IT Services Evaluation Model Based on Fuzzylogic
||International Journal of Computer Trends and Technology (IJCTT)||
|© 2018 by IJCTT Journal|
|Year of Publication : 2018|
|Authors : Mohammed Alfarhan, Mahmoud Kamel and Mostafa Saleh|
|DOI : 10.14445/22312803/IJCTT-V57P107|
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.
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.
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IT Service Management,Service Measurement, ITIL, Continual Service Improvement,Fuzzy Logic, fusion by priority.