IT service management (ITSM) systems accumulate large volumes of heterogeneous ticket data that are difficult for sales and executive stakeholders to convert into actionable intelligence. This paper presents a sociotechnical AI pipeline, designed and evaluated following design science research principles, that transforms raw ITSM exports into a multilevel decision-support artifact. The pipeline combines LLM-based schema normalization, HDBSCAN sub-topic clustering, and hierarchical agglomerative clustering to generate executive-facing Main-topics and granular Sub-topics. A stakeholder evaluation across six artifacts and five raters from Sales Engineering and customer success roles shows that all four decision-support metrics, interpretability, actionability, trust, and likelihood of use, on average exceed 4.0 out of 5.0, with trust as the most consistent signal. The findings position ITSM analytics as an Information Systems (IS) problem of transformation, abstraction, and human-centered design.
AI-driven algorithms and automated tools are increasingly embedded in the correctional landscape, shaping parole eligibility,release decisions, and surveillance. These tools are also often framed as objective, inevitable solutions to inefficiency andbias. Yet, these computational systems are rarely designed with input from justice-impacted individuals, which means theymight fail to address the real needs of incarcerated people. To address this gap, we surveyed 31 formerly incarcerated peopleabout their parole experiences and their visions for technologies that could support parole preparation. Contrary to dominantassumptions, participants did not imagine computational tools as instruments to dismantle the prison system, but as resourcesfor navigating power: translating complex parole concepts into culturally familiar terms, documenting personal transformationin board-legible ways, and recognizing the often-invisible labor of families. We argue that these imaginaries point towardtechnologies designed for strategic agency, where tools help incarcerated individuals and their families build the capacity tonavigate existing power structures in pursuit of freedom. We conclude by reframing computational tools for parole awayfrom surveillance and toward human-centered systems that support people in navigating carceral power structures.
Sociotechnical alignment concerns the social desirability of AI behavior and is thus inherently normative, not merely technical. While NLP research increasingly addresses its technical aspects, it often leaves underspecified what such "social desirability" entails. We argue that this reflects a fundamental gap: the absence of a systematic way to specify how sociotechnical alignment defines, justifies, and evaluates socially desirable AI behavior. To address this gap, we introduce a human-centered framework for specifying sociotechnical alignment. We draw on social-scientific accounts of sociobehavioral desirability to ground the basis for behavioral desirability judgments and use this framework to analyze how alignment is specified in practice. Our systematic literature review identifies recurring patterns: normative concepts grounding desirability judgments are often unspecified or conflated with alignment targets for (desired) system behavior, target populations are underdefined, and design choices are rarely theoretically justified. These findings point to a lack of conceptual specificity that limits cumulative progress. We therefore offer recommendations that link social-scientific frameworks to alignment design choices, supporting more conceptually precise approaches to sociotechnical alignment.