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This paper aims to explore the effect of an artificial intelligence-enabled decision support system (AIDSS) on decision-making processes within a university setting, focusing on the ICT department of a selected South African university. The research objectives revolve around the effectiveness of AIDSS in enhancing decision-making in higher education institutions. Convenience sampling was employed in this study and a questionnaire administered to 28 participants. These methods were chosen to gather insights into the practical application of AI technology in the context of IT operational decision-making. The major findings of this research reveal that AIDSS has the potential to significantly improve decision-making processes in higher education. Despite these advancements, the research acknowledges the ethical and societal implications arising from AI integration, underscoring the importance of achieving a balance between technical advancement and the upholding of human values. As a major policy implication, this study underscores the importance of embracing AI technologies in higher education institutions to enhance decision-making processes, thus improving the efficiency and effectiveness of IT operations. The original contribution of this research lies in its exploration of the practical use of AIDSS in South African higher education, offering insights into how AI can be harnessed to advance decision-making.
Funda et al. (Sun,) studied this question.