TADS: A task assignment decision support system for IT services

This paper develops a task assignment decision support (TADS) system for an IT service manager to assign one or multiple tasks to the most suitable IT analysts. Developed for overcoming the deficiencies of the current task assignment practice in a case company, the TADS system approaches the task assignment problem in a novel and effective manner. With a decision rule knowledge base, a multiattribute decision making model and an optimization model, the TADS system can help make rational, consistent and informed decisions under various decision settings. An empirical study is conducted on both single and multiple task assignments to demonstrate the feasibility and effectiveness of the TADS system.