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Rouhani, Saeed, Shahhosseini, Mohammad Ali, Zare Ravasan, Ahad, Rahmanianfar, Elham. (1392). A Model for ITSM Software Selection using Fuzzy TOPSIS Approach. , 5(4), 103-118. doi: 10.22059/jitm.2013.36056
Saeed Rouhani; Mohammad Ali Shahhosseini; Ahad Zare Ravasan; Elham Rahmanianfar. "A Model for ITSM Software Selection using Fuzzy TOPSIS Approach". , 5, 4, 1392, 103-118. doi: 10.22059/jitm.2013.36056
Rouhani, Saeed, Shahhosseini, Mohammad Ali, Zare Ravasan, Ahad, Rahmanianfar, Elham. (1392). 'A Model for ITSM Software Selection using Fuzzy TOPSIS Approach', , 5(4), pp. 103-118. doi: 10.22059/jitm.2013.36056
Rouhani, Saeed, Shahhosseini, Mohammad Ali, Zare Ravasan, Ahad, Rahmanianfar, Elham. A Model for ITSM Software Selection using Fuzzy TOPSIS Approach. , 1392; 5(4): 103-118. doi: 10.22059/jitm.2013.36056

A Model for ITSM Software Selection using Fuzzy TOPSIS Approach

Journal of Information Technology Management
مقاله 6، دوره 5، شماره 4، فروردین 2014، صفحه 103-118    اصل مقاله (338.06 K)
نوع مقاله: Research Paper
شناسه دیجیتال (DOI): 10.22059/jitm.2013.36056
نویسندگان
Saeed Rouhani* 1؛ Mohammad Ali Shahhosseini2؛ Ahad Zare Ravasan3؛ Elham Rahmanianfar4
1Assistant Prof., Dep. of Industrial Engineering, Firoozkooh Branch, Islamic Azad University, Tehran, Iran
2Assistant Prof., Dep. of Management, Tehran University, Iran
3Ph.D. Student in IT, AllamehTabataba’i University, Tehran, Iran
4M.Sc. Student in IT, MehrAlborz University, Tehran, Iran
چکیده
Nowadays a growing number of implementing information
technology service management (ITSM) frameworks proves the trends to
improve the IT services and processes in organizations. In order to
implement an ITSM projects successfully in an organization, it is
essential to select a suitable ITSM solution. Evaluation and selection of
the ITSM software packages is complicated and time consuming decision
making process. Selection of inappropriate ITSM solution can turn out to
be costly and adversely affects IT processes and services of the
organization. This paper presents a model for dealing with such a
problem, which is based on fuzzy TOPSIS approach. The presented ITIL
based model breaks down ITSM solutions selection criteria into two
broad categories namely functional (service strategy, service design,
service transition, service operation, continual service improvement) and
non-functional requirements (quality, technical, vendor, implementation)
including totally 46 selection criteria. Finally, a numerical example is
given in an IT service provider company to demonstrate the application of
the proposed model.
کلیدواژه‌ها
Information Technology Service Management (ITSM)؛ ITSM Software Selection؛ ITSM Software؛ Technique for Order Preference by Similarity to Ideal Solution (TOPSIS)
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