Strategic Selection of ITIL V4 Services for Cybersecurity Defense: An AHP and TOPSIS Approach for Moroccan Universities

The digital transformation in higher education is complex due to its diversity and the numerous stakeholders involved, which increases vulnerability to cyberattacks. This study uses a hybrid multicriteria decision-making (MCDM) approach to enhance IT governance against cyberattacks in Moroccan universities. It combines the Analytical Hierarchy Process (AHP) and the TOPSIS technique to evaluate fourteen IT governance criteria, grouped into structural, process-based, and relational categories. Then, TOPSIS is used to select the most relevant SVC services from the ITIL v4 value chain for each group of criteria, aiming to develop a targeted strategy against cyberattacks. Ten university experts were consulted to prioritize the appropriate SVC services for each governance mechanism. The results show that SVC services A5 and A2 require particular attention within Moroccan universities.