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Keywords: ITIL
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Journal Articles
Fuzzy analytic hierarchy process prioritization of key performance indicators in IT service management
Available to Purchase
International Journal of Quality & Reliability Management (2026) 43 (1): 160–183.
Published: 20 August 2025
... establishes the baseline of process performance and enables the acquisition of customer perceptions via the ITIL framework’s “Maturity Self-Assessment Questionnaire.” Phase two defines (KPIs) for each process activity and their adherence to the SMART criteria, then, the fuzzy analytical hierarchy process...
Includes: Supplementary data
