|Autors: Tsenov, A. K., Ivanov I., Poparova T., Ivanova L., Gadjeva M.|
Title: Fuzzy Evaluation of Service Level Management Metrics
Keywords: Information Technology Infrastructure Library, Service Level Agreement, Service Level Management, Fuzzy logic, Customer Experience
Abstract: SLM (Service Level Management) metrics, according the ITIL (Information Technology Infrastructure Library) framework, are the building blocks of the Service Level Management procedures. These metrics are the quantitative measure of the successful implementation of the SLM by the IT service providers. The evaluation of the whole SLM process is a complex problem that could not be fulfilled in regular way, such visual evaluation, because of the huge amount of process metrics. Moreover these metrics are different by the nature and are measured in different units (%, time, amount etc.) This paper introduces an appropriate fuzzy based approach for evaluating the SLM process metrics.
1. Adeolu O. Dairo(University of Pecs), Kriszti ´an Szűcs(University of Pecs), "Towards Fuzzy Analytics for Digital Video Advertising Campaign Effectiveness and Customer Experience", Korean Institute of Intelligent Systems, INTERNATIONAL JOURNAL of FUZZY LOGIC and INTELLIGENT SYSTEMS, Vol.19, No.4, 2019.12, 332 - 341 (10 pages), SCOPUS, KCI Accredited Journal, DOI : 10.5391/IJFIS.2019.19.4.332 - 2019 - в издания, индексирани в Scopus или Web of Science
Вид: публикация в международен форум