Towards an improved IT service desk system and processes: a case study

Article

Jäntti, Marko, Cater-Steel, Aileen and Shrestha, Anup. 2012. "Towards an improved IT service desk system and processes: a case study." International Journal on Advances in Systems and Measurements. 5 (3 & 4), pp. 203-215.
Article Title

Towards an improved IT service desk system and processes: a case study

Article CategoryArticle
AuthorsJäntti, Marko (Author), Cater-Steel, Aileen (Author) and Shrestha, Anup (Author)
Journal TitleInternational Journal on Advances in Systems and Measurements
Journal Citation5 (3 & 4), pp. 203-215
Number of Pages13
Year2012
Web Address (URL)http://www.iariajournals.org/systems_and_measurements/
Abstract

An IT service desk provides a Single Point of Contact for the customers and users regarding support requests.
The world-wide adoption of IT Infrastructure Library
(ITIL) framework has also pushed organizations to improve
their service desk operations. However, improving the service desk is a serious challenge for many IT service providers. Many government organizations in Finland have started to use ITIL in their service desks and need help in configuring service desk tools and defining processes. The research problem of this study is: How could an IT service provider’s service desk operations be improved by using IT service management best practices? The main contribution of this paper is to present results of a case study on IT service support in Finnish Tax Administration. First, the customer support challenges are described. Second, we present how these challenges were solved by using ITIL based practices. Third, we show how service desk performance and ITSM training usefulness were measured. Finally, lessons learnt from the case are presented.

Keywordsservice desk; service management; IT service; incident management
ANZSRC Field of Research 2020460908. Information systems organisation and management
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Byline AffiliationsGriffith University
School of Information Systems
Institution of OriginUniversity of Southern Queensland
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Razo-Zapata, Ivan S., Shrestha, Anup and Proper, Erik. 2017. "An Assessment Framework to Determine the Strategic Value of IT Architectures in Smart Grids." Riemer, Kai, Indulska, Marta and Tuunainen, Virpi Kristiina (ed.) 28th Australasian Conference on Information Systems (ACIS 2017). Hobart, Australia 04 - 06 Dec 2017 Hobart, Australia.
The evolution of the TIPA framework: towards the automation of the assessment process in a design science research project
Barafort, Beatrix, Shrestha, Anup and Cortina, Stephane. 2017. "The evolution of the TIPA framework: towards the automation of the assessment process in a design science research project." Mas, Antonia, Mesquida, Antoni, O'Connor, Rory V., Rout, Terry and Dorling, Alec (ed.) 17th International Conference on Software Process Improvement and Capability Determination (SPICE 2017). Palma de Mallorca, Spain 04 - 05 Oct 2017 Cham, Switzerland. https://doi.org/10.1007/978-3-319-67383-7_9
The role of international standards to corroborate artefact development and evaluation: experiences from a design science research project in process assessment
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark and Rout, Terry. 2017. "The role of international standards to corroborate artefact development and evaluation: experiences from a design science research project in process assessment." Mas, Antonia, Mesquida, Antoni, O'Connor, Rory V., Rout, Terry and Dorling, Alec (ed.) 17th International Conference on Software Process Improvement and Capability Determination (SPICE 2017). Palma de Mallorca, Spain 04 - 05 Oct 2017 Cham, Switzerland. https://doi.org/10.1007/978-3-319-67383-7_32
An empirical assessment of the CIO role expectations instrument using PLS path modelling
Al-Taie, Moyassar, Lane, Michael and Cater-Steel, Aileen. 2018. "An empirical assessment of the CIO role expectations instrument using PLS path modelling." Communications of the Association for Information Systems. 42 (1), pp. 1-20. https://doi.org/10.17705/1CAIS.04201
Managing the risks of data security and privacy in the cloud: a shared responsibility between the cloud service provider and the client organisation
Lane, Michael, Shrestha, Anup and Ali, Omar. 2017. "Managing the risks of data security and privacy in the cloud: a shared responsibility between the cloud service provider and the client organisation." Bright Internet Global Summit 2017. Seoul, Korea 08 - 10 Dec 2017
Conducting software-mediated assessments for improvement
Shrestha, Anup. 2017. "Conducting software-mediated assessments for improvement." Sharing experiences of business computing between Australia and Korea (2017). Hobart, Australia 06 Dec 2017
Determinants of effective knowledge transfer from academic researchers to industry practitioners
Rajaeian, Mohammad Mehdi, Cater-Steel, Aileen and Lane, Michael. 2018. "Determinants of effective knowledge transfer from academic researchers to industry practitioners." Journal of Engineering and Technology Management. 47 (January-March), pp. 37-52. https://doi.org/10.1016/j.jengtecman.2017.12.003
Proactive management of IT operations to improve IT services
Jantti, Marko and Cater-Steel, Aileen. 2017. "Proactive management of IT operations to improve IT services." Journal of Information Systems and Technology Management. 14 (2), pp. 191-218. https://doi.org/10.4301/S1807-17752017000200004
Decision support systems for IT service management
Cater-Steel, Aileen, Valverde, Raul, Shrestha, Anup and Toleman, Mark. 2016. "Decision support systems for IT service management." International Journal of Information and Decision Sciences. 8 (3), pp. 284-304. https://doi.org/10.1504/IJIDS.2016.078588
Innovative decision support for IT service management
Shrestha, Anup, Cater-Steel, Aileen and Toleman, Mark. 2016. "Innovative decision support for IT service management." Journal of Decision Systems. 25 (Supplement 1), pp. 486-499. https://doi.org/10.1080/12460125.2016.1187424
Sustaining the momentum: a cross-institutional community of practice for research supervisors
Cater-Steel, Aileen, McDonald, Jacquie, Albion, Peter and Redmond, Petrea. 2017. "Sustaining the momentum: a cross-institutional community of practice for research supervisors." McDonald, Jacquie and Cater-Steel, Aileen (ed.) Implementing communities of practice in higher education: dreamers and schemers. Singapore. Springer. pp. 3-17
A systematic literature review and critical assessment of model-driven decision support for IT outsourcing
Rajaeian, Mohammad Mehdi, Cater-Steel, Aileen and Lane, Michael. 2017. "A systematic literature review and critical assessment of model-driven decision support for IT outsourcing." Decision Support Systems. 102, pp. 42-56. https://doi.org/10.1016/j.dss.2017.07.002
Evaluation of software mediated process assessments for IT service management
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark and Rout, Terry. 2015. "Evaluation of software mediated process assessments for IT service management." Rout, Terry, O’Connor, Rory V. and Dorling, Alec (ed.) 15th International Conference on Software Process Improvement and Capability Determination (SPICE 2015). Gothenburg, Sweden 16 - 17 Jun 2015 Cham, Switzerland. https://doi.org/10.1007/978-3-319-19860-6_7
Software-mediated process assessment in IT service management
Cater-Steel, Aileen, Tan, Wui-Gee, Toleman, Mark, Rout, Terry and Shrestha, Anup. 2013. "Software-mediated process assessment in IT service management." Woronowicz, Tanja, Rout, Terry, O'Connor, Rory and Dorling, Alec (ed.) 13th International Conference on Software Process Improvement and Capability Determination (SPICE 2013). Bremen, Germany 04 - 06 Jun 2013 Berlin, Germany. https://doi.org/10.1007/978-3-642-38833-0_17
An empirical analysis of SNS users and their privacy and security awareness of risks associated with sharing SNS profiles (online identities)
Lane, Michael Steven and Shrestha, Anup. 2011. "An empirical analysis of SNS users and their privacy and security awareness of risks associated with sharing SNS profiles (online identities)." Rotchanakitumnuai, Siriluck and Kaewkitipong, Laddawan (ed.) 11th International Conference on Electronic Business: Borderless e-Business for the Next Decade (ICEB 2011). Bangkok, Thailand 28 Nov - 02 Dec 2011 Bangkok, Thailand.
