Um framework de apoio à decisão para investimentos em serviços de TI.

Abstract

This paper details a comprehensive Framework to support decision making for investments in IT services. Possible positive and negative business impact of IT services are analyzed for estimation of preference indices, which are used to prioritization of the investment options. Evaluation of the investment options 1s performed through a set of tangible and intangible criteria which serve as a guide to decision making. Selected criteria are arranged in to three criterion groups: Purelyfinancial, Service Level Agreement (SLA) dependent and Subjective. Risk preferences of the decision makers and uncertainty are taken in to account simultaneously by acombination of Utility Theory and Interval Arithmetic. Multi-attribute utility theory 1s used for treatment of multiple criteria. A case study encompassing tangible and intangible criteria demonstrates the use of the approach, while usage sessions results demonstrates the use fulness of the proposed Framework.