Development of a Generative AI Powered Application for Enhanced ICT Services Data Analysis and Interpretation

This study addresses that gap by presenting the design, development, and evaluation of a Generative AI-powered Decision Support System (DSS) aimed at transforming ICT services at St. Paul University Philippines. The DSS shifts service management from reactive to proactive by utilizing Generative AI-enhanced descriptive, diagnostic, predictive, and prescriptive analytics. It specifically tackles challenges in equipment maintenance, service request management, and system performance monitoring, thereby optimizing decision-making and service efficiency. Employing a Descriptive and Developmental Research Design, the DSS was rigorously evaluated. IT experts assessed its technical quality and AI functionality using ISO/IEC 25010 standards, while SPUP administrators evaluated user acceptance through the Technology Acceptance Model, focusing on perceived ease of use and the utility of AI-driven insights.