A Model for ITSM Software Selection using Fuzzy TOPSIS Approach
Nowadays a growing number of implementing informationtechnology service management (ITSM) frameworks proves the trends toimprove the IT services and processes in organizations. In order toimplement an ITSM projects successfully in an organization, it isessential to select a suitable ITSM solution. E...
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| Format: | Article |
| Language: | English |
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University of Tehran
2013-12-01
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| Series: | Journal of Information Technology Management |
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| Online Access: | https://jitm.ut.ac.ir/article_36056_771f9eac16277f4701d146b261f4e104.pdf |
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| author | Saeed Rouhani Mohammad Ali Shahhosseini Ahad Zare Ravasan Elham Rahmanianfar |
| author_facet | Saeed Rouhani Mohammad Ali Shahhosseini Ahad Zare Ravasan Elham Rahmanianfar |
| author_sort | Saeed Rouhani |
| collection | DOAJ |
| description | Nowadays a growing number of implementing informationtechnology service management (ITSM) frameworks proves the trends toimprove the IT services and processes in organizations. In order toimplement an ITSM projects successfully in an organization, it isessential to select a suitable ITSM solution. Evaluation and selection ofthe ITSM software packages is complicated and time consuming decisionmaking process. Selection of inappropriate ITSM solution can turn out tobe costly and adversely affects IT processes and services of theorganization. This paper presents a model for dealing with such aproblem, which is based on fuzzy TOPSIS approach. The presented ITILbased model breaks down ITSM solutions selection criteria into twobroad categories namely functional (service strategy, service design,service transition, service operation, continual service improvement) andnon-functional requirements (quality, technical, vendor, implementation)including totally 46 selection criteria. Finally, a numerical example isgiven in an IT service provider company to demonstrate the application ofthe proposed model. |
| format | Article |
| id | doaj-art-85df3a0c73ee4bb78fba05eb9845c9cb |
| institution | OA Journals |
| issn | 2008-5893 2423-5059 |
| language | English |
| publishDate | 2013-12-01 |
| publisher | University of Tehran |
| record_format | Article |
| series | Journal of Information Technology Management |
| spelling | doaj-art-85df3a0c73ee4bb78fba05eb9845c9cb2025-08-20T02:08:56ZengUniversity of TehranJournal of Information Technology Management2008-58932423-50592013-12-015410311810.22059/jitm.2013.3605636056A Model for ITSM Software Selection using Fuzzy TOPSIS ApproachSaeed Rouhani0Mohammad Ali Shahhosseini1Ahad Zare Ravasan2Elham Rahmanianfar3Assistant Prof., Dep. of Industrial Engineering, Firoozkooh Branch, Islamic Azad University, Tehran, IranAssistant Prof., Dep. of Management, Tehran University, IranPh.D. Student in IT, AllamehTabataba’i University, Tehran, IranM.Sc. Student in IT, MehrAlborz University, Tehran, IranNowadays a growing number of implementing informationtechnology service management (ITSM) frameworks proves the trends toimprove the IT services and processes in organizations. In order toimplement an ITSM projects successfully in an organization, it isessential to select a suitable ITSM solution. Evaluation and selection ofthe ITSM software packages is complicated and time consuming decisionmaking process. Selection of inappropriate ITSM solution can turn out tobe costly and adversely affects IT processes and services of theorganization. This paper presents a model for dealing with such aproblem, which is based on fuzzy TOPSIS approach. The presented ITILbased model breaks down ITSM solutions selection criteria into twobroad categories namely functional (service strategy, service design,service transition, service operation, continual service improvement) andnon-functional requirements (quality, technical, vendor, implementation)including totally 46 selection criteria. Finally, a numerical example isgiven in an IT service provider company to demonstrate the application ofthe proposed model.https://jitm.ut.ac.ir/article_36056_771f9eac16277f4701d146b261f4e104.pdfInformation Technology Service Management (ITSM)ITSM Software SelectionITSM SoftwareTechnique for Order Preference by Similarity to Ideal Solution (TOPSIS) |
| spellingShingle | Saeed Rouhani Mohammad Ali Shahhosseini Ahad Zare Ravasan Elham Rahmanianfar A Model for ITSM Software Selection using Fuzzy TOPSIS Approach Journal of Information Technology Management Information Technology Service Management (ITSM) ITSM Software Selection ITSM Software Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) |
| title | A Model for ITSM Software Selection using Fuzzy TOPSIS Approach |
| title_full | A Model for ITSM Software Selection using Fuzzy TOPSIS Approach |
| title_fullStr | A Model for ITSM Software Selection using Fuzzy TOPSIS Approach |
| title_full_unstemmed | A Model for ITSM Software Selection using Fuzzy TOPSIS Approach |
| title_short | A Model for ITSM Software Selection using Fuzzy TOPSIS Approach |
| title_sort | model for itsm software selection using fuzzy topsis approach |
| topic | Information Technology Service Management (ITSM) ITSM Software Selection ITSM Software Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) |
| url | https://jitm.ut.ac.ir/article_36056_771f9eac16277f4701d146b261f4e104.pdf |
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