Selecting a Software Tool for ITIL using a Multiple Criteria Decision Analysis Approach

The opportunity to improve service quality using ITIL has led many organizations to invest in the implementation of this framework. Selecting a software tool for ITIL is still one of the most difficult decisions due to lack of meaningful evaluation criteria and guidelines to help on that decision, making this, one of the most important and error-triggering steps in this way. A multi-criteria value model to evaluate software tools for ITIL using a multi-criteria decision analysis (MCDA) approach based on MACBETH is then proposed to address this problem. A focus on the functionality of the tool to extract criteria from the literature to assess four representative software solutions for ITIL in the market is made along with its demonstration in a company of the bank sector. Finally, using Moody and Shanks Framework, the proposed method is evaluated showing that is suitable for evaluating software tools for ITIL.