Paper Number
1653
Paper Type
Complete Research Paper
Abstract
Companies automate their IT service management decision tasks by deploying increasingly intelligent systems. However, there is a delicate balance: if the designers over-rely on the automatic capabilities offered by the systems, then there is a risk that the end-users will not trust the algorithmically generated solution suggestions to be the correct ones for the task. A more balanced design approach that (i) considers human-centered intent and (ii) can provide managerial decision support that complements human capabilities in IT service management is thus needed. We define this as a Hybrid Decision Support System (HDSS). HDSSs are a class of decision support systems (DSSs) that extend the class of traditional DSS to utilize the complementary capabilities of humans and machines for better solutions to decision tasks. This study uses the action design research method to build, intervene, and evaluate the designed HDSSs. Five design principles concerning how HDSSs should be built are presented.
Recommended Citation
Cao, Lu; Lindman, Juho; Cronholm, Stefan; and Göbel, Hannes, "Design Principles for Hybrid Decision Support Systems in IT Service Management" (2024). ECIS 2024 Proceedings. 11.
https://aisel.aisnet.org/ecis2024/track23_designresearch/track23_designresearch/11
Design Principles for Hybrid Decision Support Systems in IT Service Management
Companies automate their IT service management decision tasks by deploying increasingly intelligent systems. However, there is a delicate balance: if the designers over-rely on the automatic capabilities offered by the systems, then there is a risk that the end-users will not trust the algorithmically generated solution suggestions to be the correct ones for the task. A more balanced design approach that (i) considers human-centered intent and (ii) can provide managerial decision support that complements human capabilities in IT service management is thus needed. We define this as a Hybrid Decision Support System (HDSS). HDSSs are a class of decision support systems (DSSs) that extend the class of traditional DSS to utilize the complementary capabilities of humans and machines for better solutions to decision tasks. This study uses the action design research method to build, intervene, and evaluate the designed HDSSs. Five design principles concerning how HDSSs should be built are presented.
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