Title :
A framework to support investment decisions using multi-criteria and under uncertainty in IT service portfolio management
Author :
Queiroz, Magno ; Moura, Antão ; Sauvé, Jacques ; Bartolini, Claudio ; Hickey, Marianne
Author_Institution :
Dept. of Comput. Syst., Fed. Univ. of Campina Grande, Campina Grande, Brazil
Abstract :
This paper presents a framework to support decision making for investments in IT services. Investment options are analyzed and ranked according to utility indices estimated from possible positive and negative business impact of IT services. The approach takes multiple criteria and uncertainty into account by means of multi-attribute utility theory and interval arithmetic. The business impact of IT services is estimated by the analysis of criteria in one of three groups: Purely financial, Service Level Agreement (SLA) dependent and Subjective. Numerical illustrations encompassing tangible and intangible criteria demonstrate how the approach may be of use.
Keywords :
decision making; investment; utility theory; IT service portfolio management; decision making; interval arithmetic; investment decisions; multi-attribute utility theory; Arithmetic; Decision making; Information technology; Investments; Laboratories; Pipelines; Portfolios; Resource management; Uncertainty; Utility theory; Balanced Scorecard; IT Service Portfolio Management; Information Technology Infrastructure Library (ITIL); Interval Arithmetic; Multi-Attribute Utility Theory;
Conference_Titel :
Network Operations and Management Symposium Workshops (NOMS Wksps), 2010 IEEE/IFIP
Conference_Location :
Osaka
Print_ISBN :
978-1-4244-6037-3
DOI :
10.1109/NOMSW.2010.5486592
