**4. Research modeling and finding**

#### **4.1 Identify effective factors on the availability of IT services in office automation**

The automation systems of the organization are evaluated based on availability for the user at normal and critical times, due to the service failure time. In calculating the availability metric for the above service, six main variables are defined as output for this service. Each of these outputs has different factors to check availability. Because these outputs were not measurable in organizations alone, their factors that contributed to its measurement searched for and evaluated for each of them.

**109**

*ANFIS to Quantify Maintenance Cost of IT Services in Telecommunication Company*

We discussed six main and effective variables on the measurement of the availability of information technology services (**Table 1**). ANFIS modeling with six below major variables with the abbreviations marked in front of them was written

These six major variables of research on information technology services were found and analyzed on automation services. Each of the six main variables has several sub-elements or indicators in collecting data and analyzing them. These indicators are events that assess the level of service availability from the point of view of definite time or out of service. The events from the point of view of failure and the number of endings in weekly periods are examined to predict the variable availability according to the time expected for the operation

In the second modeling, ANFIS is used to predict the costs of maintenance of office automation service over a specific time by consideration of the fixed maintenance costs and the costs of the failure of the service, and the parameters obtained from the accessibility of the services in the first model weekly for these services were taught by the model. Given the importance of some indicators in measuring cost of service failure, the amount of these factors was determined and included in

 *+ Third variable failure cost + Fourth variable failure cost*

*(cost) = f(lost time (ACS1 + ACS2 + ACS3 + ACS4 + ACS5 + ACS6)) + fix cost*

Although the maintenance cost represents a very small percentage of the company's revenue, the software and service failure rate, due to the amount of defects

*<sup>+</sup> Fifth variable failure cost <sup>+</sup> Sixth failure cost*} **<sup>+</sup>** {*Cost of fixed maintenance*}

*Cost* **=** {*First variable failure cost + Second variable failure cost*

**4.3 ANFIS to estimate maintenance costs for office automation**

*DOI: http://dx.doi.org/10.5772/intechopen.82827*

**4.2 Find elements affecting the output**

*Component of availability of IT services.*

in the research. It consists of six elements:

of a system (AST).

**Table 1.**

the cost factor.

*ANFIS to Quantify Maintenance Cost of IT Services in Telecommunication Company DOI: http://dx.doi.org/10.5772/intechopen.82827*


#### **Table 1.**

*Maintenance Management*

*3.1.6 Turnaround time availability*

type of service being studied (**Figure 1**).

**4. Research modeling and finding**

user's side.

**Figure 1.** *Workflow diagram.*

**3.2 Method**

The amount of time spent to do a specific request. The turnaround time is total time between sending a program, a processor, to a complete output for the client and the user. And sometimes it may return to the total time required to complete a process. And it can provide the expected output to the user after the program execution. An indicator turnaround time is used to evaluate the operating system programming algorithm. Here is the period of time a request is executed from the

Adaptive neuro-fuzzy inference system (ANFIS) has been used to determine the

quantity of automation ACS services by finding their indicators in the organization. Indicator data are derived from the available data in an effective organization, which finds the parameters of these indicators in measuring the level of service availability. And in each organization, there are different indicators based on the

**4.1 Identify effective factors on the availability of IT services in office automation**

The automation systems of the organization are evaluated based on availability for the user at normal and critical times, due to the service failure time. In calculating the availability metric for the above service, six main variables are defined as output for this service. Each of these outputs has different factors to check availability. Because these outputs were not measurable in organizations alone, their factors that contributed to its measurement searched for and evaluated for each of them.

**108**

*Component of availability of IT services.*

#### **4.2 Find elements affecting the output**

We discussed six main and effective variables on the measurement of the availability of information technology services (**Table 1**). ANFIS modeling with six below major variables with the abbreviations marked in front of them was written in the research. It consists of six elements:

These six major variables of research on information technology services were found and analyzed on automation services. Each of the six main variables has several sub-elements or indicators in collecting data and analyzing them. These indicators are events that assess the level of service availability from the point of view of definite time or out of service. The events from the point of view of failure and the number of endings in weekly periods are examined to predict the variable availability according to the time expected for the operation of a system (AST).

#### **4.3 ANFIS to estimate maintenance costs for office automation**

In the second modeling, ANFIS is used to predict the costs of maintenance of office automation service over a specific time by consideration of the fixed maintenance costs and the costs of the failure of the service, and the parameters obtained from the accessibility of the services in the first model weekly for these services were taught by the model. Given the importance of some indicators in measuring cost of service failure, the amount of these factors was determined and included in the cost factor.

*Cost* **=** {*First variable failure cost + Second variable failure cost + Third variable failure cost + Fourth variable failure cost <sup>+</sup> Fifth variable failure cost <sup>+</sup> Sixth failure cost*} **<sup>+</sup>** {*Cost of fixed maintenance*}

*(cost) = f(lost time (ACS1 + ACS2 + ACS3 + ACS4 + ACS5 + ACS6)) + fix cost*

Although the maintenance cost represents a very small percentage of the company's revenue, the software and service failure rate, due to the amount of defects


**Table 2.**

*Output table of the model in four times of testing.*

at intervals, and the decrease and drop in speed, have a great effect on increasing the cost of maintenance in the organization studied leading to more work hours and replacing faulty components and increasing the time of support contracts to minimize the criticality in the service data shown in (**Table 2**).
