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

Mora, Manuel; Phillips‐Wren, Gloria; Marx-Gómez, Jorge; Wang, F.; Gelman, Ovsei

doi:10.3233/idt-130184

Cited by 5 publications

(5 citation statements)

References 44 publications

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“…A generic decision-making process Mora et al, 2014) consists can be defined in five phases: intelligence, design, choice, implementation and learning. During the intelligence phase, the decision maker gains a fundamental understanding of, and acquires the general information needed to address, the organization's problems or opportunities.…”

Section: Decision-making Support Systems Foundationsmentioning

confidence: 99%

“…As depicted in Figure 2 (adapted from Mora et al, 2014), a generic DMSS architecture contains at least a set of courses of action (X's variables) grouped as a set of alternatives (A = G(X)), a set of known or controlled parameters (T's variables), a set of outputs (Yc's variables), a set of uncertain or risk-based non-controlled environmental items (Z''s variables) grouped as a set of scenarios (Z = H(Z')), a set of behavioral interrelationships between controlled parameters (T's), the set of alternatives (A), the set of scenarios (Z), and a hierarchy of criteria with their evaluation scales DMSS have been widely used because when they are successfully implemented, they provide benefits such as improved organizational performance, better decision quality, improved communication, enhanced mental models, amplified analytical skills of decision-makers, and reduced decision times (Turban & Aronson, 1998;Eom & Kim, 2006;March & Hevner, 2007). Hence, classic and modern DMSS can be adequate tools for supporting decisionmaking process in QMS of HEIs (Kljajic & Farr, 2008).…”

Section: Decision-making Support Systems Foundationsmentioning

confidence: 99%

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Decision-Making Support Systems in Quality Management of Higher Education Institutions

Mora

Wang

Gómez

et al. 2017

International Journal of Decision Support System Technology

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The provision of high-quality educational services is a mandatory objective for Higher Education Institutions (HEIs) nowadays. Consequently, HEIs implement Quality Management System (QMS) process frameworks. A core managerial activity conducted in these QMS is decision making, which impacts the overall quality of the provided HEI's educational services. This managerial context found in HEIs demands an adequate and reliable managerial decision-making support. In this article, we elaborate a new Process-Task-Decision scheme for HEIs based on a relevant international QMS process framework (ISO 9001 IWA 2:2007), and we survey selectively DMSS and HEI literature in the 1996-2016 period. We found that DMSS have been used in a variety of Process-Task-Decision situations in HEIs from early periods to the present, but their utilization is still scarce and partially deployed. Thus, open opportunities to apply them in HEIs and relevant knowledge gaps still exist to be further researched.

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Section: Decision-making Support Systems Foundationsmentioning

confidence: 99%

Section: Decision-making Support Systems Foundationsmentioning

confidence: 99%

Decision-Making Support Systems in Quality Management of Higher Education Institutions

Mora

Wang

Gómez

et al. 2017

International Journal of Decision Support System Technology

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“…This process is done after providing these systems with data that suits the needs of decision makers. There are a number of limitations specific to this process and the most important capabilities offered by these systems [14].…”

Section: Decision-making Systems In the Institutionmentioning

confidence: 99%

Analyzing the use of expert systems in improving the quality of decision-making

Al-Mafrji

Hamodi

Hassn

et al. 2023

EEJET

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The success of institutions is in providing good services to customers through making various and strategic decisions as quickly and accurately as possible. Expert systems are important in making strategic decisions by improving the quality of decision-making. An expert system is an information system that relies on systems based on knowledge bases. It may also contain a knowledge base in a particular field and advanced programming methods that make a computer capable of thinking, deducing, and providing advice and expertise. This research aims to improve the period of time in decision making by using multiple experts systems and decision support system. The new system is implemented in MATLAB. For analyzing the proposed system, the data is collected by the questionnaire method and distributing 70 questionnaires to managers, heads of departments, employees, and those responsible for making various decisions in the institution under study. The valid questionnaires were 63. A questionnaire and the data were analyzed using the statistical program (SPSS). Based on the obtained data, the linguistic variables were created for the time period of the data, and the skills of the decision-maker as inputs for the proposed expert system, and a stage was added to the stages of the proposed expert system to diagnose the problem and set the goal to obtain the correct strategic decision. To obtain this advantage, let’s use expert systems compared to traditional methods of decision-making

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Section: Review Of Intelligent Decision Technologies Systems (Idts)mentioning

confidence: 99%

“…Decision Technologies Systems (DTS) are defined as any computer-based system designed to support several or all phases of a decision-making process [22][23][24][25][26][27][28]. DTS have their origin in Decision Support Systems (DSS), which emerged in the early 1970 s and evolved during the past half-century [23,[27][28][29][30]. More recently, the rise of the Internet of Things (IoT) or the Industrial Internet together with accelerated access to large amounts of data enabled the data-intensive DTS trend.…”

Section: Review Of Intelligent Decision Technologies Systems (Idts)mentioning

confidence: 99%

Architectures of analytics intelligent decision technologies systems (IDTS) for the COVID-19 pandemic

Mora

Wang

Phillips‐Wren

et al. 2022

IDT

Self Cite

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This article presents a selective literature review of Analytics Intelligent Decision Technologies Systems (Analytics IDTS) developed to support decision-making in business and public organizations, with a particular focus on the global COVID-19 pandemic. We select Analytics IDTS published in 2019–2020 and evaluate them with an Analytics IDTS Design and Evaluation Framework. We include the types of Analytics IDTS, their decisional services, architectural capabilities, and support for phases in the decision-making process. Results are shown for 33 articles in the general Analytics domain and 71 articles in the focused Public Health domain applied to COVID-19, including how these Analytics IDTS were architected and utilized for decision making. Research in descriptive and predictive models is evident in Public Health COVID-19 research reflecting the lak of knowledge about the disease, while predictive and prescriptive models are the primary focus of the general Analytics domain. IDTS in all disciplines rely on Algorithmic decision services and Heuristic Analysis services. Higher-level decisional Synthesis and Hybrid services such as design, explanations, discovery, and learning associated with human decision-making are missing in most types of decision support, indicating that research in Machine Learning and AI has many growth opportunities for future research.

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

Cited by 5 publications

References 44 publications

Decision-Making Support Systems in Quality Management of Higher Education Institutions

Decision-Making Support Systems in Quality Management of Higher Education Institutions

Analyzing the use of expert systems in improving the quality of decision-making

Architectures of analytics intelligent decision technologies systems (IDTS) for the COVID-19 pandemic

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