A Model for Decision Support in Business-Driven IT Service Portfolio Management using SLA-dependent Criteria and under Uncertainty
Queiroz, Magno; Moura, Antao; Sauve, Jacques; Bartolini, Claudio; Hickey, Marianne
Keyword(s): Information Technology Infrastructure Library (ITIL). IT Service Portfolio Management. Balanced Scorecard. Probability
Abstract: This paper presents a model to support decision making for investments in IT services. As such it contributes to IT service portfolio management. Investment options are analyzed and ranked according to a utility index estimated from possible positive and negative business impact of IT services due to IT Service Level Agreement (SLA) compliance and violations. The Balanced Scorecard framework is used to infer the linkage between IT and business activities. The approach takes uncertainty into account by means of utility theory and interval arithmetic. Numerical illustrations encompassing tangible SLA-dependent criteria demonstrate how the approach may be of use.
External Posting Date: September 21, 2009 [Fulltext]. Approved for External Publication
Internal Posting Date: September 21, 2009 [Fulltext]