Improving IT Service Management with Decision-Making Support Systems

  • Manuel Mora
  • Gloria Phillips-Wren
  • Francisco Cervantes-Pérez
  • Leonardo Garrido
  • Ovsei Gelman
Part of the Intelligent Systems Reference Library book series (ISRL, volume 55)


IT Service Management (ITSM) is a managerial approach to deliver value through IT services. This service-oriented world-view has required new knowledge on processes and tools to cope with the planning, design, building, operation, and improvement of IT services. While some decisions can be efficiently and effectively made by a manager alone, more complex decisions require further analysis and can benefit from the use of computerized Decision-Making Support Systems (DMSS). Although DMSS have been available for several decades, they have not been used to support ITSM processes and decisions. The purpose of this chapter is to demonstrate that ITSM would benefit from the utilization of DMSS. To this end, we provide a description of the decision-making process and decisional services embedded in the DMSS architecture and analyze how ITSM processes and decisions can be supported by DMSS. This chapter aims to foster more specific research on DMSS for ITSM.




  1. 1.
    Lusch, R., Vargo, S. (eds.): The Service-Dominant Logic of Marketing: Dialog, Debate, and Directions. M.E. Sharpe, New York (2006)Google Scholar
  2. 2.
    Sheehan, J.: Understanding service sector and innovation. Commun. ACM 49(7), 43–47 (2006)CrossRefGoogle Scholar
  3. 3.
    Chesbrough, H., Spohrer, J.: A research manifesto for services sciences. Commun. ACM 49(7), 35–40 (2006)CrossRefGoogle Scholar
  4. 4.
    Quinn, J.: Intelligent Enterprise. The Free Press, New York (1992)Google Scholar
  5. 5.
    Spohrer, J., Maglio, P., Bailey, J., Gruhl, D.: Steps toward a science of service systems. IEEE Comput. 40(1), 71–77 (2007)CrossRefGoogle Scholar
  6. 6.
    Mora, M., Raisinghani, M., O’Connor, R., Gelman, O.: Toward an integrated conceptualization of the service and service system concepts: a systems approach. IJIISS. 1(2), 36–57 (2009)Google Scholar
  7. 7.
    Sage, A., Cuppan, D.: On the systems engineering and management of systems of systems and federations of systems. Inf. Knowl. Syst. Manag. 2, 325–345 (2001)Google Scholar
  8. 8.
    OECD: highlights of the OECD information technology outlook (2004). Accessed 10 July 2007
  9. 9.
    Mora, M., Gelman, O., Frank, M., Cervantes, F., Forgionne, G.: Toward an interdisciplinary engineering and management of complex IT-intensive organizational systems: a systems view. IJITSA 1(1), 1−24 (2008) Google Scholar
  10. 10.
    Olson, M., Chervany, N.: The relationship between organizational characteristics and the structure of the information service function. MIS Q. 4(2), 57–68 (1980)CrossRefGoogle Scholar
  11. 11.
    OGC: The Official Introduction to the ITIL Service Lifecycle. TSO, London (2007)Google Scholar
  12. 12.
    ISO: ISO/IEC 20000-1: Information Technology – Service Management Part 1: Specification. ISO, Geneva (2005)Google Scholar
  13. 13.
    ISO: ISO/IEC 20000-1: Information Technology – Service Management Part 2: Code of practice. ISO, Geneva (2005)Google Scholar
  14. 14.
    van Bon, J., et al.: Foundations of IT Service Management based on ITIL v3. Van Haren Publishing, San Antonio (2007)Google Scholar
  15. 15.
    SEI: CMMI® for Services Version 1.3. Software Engineering Institute, Pittsburgh (2010)Google Scholar
  16. 16.
    EMA: IBM Tivoli Unified Process (ITUP): Connecting the Dots. Business Report. Enterprise Management Associates (EMA), Boulder (2006)Google Scholar
  17. 17.
    Microsoft: MOF Executive Overview version 4.0. Internet document: (2008)
  18. 18.
    Johnson, M., Hately, A., Miller, B., Orr, R.: Evolving standards for IT service management. IBM Syst. J. 46(3), 583–597 (2007)CrossRefGoogle Scholar
  19. 19.
    Cater-Steel, A., Toleman, M.: Transforming IT service management—the ITIL impact. In: Proceedings of the 17th Australasian Conference on Information Systems, Adelaide, Australia 2006Google Scholar
  20. 20.
    Huber, G.: Managerial Decision Making. Scott, Foresman and Co., New York (1980)Google Scholar
  21. 21.
    Mora, M., Forgionne, G., Cervantes, F., Garrido, L., Gupta, J.N.D., Gelman, O.: Toward a comprehensive framework for the design and evaluation of intelligent decision-making support systems (i-DMSS). J. Decis. Syst. 14(33), 321–344 (2005)CrossRefGoogle Scholar
  22. 22.
    Forgionne, G., Mora, M., Gupta, J., Gelman, O.: Decision-making support systems. In: Encyclopedia of Information Science and Technology, Idea Group, Hershey (2005) Google Scholar
  23. 23.
    Forgionne, G.: Decision Technology Systems: a vehicle to consolidate decision making support. Inf. Process. Manage. 27(6), 679–697 (1991)CrossRefGoogle Scholar
  24. 24.
    Simon, H.: Administrative Behavior: A Study of Decision-Making process in Administrative Organizations. Free Press, New York (1997)Google Scholar
  25. 25.
    Turban, E., Aronson, J.: Decision Support Systems and Intelligent Systems. Prentice-Hall, Upper Saddle River (1998)Google Scholar
  26. 26.
    Phillips-Wren, G., Mora, M., Forgionne, G., Gupta, J.: An integrative evaluation framework for intelligent decision support systems. Eur. J. Oper. Res. 195(3), 642–652 (2009)CrossRefMATHGoogle Scholar
  27. 27.
    Sprague, R.: A framework for the development of decision support systems. MIS Q. 4(4), 1–26 (1980)CrossRefGoogle Scholar
  28. 28.
    Elam, J., Konsynski, B.: Using artificial intelligence techniques to enhance the capabilities of model management systems. Decis. Sci. 18, 487–501 (1987)CrossRefGoogle Scholar
  29. 29.
    Gray, P., Watson, H.: The new DSS: data warehouses, OLAP, MDD and KDD. In: Proceedings of the AMCIS Conference 1996, Phoenix (1996)Google Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2014

Authors and Affiliations

  • Manuel Mora
    • 1
  • Gloria Phillips-Wren
    • 2
  • Francisco Cervantes-Pérez
    • 4
  • Leonardo Garrido
    • 3
  • Ovsei Gelman
    • 4
  1. 1.Autonomous University of AguascalientesAguascalientesMexico
  2. 2.Loyola UniversityBaltimoreUSA
  3. 3.ITESMMonterreyMexico
  4. 4.CCADETUniversidad Nacional Autónoma de MéxicoMexico cityMexico

Personalised recommendations