Identify and prioritize the implementation indicators of the IT infrastructure library in defense and military organizations

The Information Technology Infrastructure Library (ITIL) is one of the most widely accepted IT service management frameworks, describing behavioral practices in IT service management, from strategy development to continuous service improvement. The purpose of this study is to identify and prioritize the indicators of successful implementation of the ICT library in defense and military organizations. Therefore, the present study is from the group of applied research that has been done in a mixed (qualitative-quantitative) method. For this purpose, in a qualitative step by reviewing documents, books and scientific articles, effective indicators in the implementation of ITIL They were identified in defense and military organizations and validated and qualified with the help of experts and Delphi method. Then, in a quantitative phase, the selected indicators were compared and prioritized using the Fuzzy ANP process. Applying this approach causes the dependence of the networks of indicators on each other as well as the hidden uncertainty in the mental judgments of experts in the research process.