Improving Service Level Engineering An Intuitionistic Fuzzy Approach
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
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Roland Schütze
Improving Service Level Engineering An Intuitionistic Fuzzy Approach
Fuzzy Management Methods
Series editors Andreas Meier, Fribourg, Switzerland Witold Pedrycz, Edmonton, Canada Edy Portmann, Bern, Switzerland
More information about this series at http://www.springer.com/series/11223
Roland Schütze
Improving Service Level Engineering An Intuitionistic Fuzzy Approach
Roland Schütze Department of Informatics University of Fribourg Fribourg, Switzerland
PhD Thesis, University of Fribourg, Switzerland 2016
ISSN 2196-4130 ISSN 2196-4149 (electronic) Fuzzy Management Methods ISBN 978-3-319-59715-7 ISBN 978-3-319-59716-4 (eBook) DOI 10.1007/978-3-319-59716-4 Library of Congress Control Number: 2017944716 © Springer International Publishing AG 2018 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. Printed on acid-free paper This Springer imprint is published by Springer Nature The registered company is Springer International Publishing AG The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
If you drop a frog in a pot of boiling water, it will of course frantically try to clamber out. But if you place it gently in a pot of tepid water and turn the heat on low, it will float there quite placidly. As the water gradually heats up, the frog will sink into a tranquil stupor, exactly like one of us in a hot bath, and before long, with a smile on its face, it will unresistingly allow itself to be boiled to death. Version of the boiling frog anecdote from Daniel Quinn’s The Story of B
For my princesses Juliette and Pascale
Acknowledgements
A scientific paper organically evolves from a primeval soup of ideas originating from several individuals past and present. This thesis grew out of years of practical experiences in projects, always challenging the IT to follow and guide the rapidly changing business needs. In this lig
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