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 coupling by intuitionistic
fuzzy sets. The second part presents an approach to analyze the impact of service failures
using intuitionistic fuzzy methods (IFSFIA). Lastly the third part of the book extends the
concept towards business and IT-aligned service-level engineering and provides two use cases.
