Model to Optimize the Decision Making on Processes in IT Departments

Abstract

The objective of this article is the definition of an algorithm aimed to settle the sequence of implementation of Information Technology Infrastructure Library (ITIL) processes that should be followed in the technology departments for its proper management. The mathematical model presented solves the question of the best ITIL process to implement by using an optimization function that considers the objectives and restrictions given by the company. This model is the basis for an iterative greedy algorithm proposed that generates the optimal sequence of ITIL processes to implement. The algorithm has been proven in a company with satisfactory results: the proposed sequence of implementation allowed the company to properly manage the IT department as well as get close to competitors based on the objectives and restrictions reported by the company. The novelty of this contribution relies on the design of an algorithm to generate an optimal and specific sequence of ITIL processes to implement in the IT department of a company, as the previous solutions relied on generic sequences or required external consultants to get their opinion and so did not have a mathematical basis.