A Model for ITSM Software Selection using Fuzzy TOPSIS Approach

Document Type: Research Paper


1 Assistant Prof., Dep. of Industrial Engineering, Firoozkooh Branch, Islamic Azad University, Tehran, Iran

2 Assistant Prof., Dep. of Management, Tehran University, Iran

3 Ph.D. Student in IT, AllamehTabataba’i University, Tehran, Iran

4 M.Sc. Student in IT, MehrAlborz University, Tehran, Iran


Nowadays a growing number of implementing information
technology service management (ITSM) frameworks proves the trends to
improve the IT services and processes in organizations. In order to
implement an ITSM projects successfully in an organization, it is
essential to select a suitable ITSM solution. Evaluation and selection of
the ITSM software packages is complicated and time consuming decision
making process. Selection of inappropriate ITSM solution can turn out to
be costly and adversely affects IT processes and services of the
organization. This paper presents a model for dealing with such a
problem, which is based on fuzzy TOPSIS approach. The presented ITIL
based model breaks down ITSM solutions selection criteria into two
broad categories namely functional (service strategy, service design,
service transition, service operation, continual service improvement) and
non-functional requirements (quality, technical, vendor, implementation)
including totally 46 selection criteria. Finally, a numerical example is
given in an IT service provider company to demonstrate the application of
the proposed model.


Main Subjects