Measuring e-learning system success (Research in progress)
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2011. "Measuring e-learning system success (Research in progress)." Seddon, Peter and Gregor, Shirley (ed.) 15th Pacific Asia Conference on Information Systems (PACIS 2011): Quality Research in Pacific Asia. Brisbane, Australia 07 - 11 Jul 2011 Brisbane, Australia.
Alleviating design silence in design science research: a proposal of a design method
Gacenga, Francis, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2012. "Alleviating design silence in design science research: a proposal of a design method." McClean, Rachel (ed.) 11th European Conference on Research Methods in Business and Management. Bolton, United Kingdom 28 - 29 Jun 2012 Reading, UK.
Do they read your research? An investigation of practitioners’ use of IT outsourcing and cloud sourcing research
Rajaeian, Mohammad Mehdi, Cater-Steel, Aileen and Lane, Michael. 2016. "Do they read your research? An investigation of practitioners’ use of IT outsourcing and cloud sourcing research." Van Der Meer, Rosemary V. (ed.) 27th Australasian Conference on Information Systems (ACIS 2016). Wollongong, Australia 05 - 07 Dec 2016 Australia.
A measurement model to link process operational measures to risks associated with attainment of business critical success factors
Behari, Suren, Cater-Steel, Aileen, Shrestha, Anup and Soar, Jeffrey. 2016. "A measurement model to link process operational measures to risks associated with attainment of business critical success factors." 6th International Engaged Management Scholarship Conference (EMS 2016). Paris, France 08 - 11 Sep 2016
Software-mediated process assessment for IT service capability management
Shrestha, Anup, Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2014. "Software-mediated process assessment for IT service capability management." Avgerou, Chrisanthi and Te'eni, Dov (ed.) 22nd European Conference on Information Systems (ECIS 2014): Digital Work, Digital Life. Tel Aviv, Israel 09 - 11 Jun 2014 Tel Aviv, Israel.
The CIO role expectations instrument: validation and model testing
Al-Taie, Moyassar, Lane, Michael S. and Cater-Steel, Aileen. 2013. "The CIO role expectations instrument: validation and model testing." Aisyah, Hepu and Standing, Craig (ed.) 24th Australasian Conference on Information Systems (ACIS 2013). Melbourne, Australia 04 - 06 Dec 2013 Melbourne, Australia.
An organisational change approach to implementing IT service management
Blumberg, Malcolm, Cater-Steel, Aileen and Soar, Jeffrey. 2014. "An organisational change approach to implementing IT service management." Tan, Felix and Bunker, Deborah (ed.) 25th Australasian Conference on Information Systems (ACIS 2014). Auckland, New Zealand 08 - 10 Dec 2014 Auckland, New Zealand.
How to communicate evaluation work in design science research? An exemplar case study
Shrestha, Anup, Cater-Steel, Aileen and Toleman, Mark. 2014. "How to communicate evaluation work in design science research? An exemplar case study." Tan, Felix and Bunker, Deborah (ed.) 25th Australasian Conference on Information Systems (ACIS 2014). Auckland, New Zealand 08 - 10 Dec 2014 Auckland, New Zealand.
A decision support tool to define scope in IT service management process assessment and improvement
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2013. "A decision support tool to define scope in IT service management process assessment and improvement." vom Brocke, Jan, Hekkala, Riitta, Ram, Sudha and Rossi, Matti (ed.) 8th International Conference on Design Science at the Intersection of Physical and Virtual Design (DESRIST 2013). Helsinki, Finland 11 - 12 Jun 2013 Germany. Springer. https://doi.org/10.1007/978-3-642-38827-9_21
Prudential regulatory risk governance of IT multi-sourcing strategies within the Australian banking sector
Strong, Brian, Cater-Steel, Aileen and Lane, Michael. 2014. "Prudential regulatory risk governance of IT multi-sourcing strategies within the Australian banking sector." Tan, Felix and Bunker, Deborah (ed.) 25th Australasian Conference on Information Systems (ACIS 2014). Auckland, New Zealand 08 - 10 Dec 2014 Auckland, New Zealand.
Building a software tool for transparent and efficient process assessments in IT service management
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2014. "Building a software tool for transparent and efficient process assessments in IT service management." Tremblay, M. C., VanderMeer, D., Rothenberger, M., Gupta, A. and Yoon, V. (ed.) 9th International Conference on Design Science Research in Information Systems and Technologies (DESRIST 2014): Advancing the Impact of Design Science: Moving from Theory to Practice. Miami, United States 22 - 23 May 2014 Germany. Springer. https://doi.org/10.1007/978-3-319-06701-8_16
Data science and big data analytics in financial services: a case study
Behari, Suren, Cater-Steel, Aileen and Soar, Jeffrey. 2016. "Data science and big data analytics in financial services: a case study." Al-Hakim, Latif, Wu, Xiaobo, Koronios, Andy and Shou, Yongyi (ed.) Handbook of research on driving competitive advantage through sustainable, lean, and disruptive innovation. Hershey, PA, united States. IGI Global. pp. 396-423
Virtualising process assessments to facilitate continual service improvement in IT service management
Shrestha, Anup, Cater-Steel, Aileen and Toleman, Mark. 2015. "Virtualising process assessments to facilitate continual service improvement in IT service management." 26th Australasian Conference on Information Systems (ACIS 2015). Adelaide, Australia 30 Nov - 04 Dec 2015 Adelaide, South Australia.
The issue of reliability in software mediated process assessments
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark, Rout, Terry and Behari, Suren. 2016. "The issue of reliability in software mediated process assessments." Clarke, Paul M., O'Connor, Rory V., Rout, Terry and Dorling, Alec (ed.) Software Process Improvement and Capability Determination 16th International Conference, SPICE 2016. Dublin, Ireland 09 - 10 Jun 2016 Switzerland. https://doi.org/10.1007/978-3-319-38980-6_15
Determinants of perceived usefulness of e-learning systems
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2016. "Determinants of perceived usefulness of e-learning systems." Computers in Human Behavior. 64, pp. 843-858. https://doi.org/10.1016/j.chb.2016.07.065
IT outsourcing decision factors in research and practice: a case study
Rajaeian, Mohammad Mehdi, Cater-Steel, Aileen and Lane, Michael. 2015. "IT outsourcing decision factors in research and practice: a case study." 26th Australasian Conference on Information Systems (ACIS 2015). Adelaide, Australia 30 Nov - 04 Dec 2015 Adelaide, South Australia.
