Paper Info
Title
A model for decision support in business-driven IT service portfolio management using SLA-dependent criteria and under uncertainty
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.
Year
DOI
Venue
2009
10.1145/1643823.1643874
MEDES
Keywords
Field
DocType
it service level agreement,balanced scorecard framework,decision support,it service portfolio management,sla-dependent criterion,investment option,negative business impact,utility theory,business activity,business-driven it service portfolio,it service,utility index,interval arithmetic,portfolio management,probability distribution,indexation,balanced scorecard,information technology infrastructure library
IT portfolio management,Information Technology Infrastructure Library,Data mining,Application portfolio management,Computer science,Financial management for IT services,Service-level agreement,Decision support system,Knowledge management,Balanced scorecard,Service level requirement
Conference
Citations 
PageRank 
References 
3
0.41
9
Authors
5
Name
Order
Citations
PageRank
Magno Queiroz1564.66
Antão Moura218219.25
Jacques Sauvé3745.54
Claudio Bartolini494486.00
Marianne Hickey5163.57