Document Details

Document Type : Thesis 
Document Title :
FUZZY-BASED IT SERVICES EVALUATION MODEL FOR ITIL
نموذج لتقييم خدمات تقنية المعلومات مبني على المنطق الضبابي لمكتبة البنية التحتية لتقنية المعلومات
 
Subject : Faculty of Computing and Information Technology 
Document Language : Arabic 
Abstract : Information Technology Infrastructure Library (ITIL) is the most popular framework to apply IT Service Management (ITSM). Organizations apply such framework in order to create value and being aligned to business. Performance measurements used to monitor and evaluate ITIL implemented processes to ensure being in track and eventually realizing benefits. Current approaches use technical metrics to measure performance as they are easy to be understood by IT staff and usually directly measured. Business experience is not reflected into the picture. Furthermore, 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 I 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 (measuring dissimilar parameter) is introduced. A case study is presented to illustrate how the proposed model works. 
Supervisor : Dr. Mahmoud Kamel 
Thesis Type : Master Thesis 
Publishing Year : 1440 AH
2018 AD 
Co-Supervisor : Dr. Mostafa Saleh 
Added Date : Sunday, November 11, 2018 

Researchers

Researcher Name (Arabic)Researcher Name (English)Researcher TypeDr GradeEmail
محمد عبدالله الفرحانAlfarhan, Mohammed AbdullahResearcherMaster 

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