Towards transparent and efficient process assessments for IT service management
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark and Rout, Terry. 2014. "Towards transparent and efficient process assessments for IT service management." Communications in Computer and Information Science. 477, pp. 165-176. https://doi.org/10.1007/978-3-319-13036-1_15
Consistent! Transparent! D.I.Y. ITSM process assessment approach
Shrestha, Anup and Kennedy, Graham. 2014. "Consistent! Transparent! D.I.Y. ITSM process assessment approach." iTSMF Australia Annual Conference (LEADit 2014): IT Service Management in a Connected World. Melbourne, Australia 13 - 15 Aug 2014 Melbourne, Australia.
Barriers to green IT service management: a case study
Nomani, Arshad and Cater-Steel, Aileen. 2014. "Barriers to green IT service management: a case study." 20th Americas Conference on Information Systems (AMCIS 2014): Smart Sustainability: The Information Systems Opportunity. Savannah, United States 07 - 09 Aug 2014 Atlanta, GA. United States.
A method to select IT service management processes for improvement
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2014. "A method to select IT service management processes for improvement." JITTA: an information systems journal. 15 (3), pp. 31-56.
IT service management: a cross-national study of ITIL adoption
Marrone, Mauricio, Gacenga, Francis, Cater-Steel, Aileen and Kolbe, Lutz. 2014. "IT service management: a cross-national study of ITIL adoption." Communications of the Association for Information Systems. 34 (1), pp. 865-892. https://doi.org/10.17705/1cais.03449
Measuring IT service quality: evaluation of IT service quality measurement framework in industry
Cater-Steel, Aileen and Lepmets, Marion. 2014. "Measuring IT service quality: evaluation of IT service quality measurement framework in industry." Journal of Service Science Research. 6 (1), pp. 125-147. https://doi.org/10.1007/s12927-014-0005-5
Smart tools for IT service management: a review of two decision support system projects
Valverde, Raul, Cater-Steel, Aileen, Shrestha, Anup and Toleman, Mark. 2014. "Smart tools for IT service management: a review of two decision support system projects." Sharda, Ramesh and Sagarnaga, Jose (ed.) 4th International Conference on Engaged Management Scholarship (EDBA 2014): Bridging. Tulsa, United States 11 - 14 Sep 2014 Tulsa, OK. United States. https://doi.org/10.2139/ssrn.2553012
A past to present journey: a critical analysis of the Chief Information Officer role
Al-Taie, Moyassar, Lane, Michael and Cater-Steel, Aileen. 2015. "A past to present journey: a critical analysis of the Chief Information Officer role." Wadhwa, Manish and Harper, Alan (ed.) Technology, innovation and enterprise transformation. Hershey PA, USA. IGI Global. pp. 180-206
A Cynefin based approach to process model tailoring and goal alignment
Lepmets, Marion, O'Connor, Rory V., Cater-Steel, Aileen, Mesquida, Antoni Lluis and McBride, Tom. 2014. "A Cynefin based approach to process model tailoring and goal alignment." da Silva, Alberto Rodrigues, Machado, Ricardo J., Brito, Miguel A. and Silva, Antonio Rito (ed.) 9th International Conference on the Quality of Information and Communications Technology (QUATIC 2014). Guimaraes, Portugal 23 - 26 Sep 2014 Piscataway, NJ. United States. https://doi.org/10.1109/QUATIC.2014.30
Prudential risk management of IT sourcing strategies: a case study of an Australian bank
Strong, Brian, Cater-Steel, Aileen and Lane, Michael. 2014. "Prudential risk management of IT sourcing strategies: a case study of an Australian bank." 20th Americas Conference on Information Systems (AMCIS 2014): Smart Sustainability: The Information Systems Opportunity. Savannah, United States 07 - 09 Aug 2014 Atlanta, GA. United States.
Development and evaluation of a software-mediated process assessment approach in IT service management
Shrestha, Anup. 2015. Development and evaluation of a software-mediated process assessment approach in IT service management. PhD Thesis Doctor of Philosophy. University of Southern Queensland.
A tool for IT service management process assessment for process improvement
Shrestha, Anup, Cater-Steel, Aileen, Tan, Wui-Gee, Toleman, Mark and Rout, Terry. 2013. "A tool for IT service management process assessment for process improvement." Heidrich, Jens, Oivo, Markku, Jedlitschka, Andreas and Baldassarre, Marie Teresa (ed.) 14th International Conference on Product-Focused Software Process Improvement (PROFES 2013). Paphos, Cyprus 12 - 14 Jun 2013 Berlin, Germany. Springer. https://doi.org/10.1007/978-3-642-39259-7_27
The evaluation of the IT service quality measurement framework in industry
Lepmets, Marion, Mesquida, Antoni Lluis, Cater-Steel, Aileen, Mas, Antonia and Ras, Eric. 2014. "The evaluation of the IT service quality measurement framework in industry." Global Journal of Flexible Systems Management. 15 (1), pp. 39-57. https://doi.org/10.1007/s40171-013-0052-7
The relationship between organisational strategic IT vision and CIO roles: one size does not fit all
Al-Taie, Moyassar, Lane, Michael and Cater-Steel, Aileen. 2014. "The relationship between organisational strategic IT vision and CIO roles: one size does not fit all." Australasian Journal of Information Systems. 18 (2), pp. 59-89.
ITSM process assessments using ISO/IEC 15504 for CSI
Shrestha, Anup, Collins, Paul and Cater-Steel, Aileen. 2013. "ITSM process assessments using ISO/IEC 15504 for CSI." Informed Intelligence: ITSMF Australia Bulletin.
Efficient intrusion detection scheme based on SVM
Zhou, Guangping and Shrestha, Anup. 2013. "Efficient intrusion detection scheme based on SVM." Journal of Networks. 8 (9), pp. 2128-2134. https://doi.org/10.4304/jnw.8.9.2128-2134
E-learning service delivery quality: a determinant of user satisfaction
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2013. "E-learning service delivery quality: a determinant of user satisfaction." Kats, Yefim (ed.) Learning management systems and instructional design: best practices in online education. Hershey, PA. United States. IGI Global. pp. 89-127
Exploring the impact of IT service management process improvement initiatives: a case study approach
Jantti, Marko, Rout, Terry, Wen, Lian, Heikkinen, Sanna and Cater-Steel, Aileen. 2013. "Exploring the impact of IT service management process improvement initiatives: a case study approach." Woronowicz, Tanja, Rout, Terry, O'Connor, Rory and Dorling, Alec (ed.) 13th International Conference on Software Process Improvement and Capability Determination (SPICE 2013). Bremen, Germany 04 - 06 Jun 2013 Berlin, Germany. https://doi.org/10.1007/978-3-642-38833-0_16
The role of IT service management in green IT
Cater-Steel, Aileen and Tan, Wui-gee. 2010. "The role of IT service management in green IT." ITSMF Bulletin: Informed Intelligence.
