A fuzzy superiority and inferiority ranking based approach for IT service management software selection

Rouhani, Saeed

doi:10.1108/k-05-2016-0116

Cited by 25 publications

(23 citation statements)

References 27 publications

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“…In this research, the author used the Fuzzy SIR (Superiority and Inferiority Ranking) method based on [5] which was initially developed by Xiaozhan Xu in 2001 [10]. Based on the research from [12], it explained the differences between several MCDM methods.…”

Section: The Evaluation Methodsmentioning

confidence: 99%

“…Research related to ITSM software rankings has been carried out by [1], [2], [5], [6]. Each of these studies differs from three sides, first related to the software to be ranked, secondly related to the criteria taken, and the third difference based on the method of decision making taken.…”

Section: Introductionmentioning

confidence: 99%

“…Each of these studies differs from three sides, first related to the software to be ranked, secondly related to the criteria taken, and the third difference based on the method of decision making taken. The chosen method varies from the use of AHP [2], Fuzzy TOPSIS, [1] and Fuzzy SIR [5]. In terms of software selection, there are studies that prioritize open source software ranking [2], [6] and there are two studies that do not list the types of software studied [1], [5].…”

Section: Introductionmentioning

confidence: 99%

“…The chosen method varies from the use of AHP [2], Fuzzy TOPSIS, [1] and Fuzzy SIR [5]. In terms of software selection, there are studies that prioritize open source software ranking [2], [6] and there are two studies that do not list the types of software studied [1], [5]. The fundamental difference from these studies is from the selection of criteria.…”

Section: Introductionmentioning

confidence: 99%

“…The fundamental difference from these studies is from the selection of criteria. Research by [1], [5] used all the criteria from ITIL V.3, while [2] employed criteria from the side of ITIL V.3 service operation. Research [6] has tried to see larger criteria with organizational, financial, end-user risk and technical risk aspects.…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

ITSM Software Ranking for Small Medium Enterprises Based on ITIL V3 Quick Win Criteria using Fuzzy SIR Method

Sukmana¹,

Wardhani²,

Khairunnisa³

et al. 2019

Adv. sci. technol. eng. syst. j.

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There are various software related to the implementation of IT Service Management (ITSM) for a company, including those that are open source and commercial. An input is needed for companies in determining what software to choose from various software, especially for small and medium enterprises (SMEs) that have limited human and financial resources. In this study, we have contributed in evaluating open source ITSM software (including OTRS, ITOP, and SDP) that are suitable for use by small and medium-sized companies. In the evaluation process, we evaluated various appropriate criteria, so that we finally chose the quick-win criteria from ITIL V3 (one of the best practices that are widely used in ITSM). The method used for training is Fuzzy SIR (Superiority and Inferiority Ranking) with assessment criteria for data taken in the form of quantitative data from experts who have used and had certificates in the field of ITSM. The results showed that OTRS was the best software with a value of 0.86, SDP was in second place with a value of 0.77, and ITOP was in the last place with a value of 0.04.

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Section: The Evaluation Methodsmentioning

confidence: 99%