Decision support systems for IT service management

Cater-Steel, Aileen and Valverde, Raul and Shrestha, Anup and Toleman, Mark (2016) Decision support systems for IT service management. International Journal of Information and Decision Sciences, 8 (3). pp. 284-304. ISSN 1756-7017


Group decision support systems (GDSS) and knowledge-based systems (KBS) have the potential to assist information technology service managers make sound decisions. We use narrative enquiry and reflective processes to review two recent projects that designed decision support system (DSS) tools for IT service management. The software mediated process assessment project includes a GDSS module to enable the selection of processes for assessment. The decision support recommendation system for IT service operation used a knowledge base to provide recommendations specific to the problem domain of IT service support. From the use of prior literature, rigorous methods and empirical evidence, contributions are made to ITSM theory and practice. The process selection decision model is a novel and effective combination of balanced scorecard, SERV-QUAL and the IT infrastructure library (ITIL) guidelines. In terms of methodology, the incorporation of task-technology theory in design science research enables design principles to be articulated. Outcomes from 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: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Copyright © 2016 Inderscience Enterprises Ltd. Files associated with this record cannot be displayed.
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise (1 July 2013 -)
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise (1 July 2013 -)
Date Deposited: 06 Oct 2016 23:26
Last Modified: 02 Nov 2016 01:16
Uncontrolled Keywords: group DSS; decision support systems; GDSS; knowledge-based systems; KBS; IT service management; ITSM; IT infrastructure library; ITIL; recommendation systems; recommender systems; information technology; process selection; balanced scorecard; SERVQUAL; task-technology theory; design science.
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080605 Decision Support and Group Support Systems
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences
Identification Number or DOI: 10.1504/IJIDS.2016.078588

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