Social ITSM - challenges and benefits
Shrestha, Anup. 2012. "Social ITSM - challenges and benefits." At Your Service. 2 (3), pp. 3-7.
Social ITSM: exploring challenges and benefits
Shrestha, Anup. 2012. "Social ITSM: exploring challenges and benefits." ITSMF Bulletin: Informed Intelligence.
IT infrastructure and its role in the success of e-learning systems: measurement and causal models
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2012. "IT infrastructure and its role in the success of e-learning systems: measurement and causal models." Fonseca, Benjamin (ed.) 18th Conference of the European University Information Systems: A 360 Degree Perspective on IT/IS in Higher Education (EUNIS 2012). Vila Real, Portugal 20 - 22 Jun 2012 Vila Real, Portugal.
IT infrastructure services as a requirement for e-learning system success
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2013. "IT infrastructure services as a requirement for e-learning system success." Computers and Education. 69, pp. 431-451. https://doi.org/10.1016/j.compedu.2013.07.035
The effect of service delivery quality on customer value of e-learning systems
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2012. "The effect of service delivery quality on customer value of e-learning systems." Rocha, Alvaro, Calvo-Manzano, Jose, Reis, Luis Paulo and Cota, Manuel Perez (ed.) 7th Iberian Conference on Information Systems and Technologies (CISTI 2012). Madrid, Spain 20 - 23 Jun 2012 Portugal.
A model to select processes for IT service management improvement
Shrestha, Anup, Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2012. "A model to select processes for IT service management improvement." Lamp, John (ed.) 23rd Australasian Conference on Information Systems (ACIS 2012). Geelong, Australia 03 - 05 Dec 2012 Geelong, Australia.
A proposal and evaluation of a design method in design science research
Gacenga, Francis, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2012. "A proposal and evaluation of a design method in design science research." Electronic Journal of Business Research Methods. 10 (2), pp. 89-100.
Identifying the determinants of e-learning service delivery quality
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2012. "Identifying the determinants of e-learning service delivery quality." Lamp, John (ed.) 23rd Australasian Conference on Information Systems (ACIS 2012). Geelong, Australia 03 - 05 Dec 2012 Geelong, Australia.
Extending the IT service quality measurement framework through a systematic literature review
Lepmets, Marion, Cater-Steel, Aileen, Gacenga, Francis and Ras, Eric. 2012. "Extending the IT service quality measurement framework through a systematic literature review." Journal of Service Science Research. 4 (1), pp. 7-47. https://doi.org/10.1007/s12927-012-0001-6
IT service management: towards a contingency theory of performance measurement
Gacenga, Francis, Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2011. "IT service management: towards a contingency theory of performance measurement." 32nd International Conference on Information Systems (ICIS 2011). Shanghai, China 04 - 07 Dec 2011 Atlanta, GA. United States.
A model to measure e-learning systems success
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2012. "A model to measure e-learning systems success." Belkhamza, Zakariya and Wafa, Syed Azizi (ed.) Measuring organizational information systems success: new technologies and practices. Hershey, PA, USA. IGI Global. pp. 293-317
Measuring the performance of IT service management
Gacenga, Francis, Cater-Steel, Aileen and Toleman, Mark. 2011. "Measuring the performance of IT service management." Communications of Global Information Technology (COGIT). 3 (2011), pp. 13-24.
Measuring IT service management performance: a model development
Gacenga, Francis, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2012. "Measuring IT service management performance: a model development." Belkhamza, Zakariya and Wafa, Syed Azizi (ed.) Measuring organizational information systems success: new technologies and practices. Hershey, PA. United States. IGI Global. pp. 102-119
itSMF Australia 2011 Conference: Summary Report of ITSM Standards and Frameworks Survey
Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2011. itSMF Australia 2011 Conference: Summary Report of ITSM Standards and Frameworks Survey. Toowoomba, Australia. University of Southern Queensland.
Measuring the performance of service orientated IT management
Gacenga, Francis, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2011. "Measuring the performance of service orientated IT management." Sprouts: working papers on information environments, systems and organizations. 11 (162).
Insights into intelligent parking technology adoption
Bilodeau, Victor, Cater-Steel, Aileen and Soar, Jeffrey. 2011. "Insights into intelligent parking technology adoption." Su, Ying and Al-Hakim, Latif (ed.) COINFO 2011: 6th International Conference on Cooperation and Promotion of Information Resources in Science and Technology: Coordinative Innovation and Open Sharing. Hangzhou, China 12 - 14 Nov 2011 Irvine, CA, United States.
Important themes in postgraduate research supervision and examination for communities of practice
Symonds, Judith and Cater-Steel, Aileen. 2009. "Important themes in postgraduate research supervision and examination for communities of practice." Scheepers, Helana and Davern, Michael (ed.) 20th Australasian Conference on Information Systems (ACIS 2009). Melbourne, Australia 02 - 04 Dec 2009 Melbourne, Australia.
Using institutionalism as a lens to examine ITIL adoption and diffusion
Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2009. "Using institutionalism as a lens to examine ITIL adoption and diffusion." Scheepers, Helana and Davern, Michael (ed.) 20th Australasian Conference on Information Systems (ACIS 2009). Melbourne, Australia 02 - 04 Dec 2009 Melbourne, Australia.
Implementing centralised IT service management: drawing lessons from the public sector
Tan, Wui-Gee, Cater-Steel, Aileen, Toleman, Mark and Seaniger, Rachel. 2007. "Implementing centralised IT service management: drawing lessons from the public sector." Toleman, Mark, Cater-Steel, Aileen and Roberts, Dave (ed.) 18th Australasian Conference on Information Systems (ACIS 2007). Toowoomba, Australia 05 - 07 Dec 2007 Toowoomba, Australia.
SME adoption of e-Commerce in the Central Okanagan region of Canada
Sparling, Lynn, Cater-Steel, Aileen and Toleman, Mark. 2007. "SME adoption of e-Commerce in the Central Okanagan region of Canada." Toleman, Mark, Cater-Steel, Aileen and Roberts, Dave (ed.) 18th Australasian Conference on Information Systems (ACIS 2007). Toowoomba, Australia 05 - 07 Dec 2007 Toowoomba, Australia.
A web site sophistication model based on value-added technology solutions and services
Ally, Mustafa, Cater-Steel, Aileen and Toleman, Mark. 2007. "A web site sophistication model based on value-added technology solutions and services." Toleman, Mark, Cater-Steel, Aileen and Roberts, Dave (ed.) 18th Australasian Conference on Information Systems (ACIS 2007). Toowoomba, Australia 05 - 07 Dec 2007 Toowoomba, Australia.
Short and long-term impacts of SPI in small software firms
Cater-Steel, Aileen, Rout, Terry and Toleman, Mark. 2006. "Short and long-term impacts of SPI in small software firms." Spencer, S. and Jenkins, A. (ed.) 17th Australasian Conference on Information Systems (ACIS 2006). Adelaide, Australia 06 - 08 Dec 2006 Australia.
