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

fYear

2010

fDate

19-23 April 2010

Firstpage

103

Lastpage

110

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;

fLanguage

English

Publisher

ieee

Conference_Titel

Network Operations and Management Symposium Workshops (NOMS Wksps), 2010 IEEE/IFIP

Conference_Location

Osaka

Print_ISBN

978-1-4244-6037-3

Type

conf

DOI

10.1109/NOMSW.2010.5486592

Filename

5486592