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Smart Tools for IT Service Management: A review of two decision support system projects


Smart Tools for IT Service Management: A review of two decision support system projects

Valverde, Raul, Cater-Steel, Aileen, Toleman, Mark and Shrestha, Anup (2014) Smart Tools for IT Service Management: A review of two decision support system projects. In: The fourth International Conference on Engaged Management Scholarship, 12-14 September 2014, Tulsa, OK, USA. (In Press)

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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 methods guide the two research projects, a common theme of engaged management scholarship is demonstrated through the successful application of industry relevance in managing the multi-disciplinary academic research projects. Outcomes from the 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.

Divisions:Concordia University > John Molson School of Business > Decision Sciences and Management Information Systems
Item Type:Conference or Workshop Item (Paper)
Authors:Valverde, Raul and Cater-Steel, Aileen and Toleman, Mark and Shrestha, Anup
Date:12 September 2014
Keywords:ITIL, IT service management ,Decision Support Systems for ITIL
ID Code:978761
Deposited On:23 Jul 2014 15:34
Last Modified:18 Jan 2018 17:47


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