Value-driven IT service portfolio selection under uncertainty

@article{Oliveira2010ValuedrivenIS,
  title={Value-driven IT service portfolio selection under uncertainty},
  author={J. Augusto Oliveira and Jacques Philippe Sauv{\'e} and Ant{\~a}o Moura and Magno Queiroz and Claudio Bartolini and Marianne Hickey},
  journal={2010 IEEE Network Operations and Management Symposium - NOMS 2010},
  year={2010},
  pages={416-423}
}
The context: the selection of a maximum value IT service portfolio is a major challenge to be faced by IT executives, during the Service Strategy phase of the IT service life cycle defined in ITIL. The problem: ITIL states that the value of an IT service should be estimated based on the improvement of customers' outcomes brought by the service. It is hard to apply this approach due to difficulties to access data related to customers' outcomes and to precisely isolate the influence of IT on the… CONTINUE READING