Document Type : Original Article


1 Department of Information Technology Management, Tehran North Branch, Islamic Azad University, Tehran, Iran.

2 Department of Industrial Management, Tehran North Branch, Islamic Azad University, Tehran, Iran.

3 Faculty of management and Accounting, Shahid Beheshti University, Tehran, Iran.

4 Department of Management, Tehran Central branch, Islamic Azad University, Tehran, Iran.


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 of IT services and defined different KPIs for evaluation of each process, so that organizations can evaluate and analyze the quality of their IT services through these KPIs. Despite this fact that evaluation of each ITIL process using mentioned KPIs requires considerable time and money, organizations are looking for solutions to invest on the most effective KPIs to improve their ITSM processes in pursuit of their business requirements. Although there are some researches over process evaluation methods in different areas, there is no scientific research in ITSM process evaluation. This study proposes the unique method for ITSM evaluation using ITIL KPIs based on defined critical success factors (CSF). In addition to that, Simultaneous Evaluation of Criteria and Alternatives (SECA) model as one of the newest MCDM methods has been used for KPI prioritization. Based on the results, we recommended the order of KPIs in ITSM process performance evaluation. This research helps organizations to improve their ITSM processes by investment on the most effective KPIs.


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