Faculty of Management, University of Tehran Journal of Information Technology Management 2008-5893 5 4 2013 12 22 A Model for ITSM Software Selection using Fuzzy TOPSIS Approach مدل انتخاب نرم‌افزار مدیریت خدمات فناوری اطلاعات مبتنی بر رویکرد تاپسیس فازی 103 118 36056 10.22059/jitm.2013.36056 EN Saeed Rouhani Assistant Prof., Dep. of Industrial Engineering, Firoozkooh Branch, Islamic Azad University, Tehran, Iran 0000-0002-4580-522X Mohammad Ali Shahhosseini Assistant Prof., Dep. of Management, Tehran University, Iran Ahad Zare Ravasan Ph.D. Student in IT, AllamehTabataba’i University, Tehran, Iran 0000-0002-9477-0676 Elham Rahmanianfar M.Sc. Student in IT, MehrAlborz University, Tehran, Iran Journal Article 2013 08 05 Nowadays a growing number of implementing information<br />technology service management (ITSM) frameworks proves the trends to<br />improve the IT services and processes in organizations. In order to<br />implement an ITSM projects successfully in an organization, it is<br />essential to select a suitable ITSM solution. Evaluation and selection of<br />the ITSM software packages is complicated and time consuming decision<br />making process. Selection of inappropriate ITSM solution can turn out to<br />be costly and adversely affects IT processes and services of the<br />organization. This paper presents a model for dealing with such a<br />problem, which is based on fuzzy TOPSIS approach. The presented ITIL<br />based model breaks down ITSM solutions selection criteria into two<br />broad categories namely functional (service strategy, service design,<br />service transition, service operation, continual service improvement) and<br />non-functional requirements (quality, technical, vendor, implementation)<br />including totally 46 selection criteria. Finally, a numerical example is<br />given in an IT service provider company to demonstrate the application of<br />the proposed model. https://jitm.ut.ac.ir/article_36056_771f9eac16277f4701d146b261f4e104.pdf