Assessing the non-technical service aspects by using fuzzy methods

Abstract

The growing expectations for service-oriented applications tailored to the customers needs comprise a definition of the service contract documents, for both, technical and non-technical service elements. The usage of the fuzzy methods and techniques allows for the customized prearrangement of such application systems, which could be developed at the costs of the standard software. In the paper the concepts associated with a service-oriented design of non-technical service aspects especially appropriate for the fuzzy description of them as the requirements destined for Service Level Agreements SLAs, are introduced. The proposed approach is demonstrated on the example of a service accessibility requirement, an important component of a contracted SLA. © 2008 Springer-Verlag Berlin Heidelberg.