Transforming IT service management - the ITIL impact
Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2006. "Transforming IT service management - the ITIL impact." Spencer, S. and Jenkins, A. (ed.) 17th Australasian Conference on Information Systems (ACIS 2006). Adelaide, Australia 06 - 08 Dec 2006 Australia.
Factors influencing the decisions of SMEs to purchase software package upgrades
Roberts, Dave, Cater-Steel, Aileen and Toleman, Mark. 2006. "Factors influencing the decisions of SMEs to purchase software package upgrades." Spencer, S. and Jenkins, A. (ed.) 17th Australasian Conference on Information Systems (ACIS 2006). Adelaide, Australia 06 - 08 Dec 2006 Australia.
The impact of quality assurance certification on Australian software developers
Cater-Steel, Aileen and Fitzgerald, Edmond P.. 1996. "The impact of quality assurance certification on Australian software developers." 7th Australasian Conference on Information Systems (ACIS 1996). Hobart, Australia 1996 Hobart, Australia.
System development in the new millennium: an Australian perspective on OO adoption
Low, Ee Kuan, Cavaye, Angele and Cater-Steel, Aileen. 2000. "System development in the new millennium: an Australian perspective on OO adoption." 11th Australasian Conference on Information Systems (ACIS 2000). Brisbane, Australia 06 - 08 Dec 2000 Brisbane, Australia.
Resolving the troubled IT-business relationship from a cultural perspective
Cormack, Sandra, Cater-Steel, Aileen, Nord, Jeretta Horn and Nord, G. Daryl. 2001. "Resolving the troubled IT-business relationship from a cultural perspective." 12th Australasian Conference on Information Systems (ACIS 2001). Coffs Harbour, Australia 04 - 07 Dec 2001 Brisbane, Australia.
Propeller heads - handle with care: improving the IT-business relationship through cultural awareness
Cormack, Sandra, Cater-Steel, Aileen, Nord, Jeretta Horn and Nord, G. Daryl. 2001. "Propeller heads - handle with care: improving the IT-business relationship through cultural awareness." BITWorld Conference 2001. Cairo, Egypt 04 - 06 Jun 2001 Kowloon, Hong Kong.
Prescription to remedy the IT-business relationship
Cormack, Sandra and Cater-Steel, Aileen. 2003. "Prescription to remedy the IT-business relationship." Clarke, Steve, Coakes, Elayne, Gordon Hunter, M. and Wenn, Andrew (ed.) Socio-technical and human cognition elements of information systems. Hershey, PA, United States. IGI Global. pp. 181-202
Reuse: can it deliver competitive performance?
Cater-Steel, Aileen and Ah-Fock, Stephano. 2000. "Reuse: can it deliver competitive performance?" 11th Australasian Conference on Information Systems (ACIS 2000). Brisbane, Australia 06 - 08 Dec 2000 Brisbane, Australia.
Addressing the challenges of replications of surveys in software engineering research
Cater-Steel, Aileen, Toleman, Mark and Rout, Terry. 2005. "Addressing the challenges of replications of surveys in software engineering research." Verner, Verner and Travassos, Guilherme Horta (ed.) ISESE 2005: on Empirical Software Engineering. Noosa Heads, Australia 17 - 18 Nov 2005 Red Hook, NY, USA. https://doi.org/10.1109/ISESE.2005.1541829
SPI assessment retrospective: evaluating long-term benefits for small firms
Cater-Steel, Aileen and Rout, Terry. 2006. "SPI assessment retrospective: evaluating long-term benefits for small firms." 6th International SPICE Conference: Software Process Improvement and Capability Determination. Luxembourg 03 - 05 May 2006 Luxembourg.
IT culture: its impact on communication and work relationships in business
Nord, Jeretta Horn, Nord, G. Daryl, Cormack, Sandra and Cater-Steel, Aileen. 2007. "IT culture: its impact on communication and work relationships in business ." International Journal of Intercultural Information Management. 1 (1), pp. 85-107. https://doi.org/10.1504/IJIIM.2007.014373
e-Commerce definition dilemma
Cater-Steel, Aileen and Grist, Shelly. 2006. "e-Commerce definition dilemma." Marshall, Stewart, Taylor, Wal and Yu, Xinghuo (ed.) Encyclopedia of developing regional communities with information and communication technology. Hershey, PA, United States. IGI Global. pp. 152-158
Keeping score: measuring ITSM performance
Gacenga, Francis, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2011. "Keeping score: measuring ITSM performance." 14th National Conference of IT Service Management Forum (itSMF) Australia. Perth, Australia 17 - 19 Aug 2010 Melbourne, Australia.
IT service management in the academic curriculum: comparing an Australian and German experience
Cater-Steel, Aileen, Zarnekow, Ruediger and Wulf, Jochen. 2011. "IT service management in the academic curriculum: comparing an Australian and German experience." Seddon, Peter and Gregor, Shirley (ed.) 15th Pacific Asia Conference on Information Systems (PACIS 2011): Quality Research in Pacific Asia. Brisbane, Australia 07 - 11 Jul 2011 Brisbane, Australia.
Performance measurement of IT service management: a case study of an Australian university
Gacenga, Francis and Cater-Steel, Aileen. 2011. "Performance measurement of IT service management: a case study of an Australian university." Seddon, Peter and Gregor, Shirley (ed.) 15th Pacific Asia Conference on Information Systems (PACIS 2011): Quality Research in Pacific Asia. Brisbane, Australia 07 - 11 Jul 2011 Brisbane, Australia.
Towards a framework and contingency theory for performance measurement: a mixed-method approach [Research in progress]
Gacenga, Francis, Cater-Steel, Aileen and Tan, Wui-Gee. 2011. "Towards a framework and contingency theory for performance measurement: a mixed-method approach [Research in progress]." Seddon, Peter and Gregor, Shirley (ed.) 15th Pacific Asia Conference on Information Systems (PACIS 2011): Quality Research in Pacific Asia. Brisbane, Australia 07 - 11 Jul 2011 Brisbane, Australia.
Embedding IT service management in the academic curriculum: a cross-national comparison
Cater-Steel, Aileen, Hine, Michael J. and Grant, Gerald. 2010. "Embedding IT service management in the academic curriculum: a cross-national comparison." Journal of Global Information Technology Management. 13 (4), pp. 64-92. https://doi.org/10.1080/1097198X.2010.10856526
An International Analysis of IT Service Management Benefits and Performance Measurement
Gacenga, Francis, Cater-Steel, Aileen and Toleman, Mark. 2010. "An International Analysis of IT Service Management Benefits and Performance Measurement ." Journal of Global Information Technology Management. 13 (4), pp. 28-63. https://doi.org/10.1080/1097198X.2010.10856525
A method for comparing traditional and component-based models in information systems re-engineering
Valverde, Raul, Toleman, Mark and Cater-Steel, Aileen. 2011. "A method for comparing traditional and component-based models in information systems re-engineering." Information Systems and e-Business Management. 9 (1), pp. 89-107. https://doi.org/10.1007/s10257-010-0139-z
The role of IT service management in green IT
Cater-Steel, Aileen and Tan, Wui-Gee. 2010. "The role of IT service management in green IT." Australasian Journal of Information Systems. 17 (1), pp. 107-125.
itSMF Australia 2010 Conference: summary report of ITSM standards and frameworks survey
Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2011. itSMF Australia 2010 Conference: summary report of ITSM standards and frameworks survey. Toowoomba, Australia. University of Southern Queensland.
