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Smart Tools for it Service Management: A Review of Two Decision Support System Projects
2014
Social Science Research Network
This paper reports on two recent research projects that addressed practical management problems in the discipline of IT service management (ITSM). We highlight the growing importance of software-mediated tools to improve ITSM processes and review two recent projects that designed decision support tools for ITSM. From the use of prior literature, rigorous methods and empirical evidence, contributions are made to Information Systems theory and ITSM practice. Although different theories and
doi:10.2139/ssrn.2553012
fatcat:gwpjm6rtsraghpjxetxyotwbgu