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Engineering and Management of IT-based Service Systems

An Intelligent Decision-Making Support Systems Approach

  • Book
  • © 2014

Overview

Editors:
  1. Manuel Mora

    1. Department of Information Systems, Autonomous University of Aguascalientes, Aguascalientes, Mexico

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  2. Jorge Marx Gómez

    1. Department of Computing Science, Carl von Ossietzky University of Oldenburg, Oldenburg, Germany

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  3. Leonardo Garrido

    1. Departamento de Ciencias Computacionales, Tecnológico de Monterrey, Monterrey, Mexico

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  4. Francisco Cervantes Pérez

    1. Departamento de Tecnologías de la Inform, CCADET, Universidad Nacional Autónoma de México, Ciudad Universitaria, Mexico

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  • Recent research in Engineering and Management of IT-based Service Systems
  • Presents Intelligent Decision-making Support Systems Approach
  • Written by leading experts in the field
  • Includes supplementary material: sn.pub/extras

Part of the book series: Intelligent Systems Reference Library (ISRL, volume 55)

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Table of contents (11 chapters)

  1. Front Matter

    Pages i-xii
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  2. Knowledge Management in ITSM: Applying the DIKW Model

    • Sue Conger, Jack Probst
    Pages 1-18

  3. IT Governance in a Malaysian Public Institute of Higher Learning and Intelligent Decision Making Support System Solution

    • Abdul Rahman Ahlan, Yusri Arshad, Binyamin A. Ajayi
    Pages 19-33

  4. DSS Based IT Service Support Process Reengineering Using ITIL: A Case Study

    • Raul Valverde, Malleswara Talla
    Pages 35-65

  5. Managing Cloud Services with IT Service Management Practices

    • Koray Erek, Thorsten Proehl, Ruediger Zarnekow
    Pages 67-81

  6. Towards Semantic Support for Business Process Integration

    • Roberto Pérez López de Castro, Inty Sáez Mosquera, Jorge Marx Gómez
    Pages 83-99

  7. Integrating ERP with Negotiation Tools in Supply Chain

    • Paolo Renna
    Pages 101-129

  8. Adaptive Applications: Definition and Usability in IT-based Service Systems Management

    • Ammar Memari, Jorge Marx Gómez
    Pages 131-154

  9. Attitude-based Consensus Model for Heterogeneous Multi-criteria Large-Scale Group Decision Making: Application to IT-based Services Management

    • Iván Palomares, Luis Martínez
    Pages 155-177

  10. Improving Decision-Making for Clinical Research and Health Administration

    • Alexandra Pomares-Quimbaya, Rafael A. González, Wilson-Ricardo Bohórquez, Oscar Mauricio Muñoz, Olga Milena García, Dario Londoño
    Pages 179-200

  11. Architecture for Business Intelligence Design on the IT Service Management Scope

    • C. P. Marin Ortega, C. P. Pérez Lorences, -Ing. Habil J. Marx-Gómez
    Pages 201-213

  12. Improving IT Service Management with Decision-Making Support Systems

    • Manuel Mora, Gloria Phillips-Wren, Francisco Cervantes-Pérez, Leonardo Garrido, Ovsei Gelman
    Pages 215-232
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Keywords

About this book

Intelligent Decision-Making Support Systems (i-DMSS) are specialized IT-based systems that support some or several phases of the individual, team, organizational or inter-organizational decision making process by deploying some or several intelligent mechanisms.

This book pursues the following academic aims: (i) generate a compendium of quality theoretical and applied contributions in Intelligent Decision-Making Support Systems (i-DMSS) for engineering and management IT-based service systems (ITSS); (ii)  diffuse scarce knowledge about foundations, architectures and effective and efficient methods and strategies for successfully planning, designing, building, operating, and evaluating i-DMSS for ITSS, and (iii) create an awareness of, and a bridge between ITSS and i-DMSS academicians and practitioners in the current complex and dynamic engineering and management ITSS organizational.

The book presents a collection of 11 chapters referring to relevant topics for both IT service systems and i-DMSS including: problems of selection of IT service providers, optimization of supply chain systems, IT governance decisions, clinical decision support, dynamic user-interface adaptation, re-engineering of processes, and generic decision problems. Advanced IT technologies used in some chapters are:  fuzzy multi-criteria mechanisms, semantic processing, data mining processing, and rough sets. Other chapters report traditional DSS mechanisms but used or suggested to be used in innovative mode for IT service engineering and management tasks.

Editors and Affiliations

  • Department of Information Systems, Autonomous University of Aguascalientes, Aguascalientes, Mexico

    Manuel Mora

  • Department of Computing Science, Carl von Ossietzky University of Oldenburg, Oldenburg, Germany

    Jorge Marx Gómez

  • Departamento de Ciencias Computacionales, Tecnológico de Monterrey, Monterrey, Mexico

    Leonardo Garrido

  • Departamento de Tecnologías de la Inform, CCADET, Universidad Nacional Autónoma de México, Ciudad Universitaria, Mexico

    Francisco Cervantes Pérez

Bibliographic Information

  • Book Title: Engineering and Management of IT-based Service Systems

  • Book Subtitle: An Intelligent Decision-Making Support Systems Approach

  • Editors: Manuel Mora, Jorge Marx Gómez, Leonardo Garrido, Francisco Cervantes Pérez

  • Series Title: Intelligent Systems Reference Library

  • DOI: https://doi.org/10.1007/978-3-642-39928-2

  • Publisher: Springer Berlin, Heidelberg

  • eBook Packages: Engineering, Engineering (R0)

  • Copyright Information: Springer-Verlag Berlin Heidelberg 2014

  • Hardcover ISBN: 978-3-642-39927-5Published: 31 October 2013

  • Softcover ISBN: 978-3-662-51037-7Published: 27 August 2016

  • eBook ISBN: 978-3-642-39928-2Published: 19 October 2013

  • Series ISSN: 1868-4394

  • Series E-ISSN: 1868-4408

  • Edition Number: 1

  • Number of Pages: XII, 232

  • Number of Illustrations: 64 b/w illustrations

  • Topics: Computational Intelligence, Artificial Intelligence

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