Supporting women in engineering, science and technology: the Go West Project
Cater-Steel, Aileen and McDonald, Jacquie. 2010. "Supporting women in engineering, science and technology: the Go West Project." Hudson, Peter, Chandra, Vinesh, King, Donna and Lee, Kar-Tin (ed.) 1st Science, Technology, Engineering and Mathematics in Education Conference (STEM 2010). Brisbane, Australia 26 - 27 Nov 2010 Brisbane, Australia.
IT service personnel: changing the culture from technology to service
Cater-Steel, Aileen. 2011. "IT service personnel: changing the culture from technology to service." Wang, John (ed.) Information systems and new applications in the service sector: models and methods. Hershey, PA. United States. IGI Global. pp. 183-192
Traditional and alternative internet payment systems: the merchant perspective
Ally, Mustafa, Toleman, Mark and Cater-Steel, Aileen. 2010. "Traditional and alternative internet payment systems: the merchant perspective." 5th International Conference on Qualitative Research in IT & IT in Qualitative Research: The Traditions and Innovations of Qualitative Approaches in ICT Research (QualIT 2010). Brisbane, Australia 29 - 30 Nov 2010 Australia.
Delivering value through IT service management metrics
Gacenga, Francis and Cater-Steel, Aileen. 2010. "Delivering value through IT service management metrics." ITSMF Bulletin: Informed Intelligence. Summer, pp. 8-9.
What's Your PMF challenge?
Gacenga, Francis and Cater-Steel, Aileen. 2010. "What's Your PMF challenge?" ITSMF Bulletin: Informed Intelligence. Winter, pp. 15-17.
Go WEST - supporting women in engineering, science and technology: an Australian higher education case study
McDonald, Jacquelin, Loch, Birgit and Cater-Steel, Aileen. 2010. "Go WEST - supporting women in engineering, science and technology: an Australian higher education case study." Cater-Steel, Aileen and Cater, Emily (ed.) Women in engineering, science and technology: education and career challenges. Hershey, PA, United States. IGI Global. pp. 118-132
Software process improvement: assessments for small software firms
Cater-Steel, Aileen. 2010. Software process improvement: assessments for small software firms. Saarbrucken, Germany. VDM Verlag Dr. Muller.
Information systems at the University of Southern Queensland (USQ), 1st Australian/New Zealand ed.
Fryer, Maggie and Cater-Steel, Aileen. 2010. "Information systems at the University of Southern Queensland (USQ), 1st Australian/New Zealand ed." Baltzan, Paige, Phillips, Amy, Lynch, Kathy and Blakey, Peter (ed.) Business driven information systems. Sydney, Australia. McGraw-Hill Australia. pp. 239-241
Adoption of e-commerce by Canadian SMEs: defining organizational, environmental and innovation characteristics
Sparling, Lynn, Cater-Steel, Aileen and Toleman, Mark. 2010. "Adoption of e-commerce by Canadian SMEs: defining organizational, environmental and innovation characteristics." Encyclopedia of e-business development and management in the global economy. Hershey, PA, United States. IGI Global. pp. 305-315
IT service management standards: education challenges
Cater-Steel, Aileen and Toleman, Mark. 2010. "IT service management standards: education challenges." Jakobs, Kai (ed.) New applications in IT standards: developments and progress. Hershey, PA. United States. IGI Global. pp. 225-241
The influence of B2B e-commerce on SMEs' performance and efficiency: a review of the literature
Al-Bakri, Anas, Cater-Steel, Aileen and Soar, Jeffrey. 2010. "The influence of B2B e-commerce on SMEs' performance and efficiency: a review of the literature." International Journal of Liability and Scientific Enquiry. 3 (3), pp. 213-224. https://doi.org/10.1504/IJLSE.2010.033356
Women in engineering, science and technology: education and career challenges
Cater-Steel, Aileen and Cater, Emily. Cater-Steel, Aileen and Cater, Emily (ed.) 2010. Women in engineering, science and technology: education and career challenges. Hershey, PA, United States. IGI Global.
itSMF Australia 2009 Conference: summary report of ITSM standards and frameworks survey
Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2009. itSMF Australia 2009 Conference: summary report of ITSM standards and frameworks survey. Toowoomba, Australia. University of Southern Queensland.
Implementing IT service management: a case study focussing on critical success factors
Tan, Wui-Gee, Cater-Steel, Aileen and Toleman, Mark. 2009. "Implementing IT service management: a case study focussing on critical success factors." Journal of Computer Information Systems. 50 (2), pp. 1-12.
Do rumours contribute to knowledge management - and will we ever know?
Brown, Martyn and Cater-Steel, Aileen. 2009. "Do rumours contribute to knowledge management - and will we ever know?" Poulymenakou, Angeliki, Pouloudi, Nancy and Pramatari, Katerina (ed.) MCIS 2009: 4th Mediterranean Conference on Information Systems. Athens, Greece 25 - 27 Sep 2009 Athens, Greece.
Introduction to special issue [of Information Systems Management] on ICT governance, strategic alignment and service management
Cater-Steel, Aileen. 2009. "Introduction to special issue [of Information Systems Management] on ICT governance, strategic alignment and service management ." Information Systems Management. 26 (2), pp. 96-97. https://doi.org/10.1080/10580530902794752
Justifications, strategies, and critical success factors in successful ITIL implementations in U.S. and Australian companies: an exploratory study
Pollard, Carol and Cater-Steel, Aileen. 2009. "Justifications, strategies, and critical success factors in successful ITIL implementations in U.S. and Australian companies: an exploratory study ." Information Systems Management. 26 (2), pp. 164-175. https://doi.org/10.1080/10580530902797540
Developing research supervisors: breaking down internal barriers and drawing on resources from the Australasian academic community
Cater-Steel, Aileen and McDonald, Jacquie. 2009. "Developing research supervisors: breaking down internal barriers and drawing on resources from the Australasian academic community." iPED 2009: Researching Beyond Boundaries: Academic Communities Without Borders. Coventry, United Kingdom 14 - 15 Sep 2009 Newcastle upon Tyne, United Kingdom.
