The Evaluation of ITSM Open Source Software for Small Medium Organizations Based on ITIL v.3 Criteria using AHP Method

Abstract

Information Technology Service Management (ITSM) is a framework that emphasizes Information Technology (IT) services to generate value for its customers. ITSM can be applied in large, medium and even small scale organization. On the small organizations or new in implementing ITSM, the use of open source software can be a solution in implementing ITSM. The problem is the lack of guidance in the selection of ITSM open source software for those organizations. In this study we looked for appropriate criteria to guide the selection of ITSM open source software and found that Service Operation on ITSM should be a criterion in the selection. We tested the criteria using Analytic Hierarchy Process (AHP) approach. Three ITSM software used in this evaluation, there are iTop, OTRS and Idoit. The results of those three-software tested using the AHP show that iTop is a top priority for the organization to start the ITSM implementation journey. iTop has a higher global priority value: 0.68, where the OTRS 0.17, and IDOIT 0.15.