期刊名称：International Journal of Computer Trends and Technology
电子版ISSN：2231-2803
出版年度：2018
卷号：57
期号：1
页码：35-43
DOI：10.14445/22312803/IJCTT-V57P107
出版社：Seventh Sense Research Group
摘要：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.
关键词：IT Service Management; ServiceMeasurement; ITIL; Continual Service Improvement; Fuzzy Logic; fusion by priority.
Loading...
