IT service incident management model decision based on ELECTRE III

ISO/IEC 20000: 2011 and ITIL v3 provide reference process management strategy for IT service practice. However, because of the variety of IT services, process management is difficult to establish an accurate quantitative process model. Since the core of IT service quantitative management is managing processes quantitatively, it is necessary to establish a quantitative model for process management. However, excessive metrics in process model have increased the complexity and uncertainty of the model. In this paper, real data is measured and collected to establish measurement model set, and ELECTRE III method is used for model decision. Experiment shows that ELECTRE method can meet the decision needs of enterprises for multi-attribute objectives, and the model decision result has a fairly high goodness-of-fit score.