1. A new approach for KPI ranking and selection in ITIL processes: Using simultaneous evaluation of criteria and alternatives (SECA)

Iman Baradari; Maryam Shoar; Navid Nezafati; Mohammadreza Motadel

Volume 8, Issue 1 , Summer and Autumn 2021, , Pages 152-179

http://dx.doi.org/10.22116/jiems.2020.228519.1356

Abstract
  The importance of IT services in the life of businesses has led organizations to seek continuous evaluation of the quality of their IT services. In this regard, IT service management best practices such as Information Technology Infrastructure Library (ITIL), have introduced several processes for management ...  Read More