Iranian Journal of Information Management

Evaluation and Selection of IT Service Management Software based on Fuzzy Multi-Objective Model

Document Type : Original Article

Authors

1 Assistance Prof of IT management, faculty of management, Tehran university, Tehran, Iran

2 Msc. Of Information Technology management, faculty of management, Tehran university, Tehran, Iran.

3 Assistance Prof of Industrial management, faculty of management, Tehran university, Tehran, Iran.

Abstract

Regarding the complexity of IT service management (ITSM), the purpose of this study is to provide a mathematical model for evaluating and selecting ITSM solution In this research, a new classification of functional and non-functional requirements as well as a fuzzy multi-objective model is presented. The functional requirements derived from the ITIL processes generally include: strategic requirements, design, transfer, operation, and continuous service improvement. In addition, three requirements for availability, capacity and occurrence were carefully examined. a total of 64 criteria for assessing ITSM systems are provided. The developed models with fuzzy approach also include 5 objective and 7 constraints that were implemented with fuzzy multi-objective Techniques. The proposed model was used to evaluate and select the software in the IT service provider company. The proposed model not only helps the organization to choose the best supplier, but also helps identify the supplier's weaknesses, reduce decision-making time, and increase the accuracy and ease of decision-making. The results of the methods that used to solved the model show that the MOPSO algorithm has the best result than the other three ones. Respectively NSGA2, Goal programming and epsilon constraint were ranked in the following order.

Keywords

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Iranian Journal of Information Management
Volume 4, Issue 1 - Serial Number 6
September 2018
Pages 1-24
  • Receive Date: 27 April 2018
  • Revise Date: 02 June 2018
  • Accept Date: 12 August 2018