Improving group decision-making in IT service management by the use of a consensus-based MCDM method

Abstract

Group decision-making in companies that practice IT service management (ITSM) is a difficult and challenging activity. There are particular issues that hinder the performance of IT management committees, such as the lack of productivity, duration of the meetings, physical distance between members, and low quality of some complex decisions, among other restrictive factors. In this paper we present a method based on wisdom of crowds' theory and Analytic Hierarchy Process (AHP), designed to automate the process of group decision making for IT management committees. We conducted a case study in a Brazilian IT company, and the results indicate that managers considered our method and tool useful, preferable to the current decision-making method, complete and easy to use.