Smart tools for IT service management: a review of two decision support system projects

Valverde, Raul and Cater-Steel, Aileen and Shrestha, Anup and Toleman, Mark (2014) Smart tools for IT service management: a review of two decision support system projects. In: 4th International Conference on Engaged Management Scholarship (EDBA 2014): Bridging, 11-14 Sep 2014, Tulsa, OK. United States.

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Abstract

This paper reports on two recent research projects that addressed practical management problems in the discipline of IT service management (ITSM). We highlight the growing importance of software-mediated tools to improve ITSM processes and review two recent projects that designed decision support tools for ITSM. From the use of prior literature, rigorous methods and empirical evidence, contributions are made to Information Systems theory and ITSM practice. Although different theories and methods guide the two research projects, a common theme of engaged management scholarship is demonstrated through the successful application of industry relevance in managing the multi-disciplinary academic research projects. Outcomes from the projects of this nature demonstrate exemplary cases of success stories where the primary research objective is to develop innovative solutions that work in practice and are grounded in academic rigour.


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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: © 2014 Oklahoma State University. This paper may be reproduced in whole or in part for the purposes of study, research, or review, but is subject to the inclusion of an acknowledgment of the source.
Faculty / Department / School: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise
Date Deposited: 24 Feb 2015 00:51
Last Modified: 09 Jun 2017 04:33
Uncontrolled Keywords: IT service management; DSS; ITIL; decision support systems
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080605 Decision Support and Group Support Systems
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
08 Information and Computing Sciences > 0806 Information Systems > 080611 Information Systems Theory
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences
Funding Details:
Identification Number or DOI: 10.2139/ssrn.2553012
URI: http://eprints.usq.edu.au/id/eprint/26362

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