Service Portfolio Selection Driven by Multiple Business Objectives

Abstract

This paper presents an approach to help the IT service executives to define the optimal IT service portfolio. ITIL recommends implementing the service portfolio management as an active way to manage the IT investment. There are some research results about designing and managing a single service which have been understood well, but there are little research results about how to define a service portfolio. It is a complex task to select which services and mostly achieve multiple business objectives in order to receive more benefits for the IT service executives. In this paper, we use the metrics aligned to the business objective so that estimate which IT service portfolio is best. The outcome of the approach helps IT service executers to easily define the IT service portfolio.