IT service departments struggle to adopt a service-oriented philosophy
Cater-Steel, Aileen. 2010. "IT service departments struggle to adopt a service-oriented philosophy." St. Amant, Kirk (ed.) IT outsourcing: concepts, methodologies, tools, and applications. Hershey, PA, United States. IGI Global. pp. 1447-1455
Preface [to Information systems research methods, epistemology, and applications]
Cater-Steel, Aileen and Al-Hakim, Latif. 2009. "Preface [to Information systems research methods, epistemology, and applications]." Cater-Steel, Aileen and Al-Hakim, Latif (ed.) Information systems research methods, epistemology, and applications. Hershey PA, USA. IGI Global. pp. xviii-xxiv
Preface [to Information technology governance and service management: frameworks and adaptations]
Cater-Steel, Aileen. 2009. "Preface [to Information technology governance and service management: frameworks and adaptations]." Cater-Steel, Aileen (ed.) Information technology governance and service management: frameworks and adaptations. Hershey PA, USA. IGI Global. pp. xvii-xxii
Connecting with the Y Generation: an analysis of factors associated with the academic performance of foundation IS students
Genrich, Rohan, Roberts, Dave, Cater-Steel, Aileen and Low, Ee Kuan. 2004. "Connecting with the Y Generation: an analysis of factors associated with the academic performance of foundation IS students." Cohen, Eli B. and Koźmińskiego, Wyższa (ed.) 2004 Informing Science + Information Technology Education Joint Conference (InSITE 2004). Rockhampton, Australia 25 - 28 Jun 2004 Santa Rosa, CA, United States.
Design science: a case study in information systems re-engineering
Valverde, Raul, Toleman, Mark and Cater-Steel, Aileen. 2010. "Design science: a case study in information systems re-engineering." Hunter, M. Gordon (ed.) Strategic information systems: concepts, methodologies, tools, and applications. Hershey, PA. United States. IGI Global. pp. 490-503
Foreword [to Business web strategy: design, alignment and application]
Cater-Steel, Aileen. 2009. "Foreword [to Business web strategy: design, alignment and application]." Al-Hakim, Latif and Memmola, Massimo (ed.) Business web strategy: design, alignment and application. Hershey PA, USA. IGI Global. pp. xvi-xvii
itSMF Australia 2008 Conference: summary of ITSM standards and frameworks survey responses
Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2009. itSMF Australia 2008 Conference: summary of ITSM standards and frameworks survey responses. Toowoomba, Australia. University of Southern Queensland.
IT service departments struggle to adopt a service-oriented philosophy
Cater-Steel, Aileen. 2009. "IT service departments struggle to adopt a service-oriented philosophy ." International Journal of Information Systems in the Service Sector. 1 (2), pp. 69-77.
Education for IT service management standards
Cater-Steel, Aileen and Toleman, Mark. 2009. "Education for IT service management standards." Kelley, George (ed.) Selected readings on information technology management: contemporary issues. Hershey PA, USA. IGI Global. pp. 293-306
Design science: a case study in information systems re-engineering
Valverde, Raul, Toleman, Mark and Cater-Steel, Aileen. 2009. "Design science: a case study in information systems re-engineering." Cater-Steel, Aileen and Al-Hakim, Latif (ed.) Information systems research methods, epistemology, and applications. Hershey PA, USA. IGI Global. pp. 210-222
Conflicting views on ITIL implementation: managed as a project-or business as usual?
Cater-Steel, Aileen and Pollard, Carol. 2008. "Conflicting views on ITIL implementation: managed as a project-or business as usual?" 2008 Information Resources Management Association International Conference (IRMA 2008). Ontario, Canada 18 - 20 May 2008 Hershey, PA, United States.
Measuring return on investment from implementing ITIL: a review of the literature
Tiong, Chee Ing, Cater-Steel, Aileen and Tan, Wui-Gee. 2009. "Measuring return on investment from implementing ITIL: a review of the literature." Cater-Steel, Aileen (ed.) Information technology governance and service management: frameworks and adaptations. Hershey PA, USA. IGI Global. pp. 408-422
Improving ICT governance: a radical restructure using CobiT and ITIL
Toleman, Mark, Cater-Steel, Aileen, Kissell, Brian, Chown, Rob and Thompson, Michael. 2009. "Improving ICT governance: a radical restructure using CobiT and ITIL." Cater-Steel, Aileen (ed.) Information technology governance and service management: frameworks and adaptations. Hershey PA, USA. IGI Global. pp. 178-189
An evaluation of the RAPID assessment-based process improvement method for small firms
Cater-Steel, Aileen, Toleman, Mark and Rout, Terry. 2005. "An evaluation of the RAPID assessment-based process improvement method for small firms." Linkman, S. (ed.) 9th International Conference on Evaluation and Assessment in Software Engineering (EASE 2005). Keele, United Kingdom 11 - 13 Apr 2005 Keele, United Kingdom.
itSMF Australia 2007 Conference: summary of ITSM standards and frameworks survey responses
Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2008. itSMF Australia 2007 Conference: summary of ITSM standards and frameworks survey responses. Toowoomba, Australia. University of Southern Queensland.
After the assessment: actions and reactions of 22 small Australian firms
Cater-Steel, Aileen, Toleman, Mark and Rout, Terry. 2004. "After the assessment: actions and reactions of 22 small Australian firms." 4th International SPICE Conference on Process Assessment and Improvement—SPICE 2004. Lisbon, Portugal 28 - 29 Apr 2004 Lisbon, Portugal.
SPI long term benefits: case studies of five small firms
Cater-Steel, Aileen and Rout, Terry. 2008. "SPI long term benefits: case studies of five small firms." Oktaba, Hanna and Piattini, Mario (ed.) Software process improvement for small and medium enterprises: techniques and case studies. Hershey, PA. United States. IGI Global. pp. 223-241
Integration of service management with CMMI ® and SPICE
Cater-Steel, Aileen. 2007. "Integration of service management with CMMI ® and SPICE ." 5th Annual SEPG Australia Conference. Gold Coast, Australia 28 - 31 Aug 2007 Gold Coast, Australia.
The impact of national culture on software engineering practices
Cater-Steel, Aileen and Toleman, Mark. 2008. "The impact of national culture on software engineering practices." International Journal of Technology Policy and Management. 8 (1), pp. 76-90. https://doi.org/10.1504/IJTPM.2008.016182
Quality assurance certification: adoption by Australian software developers and its association with capability maturity
Cater-Steel, Aileen P. and Fitzgerald, Edmond P.. 1997. "Quality assurance certification: adoption by Australian software developers and its association with capability maturity." Werner, B. (ed.) ICSC 1997: Asia-Pacific Software Engineering Conference and International Computer Science Conference. Hong Kong, China 02 - 05 Dec 1997 California, USA. https://doi.org/10.1109/APSEC.1997.640157
ITIL adoption in Australia: 2 years of itSMFA surveys and case studies
Cater-Steel, Aileen. 2007. "ITIL adoption in Australia: 2 years of itSMFA surveys and case studies ." itSMF Australia 10th National Conference and Expo (2007). Melbourne, Australia 13 - 15 Aug 2007 Melbourne.
itSMF Australia 2006 Conference: summary of ITIL adoption survey responses
Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2007. itSMF Australia 2006 Conference: summary of ITIL adoption survey responses. Toowoomba, Australia. University of Southern Queensland.
itSMF Australia 2005 Conference: Summary of ITIL Adoption Survey Responses
Cater-Steel, Aileen and Tan, Wui-Gee. 2005. itSMF Australia 2005 Conference: Summary of ITIL Adoption Survey Responses. Toowoomba, Australia. University of Southern Queensland.
