**3. Methodology**

According to the research type, data and research variables from the automation system of one of the state-run companies have been collected over several successive years for evaluating the services and the percentage of estimated costs in the maintenance area. These data are used first to determine the parameters of information technology services and then to the cost variables. This modeling sample is selected with experimental data as the representative of the total available data and allows us to generalize the simulation results to the whole model. The results of this research can be used to develop organizational monitoring systems. Data and information collected by using libraries, databases, the Internet, published article in conferences, scientific and research journals related to information technology systems, interviews with experts of the department of automation maintenance of the organization, observation factors influencing their measurement, the historical data collection of the organization, as well as the information were obtained by the experts error weekly for 1 year.

### **3.1 Introduction of measured variables**

Accessibility is defined as the probability that a system works desirable at any random point of time. In order to make the system always available, various factors make the system out of accessibility, which can be measured the percentage of availability including the definitive system failure with planned reasons, and the other sudden system failure. The downtime of the system should be lowered, or the system will get out of order when it is needed [14–24].

#### *3.1.1 System availability*

Measuring system availability is a growing process that evaluates the behavior of computer systems and the increasing dependence of organizations on the frequent use of operating systems and the emphasis on the design of tolerance. In this study, the measurement of the availability of hardware and software and their effect on

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

the failure of the service has been evaluated. In addition, four effective indicators of

The purpose of this variable is how data is available when stored in a particular way. It is often referred as storage resource through remote storage media. The speed of user's accessibility to the data and its access level in this variable are evaluated. The storage area network (SAN) is a network of external systems that communicates with the data source and network-attached storage (NAS) that stores data through the connection to the data network. Many factors are considered in this variable, including available bandwidth, security and availability level, file system type and access level, hardware and software storage type, and AST assigned to the system administrator. In this model, four effective indicators have been evaluated to measure the availability of data in the event of a malfunction and failure of the

An operational request that can complete and perform the user's job require-

The availability level and quantitative results in each organization vary according to their type of activity. The organization may evaluate the availability of 99% for 87 h per year, but another organization has 99/99% availability for 53 h, in this research the findings evaluated regarding with interviews of the executive directors of organization based on the type of organization approved by the allowed fault per year. Regarding the availability level of backup services, one needs to know what makes an activity work when it's needed at a specific time. As defined by Gartner,

The availability of network resources relates to the timely behavior of a network

and network equipment, that is, when the system is uptime and can work satisfactorily at any point of time, especially when the system is in repair. Accessibility is the key feature to any organization that exchanges vast amounts of data in their databases, and it is important in critical measurements, but it is important for daily operations. Some failures sometimes rise to concerns for network administrators. It may require some changes, but today, in large organizations, backup equipment is needed to reduce the risk of loss. In the studied organization of this research, the existence of backup equipment has reduced the downtime and raised availability of the system in this regard. There are four numbers of indicators measured in this

the level of availability of backup services is related to "decreasing failure."

ments. This measure is used to analyze a general application of request and examines its operational numbers in relation to the ability to perform the required activity. Accessibility of request is part of software monitoring and management by observers to determine the system's ability to send requests for operational requirements. The measurement index in this research is based on the speed of the response of the application, the number of unsuccessful transactions and the responsiveness of the request, and other measurement metrics. Three input indica-

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

*3.1.3 Application response time availability*

tors has been evaluated to measure this service.

*3.1.4 Accessibility to service and backup services*

*3.1.5 Network availability*

study for this service.

*3.1.2 Data availability*

service.

measuring this service have been evaluated for failure.

the failure of the service has been evaluated. In addition, four effective indicators of measuring this service have been evaluated for failure.
