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IT Service Quality Management Based on Fuzzy Logic

nowadays business cannot survive without integration with information technologies. That is why there is an emerging need in implementation and provisioning of IT services to end users and corporate users. However, with information technologies used business faces new challenges like appropriate and instant reaction to faults in process of provisioning of those services. That is why it is important to have automation tools for intelligent maintenance of service quality. This need is explained by the tight connection between resources required for providing services and their quality. In this paper, methods for quality evaluation and quality management were proposed. Quality evaluation according to proposed method works through the neural network classifier and management method uses fuzzy logic as a background framework. Experimental results have proved performance of the method.