The Use of Fuzzy Cognitive Maps in Analyzing and Implementation of ITIL Processes
Information Technology Infrastructure Library (ITIL) is series of best practices that helps Information technology Organizations to provide Information technology (IT) services for their customers with better performances and quality. This article is looking for a way to implement ITIL in an organization and also using Fuzzy Cognitive Maps (FCM) to model the problem for better understanding of environment. ITIL helps to improve the performance of IT services in order to gain business objectives and Fuzzy Cognitive Maps will help to model the problem of needing ITIL processes for those objectives. First, it defines the concept of FCM and ITIL in two separate sections and then, it will describe the relationship and the way that FCM helps to implement ITIL. The paper will measure the cost of service support that is depended on the metrics like changes Authorization Degree, Process Oriented activities degree, Response time and Interrupt time.
This paper will be used as a part of gap analyzes step in implementing ITIL in each organizations.
Keywords: Fuzzy Logic (FL), Fuzzy Cognitive Maps (FCM), Fuzzy Relational Maps (FRM), Information Technology (IT), Information Technology Infrastructure Library (ITIL)
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ABOUT THE AUTHORS
Hamid Zarrazvand
Hamid Zarrazvand Graduated in Bsc from Islamic Azad University of South Tehran branch in computer engineering (Software programming trend) 2004 - 2008, and received his ITIL foundation Certified from Exin 2009 and SEP Sesam Administration Certified from SEP Co 2010.Also, He passed PMI (base on project management body of knowledge) Courses and ITIL Courses at Fanpardaz Institute of Tehran in 2009 and 7-year of work experience in the field of design and implementing Datacenters, Implementing ITIL, COBIT, ISMS for organizations. Moreover, Hamid is specialists in Software programming (ITIL Tools, Office Automations, ERPs and Web applications) in j2se-j2ee-.net framework 3.5,4 and project management.
Mohammad Shojafar
Mohammad Shojafar Received His Bsc in Computer Engineering-Software major Iran University Science and Technology, Tehran, Iran (2001-2006) and Msc in Qazvin Islamic Azad University, Qazvin, Iran (2007-2010). Mohammad is Specialist in Network Programming in Sensor field, Specialist in Distributed and cluster computing (Grid Computing and P2P Computing) , and AI algorithms (PSO, Learning Automata, GA). He is the member of Mechatronics Research Laboratory (MRL) in Iran and Reviewer of International Association of Computer Science and Information Technology (IACSIT) Conference Series and Journal of supercomputing (Springer). He published one Journal in IEEE, one journal in Elsevier, one in JACR, 6 papers in IEEE, and 2 papers in WORLDCOMP Conferences Series held in USA. Mohammad is a Lecturer in Payamnour University in Iran and Analyses and programmer in Exploration Directorate in N .I.O.C Iran now.
Hamid Zarrazvand
Hamid Zarrazvand Graduated in Bsc from Islamic Azad University of South Tehran branch in computer engineering (Software programming trend) 2004 - 2008, and received his ITIL foundation Certified from Exin 2009 and SEP Sesam Administration Certified from SEP Co 2010.Also, He passed PMI (base on project management body of knowledge) Courses and ITIL Courses at Fanpardaz Institute of Tehran in 2009 and 7-year of work experience in the field of design and implementing Datacenters, Implementing ITIL, COBIT, ISMS for organizations. Moreover, Hamid is specialists in Software programming (ITIL Tools, Office Automations, ERPs and Web applications) in j2se-j2ee-.net framework 3.5,4 and project management.
Mohammad Shojafar
Mohammad Shojafar Received His Bsc in Computer Engineering-Software major Iran University Science and Technology, Tehran, Iran (2001-2006) and Msc in Qazvin Islamic Azad University, Qazvin, Iran (2007-2010). Mohammad is Specialist in Network Programming in Sensor field, Specialist in Distributed and cluster computing (Grid Computing and P2P Computing) , and AI algorithms (PSO, Learning Automata, GA). He is the member of Mechatronics Research Laboratory (MRL) in Iran and Reviewer of International Association of Computer Science and Information Technology (IACSIT) Conference Series and Journal of supercomputing (Springer). He published one Journal in IEEE, one journal in Elsevier, one in JACR, 6 papers in IEEE, and 2 papers in WORLDCOMP Conferences Series held in USA. Mohammad is a Lecturer in Payamnour University in Iran and Analyses and programmer in Exploration Directorate in N .I.O.C Iran now.
