A model for decision support in business-driven IT service portfolio management using SLA-dependent criteria and under uncertainty

Authors:
Magno Queiroz;Antão Moura;Jacques Sauvé;Claudio Bartolini;Marianne Hickey
Affiliations:
Federal University of Campina Grande, Campina Grande, Brazil;Federal University of Campina Grande, Campina Grande, Brazil;Federal University of Campina Grande, Campina Grande, Brazil;HP Laboratories, Palo Alto;HP Laboratories, Bristol, UK
Venue:
Proceedings of the International Conference on Management of Emergent Digital EcoSystems
Year:
2009

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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.