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

Document Type


Department or Administrative Unit

IT and Administrative Management

Publication Date



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.


This article was originally published in Intelligent Decision Technologies. The full-text article from the publisher can be found here.

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Intelligent Decision Technologies


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