Evaluation and Selection of IT Service Management Software based on Fuzzy Multi-Objective Model

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ROUHANI SAEED; Akbari Ghatar Pourya; Amozad Hanan

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Paper Information

Journal: IRANIAN JOURNAL OF INFORMATION MANAGEMENT Year:2018 | Volume:4 | Issue:1 (6) Page(s): 1-24

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Title

Evaluation and Selection of IT Service Management Software based on Fuzzy Multi-Objective Model

Author(s)

ROUHANI SAEED | Akbari Ghatar Pourya | Amozad Hanan | Issue Writer Certificate

Keywords

Functional RequirementQ1

Fuzzy Multi-Objective ModelQ1

IT ServicesQ1

Software SelectionQ1

Abstract

Regarding the complexity of IT service management (ITSM), the purpose of this study is to provide a mathematical model for evaluating and selecting ITSM solution. Through this research, a new classification of functional and non-Functional Requirements as well as a Fuzzy Multi-Objective Model is presented. The Functional Requirements derived from the ITIL processes generally include: strategic requirements, design, transfer, operation, and continuous service improvement. In addition, three requirements for availability, capacity and occurrence were carefully examined. a total of 64 criteria for assessing ITSM systems are provided. The developed models with fuzzy approach also include 5 objective and 7 constraints that were implemented with fuzzy multi-objective Technics. The proposed model was used to evaluate and select the software in the IT service provider company. The proposed model not only helps the organization to choose the best supplier, but also helps identify the supplier's weaknesses, reduce decision-making time, and increase the accuracy and ease of decision-making. The results of the methods that used to solved the model show that the MOPSO algorithm has the best result than the other three ones. Respectively NSGA2, Goal programming and epsilon constraint were ranked in the following order.

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APA: Copy

ROUHANI, SAEED, Akbari Ghatar, Pourya, & Amozad, Hanan. (2018). Evaluation and Selection of IT Service Management Software based on Fuzzy Multi-Objective Model. IRANIAN JOURNAL OF INFORMATION MANAGEMENT, 4(1 (6) ), 1-24. SID. https://sid.ir/paper/262657/en

Vancouver: Copy

ROUHANI SAEED, Akbari Ghatar Pourya, Amozad Hanan. Evaluation and Selection of IT Service Management Software based on Fuzzy Multi-Objective Model. IRANIAN JOURNAL OF INFORMATION MANAGEMENT[Internet]. 2018;4(1 (6) ):1-24. Available from: https://sid.ir/paper/262657/en

IEEE: Copy

SAEED ROUHANI, Pourya Akbari Ghatar, and Hanan Amozad, “Evaluation and Selection of IT Service Management Software based on Fuzzy Multi-Objective Model,” IRANIAN JOURNAL OF INFORMATION MANAGEMENT, vol. 4, no. 1 (6) , pp. 1–24, 2018, [Online]. Available: https://sid.ir/paper/262657/en

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