A Decision Model for Change Management based on Multicriteria Methodology

The Information Technology (IT) is an essential, strategic and competitive component, with key role within organizations, providing services and solutions that drive business forward, guiding the management of IT Services organizational needs, using good practices such as ITIL (Information Technology Infrastructure Library) and COBIT (Control Objectives for Information and related Technology), to analyze the impact of IT on business processes and vice versa. The relationship between IT and business, how IT services are targeted at organizational perspectives on value creation, the analysis of the IT impact services on business processes, the evaluation of techniques and decision tools that can be used to adapt requests of changes in strategic objectives and business processes, they all represent the approach BDIM (Business-driven IT Management), i.e., the management of IT services related to business prospects. Therefore, this paper aims to propose a model of decision support for the Change Management Process, substantiated by multicriteria methodology, judging what issues are the most relevant in relation to a set of RFC (Request for Change) to be examined, approved and implemented, identifying priorities of change and prioritizing the deployment order efficiently, according to optimized procedures in level management decision related to business rules. Keywords— BDIM, COBIT, ITIL, Changes, Multicriteria.