Smart Tools for it Service Management : A Review of Two Decision Support System Projects

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 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