Multi-criteria decision making approach for ITIL processes performance evaluation: Application to a Moroccan SME

We consider the problematic of the evaluation of IT Service Management (ITSM) processes performance in organizations, ITSM processes indicators can assess the performance of that particular indicator only but cannot provide a holistic view of the overall IT department services performance in terms of a unified number. To overcome this challenge we need to combine the key performance indicators (KPIs) of IT service management. This work seeks to provide a new multi criteria approach to assess IT Department performance in the area of IT services. The evaluation model uses a combination of multi criteria decision making methodologies namely: AHP and TOPSIS and it targeted ITSM processes specifically ITIL framework processes. This research demonstrates that the combined use of Multi Criteria Decision Making (MCDM) methodologies proves to be suitable for the evaluation of ITSM processes performance. The proposed model was applied in a Moroccan SME.