The role of decision-making support systems in IT service management processes

  • Authors:

  • M. Mora;Gloria Phillips-Wren;Jorge Marx-Gomez;F. Wang;O. Gelman

  • Affiliations:

  • Autonomous University of Aguascalientes, AGS, Mexico;Loyola University Maryland, Baltimore, MD, USA;University of Oldenburg, Oldenburg, Germany;Central Washington University, Seattle, WA, USA;CCADET, Universidad Nacional Autónoma de México,Tlalpan, DF, México

  • Venue:
  • Intelligent Decision Technologies - IT Service Management and Engineering: An Intelligent Decision-Making Support Systems Approach
  • Year:
  • 2014

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Abstract

Decision Making Support Systems DMSS are computer-based systems specialized to support some, several, or all phases of a decision-making process. DMSS can be deployed using traditional and intelligent computing mechanisms. In turn, Information Technology Service Management ITSM is a managerial approach to deliver organizational value through the provision of IT services. For this aim, new processes have been proposed to handle multiple managerial and operational decisional situations. Hence, whereas simple decisions can be efficiently and effectively realized by ITSM practitioners without a support tool, inherent human limitations to process large, varied data sets preclude achieving good decisions when the decisions are of moderate and high complexity. Thus, we posit that for achieving enhancements in the application of ITSM process in organizations, DMSS should be used. This article elaborates the case of the role of decision-making support systems DMSS in IT service management ITSM processes.