research-article

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

Authors:

Jacques Sauvé,

Claudio Bartolini,

Marianne HickeyAuthors Info & Claims

MEDES '09: Proceedings of the International Conference on Management of Emergent Digital EcoSystems

Article No.: 41, Pages 274 - 281

https://doi.org/10.1145/1643823.1643874

Published: 27 October 2009 Publication History

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.

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Cited By

Eckert THüsig S(2021)Innovation portfolio management: a systematic review and research agenda in regards to digital service innovationsManagement Review Quarterly10.1007/s11301-020-00208-372:1(187-230)Online publication date: 11-Jan-2021
https://doi.org/10.1007/s11301-020-00208-3
Hasan MJaafar JHassan M(2018)Monitoring web services' quality of serviceArtificial Intelligence Review10.1007/s10462-012-9358-742:4(835-850)Online publication date: 28-Dec-2018
https://dl.acm.org/doi/10.1007/s10462-012-9358-7
de Oliveira Albuquerque RVillalba LTorres Ode Deus F(2011)Virtualization with automated services catalog for providing integrated information technology infrastructureProceedings of the 8th international conference on Autonomic and trusted computing10.5555/2035700.2035708(75-91)Online publication date: 2-Sep-2011
https://dl.acm.org/doi/10.5555/2035700.2035708
Show More Cited By

Index Terms

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

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Published In

cover image ACM Other conferences

MEDES '09: Proceedings of the International Conference on Management of Emergent Digital EcoSystems

October 2009

525 pages

ISBN:9781605588292

DOI:10.1145/1643823

General Chair:
Nicolas Spyratos
Universite Paris-Sud, France
,
Program Chairs:
Epaminondas Kapetanios
University of Westminster, UK
,
Agma Traina
University of Sao Paulo, Brazil
,
Publications Chairs:
Richard Chbeir
Bourgogne University, France Youakim Badr, INSA de Lyon, France
,
Youakim Badr
INSA de Lyon, France

Copyright © 2009 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

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Published: 27 October 2009

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MEDES '09: The International Conference on Management of Emergent Digital EcoSystems 2009

October 27 - 30, 2009

France

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Overall Acceptance Rate 267 of 682 submissions, 39%

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Cited By

Eckert THüsig S(2021)Innovation portfolio management: a systematic review and research agenda in regards to digital service innovationsManagement Review Quarterly10.1007/s11301-020-00208-372:1(187-230)Online publication date: 11-Jan-2021
https://doi.org/10.1007/s11301-020-00208-3
Hasan MJaafar JHassan M(2018)Monitoring web services' quality of serviceArtificial Intelligence Review10.1007/s10462-012-9358-742:4(835-850)Online publication date: 28-Dec-2018
https://dl.acm.org/doi/10.1007/s10462-012-9358-7
de Oliveira Albuquerque RVillalba LTorres Ode Deus F(2011)Virtualization with automated services catalog for providing integrated information technology infrastructureProceedings of the 8th international conference on Autonomic and trusted computing10.5555/2035700.2035708(75-91)Online publication date: 2-Sep-2011
https://dl.acm.org/doi/10.5555/2035700.2035708
Sauve JQueiroz MMoura ABartolini CHickey M(2011)Prioritizing Information Technology Service Investments under UncertaintyIEEE Transactions on Network and Service Management10.1109/TNSM.2011.072611.1000778:3(259-273)Online publication date: Sep-2011
https://doi.org/10.1109/TNSM.2011.072611.100077
Xu Wei Zhan Zhiqiang (2011)A method of IT service portfolio selection based on BDIM2011 3rd International Conference on Computer Research and Development10.1109/ICCRD.2011.5764109(178-182)Online publication date: Mar-2011
https://doi.org/10.1109/ICCRD.2011.5764109
Queiroz MMoura ASauve JBartolini CHickey M(2010)A framework to support investment decisions using multi-criteria and under uncertainty in IT service portfolio management2010 IEEE/IFIP Network Operations and Management Symposium Workshops10.1109/NOMSW.2010.5486592(103-110)Online publication date: Apr-2010
https://doi.org/10.1109/NOMSW.2010.5486592

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