A Multi-Criteria Model in Information Technology Infrastructure Problems

Technology has become a vital component for organizations. Therefore, it is necessary to ensure quality and efficient IT solutions in order to meet the expectations of the business areas. In this scenario, we have realized the need to align the technology areas of management practices with organizational strategies and thus ensure the availability of solutions. This paper aims to propose a model to optimize the decision-making of the problem management process based on the best practices proposed by the ITIL (IT Infrastructure Library), using the concepts of a multi-criteria methodology. The model suggests the prioritization of problems that cause a most negative impact on the business of an organization, in order to reduce or prevent damage.