A framework to support investment decisions using multi-criteria and under uncertainty in IT service portfolio management
2010
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:
- Information Technology Infrastructure Library
- Management science
- Service-level agreement
- Balanced scorecard
- Investment decisions
- Financial services
- Ranking
- Knowledge management
- Computer science
- Project portfolio management
- Resource management
- Distributed computing
- Interval arithmetic
- Information technology
- Operations research
- Correction
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