Attitude-based Consensus Model for Heterogeneous Multi-criteria Large-Scale Group Decision Making: Application to IT-based Services Management

IT-based services management in organizations frequently requires the use of decision making approaches. Several multi-criteria and group decision making models have been proposed for the management of IT-based services in the literature. However, there are some important aspects when a large number of decision makers take part, that have not been considered yet in these organizational contexts, such as: the existence of multiple subgroups of decision makers with different attitudes and/or interests, the necessity of applying a consensus reaching process to make highly accepted collective decisions, and the problem of dealing with heterogeneous contexts, since decision makers from different areas might provide preferences in different information domains. This chapter proposes an attitude-based consensus model for IT-based services management, that deals with heterogeneous information and multiple criteria. An example that illustrates its application to a real-life problem about selecting an IT-based banking service for its improvement is also presented.