The role of universities in IT service management education
Cater-Steel, Aileen and Toleman, Mark. 2007. "The role of universities in IT service management education." Tan, Felix B., Thong, James and Janczewski, Lech J. (ed.) 11th Pacific Asia Conference on Information Systems: Managing Diversity in Digital Enterprises (PACIS 2007). Auckland, New Zealand 03 - 06 Jul 2007 Auckland, NZ.
Education for IT service management standards
Cater-Steel, Aileen and Toleman, Mark. 2007. "Education for IT service management standards." International Journal of IT Standards and Standardization Research. 5 (2), pp. 27-41.
IT service management improvement - actor network perspective
Cater-Steel, A. and McBride, Neil. 2007. "IT service management improvement - actor network perspective." Osterle, Hubert, Schelo, Joachim and Winter, Robert (ed.) 15th European Conference on Information Systems: Relevant rigour - Rigorous relevance (ECIS 2007). St Gallen, Switzerland 07 - 09 Jun 2007 Switzerland.
Ann Moffatt: succeeding in a man's world
Cater-Steel, Aileen. 2006. "Ann Moffatt: succeeding in a man's world." Information Age.
Subscribing to the infrastructure library
Cater-Steel, Aileen. 2006. "Subscribing to the infrastructure library." Information Age. 1 Marc, pp. 43-48.
Higher CMM levels attained by QA certified software developers
Cater-Steel, Aileen and Fitzgerald, Edmond P.. 1998. "Higher CMM levels attained by QA certified software developers." International Software Process Improvement, Research and Education Conference (INSPIRE '98). London, United Kingdom Sep 1998
Australian software developers embrace quality Assurance Certification
Cater-Steel, Aileen and Fitzgerald, Edmond P.. 1998. "Australian software developers embrace quality Assurance Certification." Hawkins, C., Ross, M. and Staples, G. (ed.) 6th Annual International Conference on Software Quality Management, SQM '98: Quality Improvement Issues. Amsterdam, The Netherlands 06 - 08 Apr 1998 Amsterdam, The Netherlands.
Software process evaluation: experience report
Cater-Steel, Aileen. 2002. "Software process evaluation: experience report." Electronic Journal of Information Systems Evaluation. 5 (2).
Software process evaluation: experience report from down under
Cater-Steel, Aileen. 2000. "Software process evaluation: experience report from down under ." Brown, Anne and Remenyi, Don (ed.) 7th European Conference on Information Technology Evaluation (ECITE 2000). Dublin, Ireland Sep 2000 Dublin, Ireland.
The IT-business partnership: exploring a troubled relationship
Cormack, Sandra, Cater-Steel, Aileen, Nord, Jeretta Horn and Nord, G. Daryl. 2002. "The IT-business partnership: exploring a troubled relationship." ISOneWorld Conference (2002). Las Vegas, United States 04 - 05 Apr 2002
E-commerce for small regional firms: experience of four recent adopters
Grist, Shelly and Cater-Steel, Aileen. 2003. "E-commerce for small regional firms: experience of four recent adopters." Marshall, Stewart and Taylor, Wal (ed.) 5th International Conference on Information Technology in Regional Areas (ITiRA 2003). Caloundra, Australia 15 - 17 Dec 2003 Rockhampton, Australia.
Steps to internet adoption success: a study of four small regional organisations
Cater-Steel, Aileen and Grist, Shelly. 2004. "Steps to internet adoption success: a study of four small regional organisations." Australasian Journal of Information Systems. 11 (2), pp. 37-45.
COTS developers lead best practice adoption
Cater-Steel, Aileen. 2000. "COTS developers lead best practice adoption." 12th Australian Software Engineering Conference (ASWEC 2000). Canberra, Australia 28 - 30 Apr 2000
Process improvement in four small software companies
Cater-Steel, Aileen. 2001. "Process improvement in four small software companies." 13th Australian Software Engineering Conference (ASWEC 2001). Canberra, Australia 26 - 28 Aug 2001
Low-rigour, rapid software process assessments for small software development firms
Cater-Steel, Aileen. 2004. "Low-rigour, rapid software process assessments for small software development firms." 15th Australian Software Engineering Conference (ASWEC 2004). Melbourne, Australia 13 - 16 Apr 2004
An evaluation of software development practice and assessment-based process improvement in small software development firms
Cater-Steel, Aileen. 2004. An evaluation of software development practice and assessment-based process improvement in small software development firms. PhD Thesis Doctor of Philosophy. Griffith University.
Champagne training on a beer budget
Fitzgerald, Edmond P. and Cater-Steel, Aileen. 1995. "Champagne training on a beer budget." Communications of the ACM. 38 (7), pp. 49-60.
Process capability assessments in small development firms
Cater-Steel, Aileen. 2002. "Process capability assessments in small development firms ." 6th IASTED International Conference on Software Engineering and Applications. Cambridge, United States 04 - 06 Nov 2002
ICT governance - radical restructure
Cater-Steel, Aileen, Toleman, Mark, Kissell, Brian and Chown, Rob. 2006. "ICT governance - radical restructure." Cusack, B. (ed.) 2006 IT Governance International Conference. Auckland, New Zealand 13 - 15 Nov 2006 Auckland, New Zealand.
Challenge of adopting multiple process improvement frameworks
Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2006. "Challenge of adopting multiple process improvement frameworks." Ljungberg, J. and Andersson, M. (ed.) 14th European Conference on Information Systems (ECIS 2006). Goteborg, Sweden 12 - 14 Jun 2006 Göteborg, Sweden.
Exploring national culture in software development practices
Cater-Steel, Aileen and Toleman, Mark. 2006. "Exploring national culture in software development practices." Tukianen, M., Messnarz, R., Nevalainen, R. and Koinig, S. (ed.) European Systems and Software Process Improvement and Innovation 2006 (EuroSPI 2006). Joensuu, Finland 11 - 13 Oct 2006 Joensuu, Finland.
Implementation of IT infrastructure library (ITIL) in Australia: progress and success factors
Cater-Steel, Aileen and Tan, Wui-Gee. 2005. "Implementation of IT infrastructure library (ITIL) in Australia: progress and success factors." 2005 IT Governance International Conference. Auckland, New Zealand 14 - 16 Nov 2005 Auckland, New Zealand.
An investigation of the effect of information technology (IT) culture on the relationship between IT and business professionals
Nord, Jeretta Horn, Nord, G. Daryl, Cormack, Sandra and Cater-Steel, Aileen. 2007. "An investigation of the effect of information technology (IT) culture on the relationship between IT and business professionals." International Journal of Management and Enterprise Development. 4 (3), pp. 265-292.
Process improvement for small firms: an evaluation of the RAPID assessment-based method
Cater-Steel, Aileen, Toleman, Mark and Rout, Terry. 2006. "Process improvement for small firms: an evaluation of the RAPID assessment-based method." Information and Software Technology. 48 (5), pp. 323-334. https://doi.org/10.1016/j.infsof.2005.09.012