework for IT service management`, PhD thesis, University of Southern Queensland, Australia, Jul. 2013.
[12]Lima, A., Sauve, J., & Souza, N. ‘Capturing the Quality and Business Value of IT Services Using a Business-Driven Model’ IEEE Transactions on Network and Service Management, 9(4), pp. 421-432, 2012.
[13]Oliveira, J. A., Sauve, J., Moura, A., Queiroz, M., Bartolini, C., & Hickey, M. ‘Value-driven IT service portfolio selection under uncertainty’ 2010 IEEE Network Operations and Management Symposium - NOMS 2010.
[14] D. Dubois, H. Prade, ‘Possibility theory and data fusion in poorly informed environments’, Control Eng. Practice 2(5) pp. 811–823, 1994.
Keywords
IT Service Management,Service Measurement, ITIL, Continual Service Improvement,Fuzzy Logic, fusion by priority.