© 2018

Improving Service Level Engineering

An Intuitionistic Fuzzy Approach

  • Presents a method to analyze the impact of service failures in multi-layered IT service delivery models

  • Introduces a concept for a fuzzy method-based service-level engineering

  • Provides several use cases for the application of fuzzy methods in IT service level management


Part of the Fuzzy Management Methods book series (FMM)

Table of contents

  1. Front Matter
    Pages i-xxv
  2. SLA Dependency Mapping: Towards a Gradual and Bi-polar Concept

    1. Front Matter
      Pages 9-9
    2. Roland Schütze
      Pages 25-44
  3. Intuitionistic Fuzzy Service Failure Impact Analysis (IFSFIA)

    1. Front Matter
      Pages 71-71
    2. Roland Schütze
      Pages 73-108
    3. Roland Schütze
      Pages 109-126
  4. Towards ‘Business and IT’ Aligned Service Level Engineering

    1. Front Matter
      Pages 127-127
    2. Roland Schütze
      Pages 145-174
    3. Roland Schütze
      Pages 175-192
  5. Back Matter
    Pages 193-195

About this book


This book examines how fuzzy methods can be employed to manage service levels in business and IT alignment. It starts by mapping the dependencies of service level agreements, coming up with gradual and bi-polar concepts to eventually classify the level of coupling by intuitionistic fuzzy sets. The second part presents an approach to analyze the impact of service failures using intuitionistic fuzzy methods (IFSFIA). Lastly, the third part of the book extends the concept towards business and IT-aligned service-level engineering and provides two use cases.


SLA dependency mapping bipolar assessment IT service management service level agreement fuzzy dependency couplings intuitionistic operations automated information assimilation fuzzy-mathematical operations business impact assessment service level agreement SLA

Authors and affiliations

  1. 1.Department of InformaticsUniversity of Fribourg, Department of InformaticsFribourgSwitzerland

About the authors

Dr. Roland Schütze is a researcher in the Department of Informatics at University of Fribourg, Switzerland. His research interest is focused on fuzzy management methods and service level management.

Bibliographic information

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