Decision support systems for IT service management

Abstract

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.