ITSM process assessments using ISO/IEC 15504 for CSI
Article
Article Title | ITSM process assessments using ISO/IEC 15504 for CSI |
---|---|
Article Category | Article |
Authors | Shrestha, Anup (Author), Collins, Paul (Author) and Cater-Steel, Aileen (Author) |
Journal Title | Informed Intelligence: ITSMF Australia Bulletin |
Number of Pages | 2 |
Year | 2013 |
Place of Publication | Melbourne, Australia |
Web Address (URL) | https://www.itsmf.org.au/art/rta/bulletin/itsmf-bulletin-summer2013-finalnew2-2.pdf |
Abstract | While the continual service improvement (CSI) journey embarked upon by each organisation is unique, one aspect of service improvement that should be standardised is the measurement of service improvements. In other words, units of service measurement should be based on standards that communities can use for common benchmarks. Classic examples include hours and minutes as the units of measurement for time and kilometres to measure distance. Unfortunately such quantitative units of measurement are not easy to determine for IT service improvements. The University of Southern Queensland initiated an Australian Research Council (ARC) Linkage project in 2011 to develop a standard approach to determine process capabilities for service improvement in ITSM. The research team includes ITSM practitioners and International Standards committee members. This article proposes the use of the international standard of process assessment (ISO/IEC 15504) in measuring ITSM improvements. |
Keywords | IT service management; continual service improvement; ITSM process assessment; ISO/IEC 15504; ITIL; ISO/IEC 20000 |
ANZSRC Field of Research 2020 | 390303. Higher education |
460999. Information systems not elsewhere classified | |
350715. Quality management | |
Public Notes | This publication is copyright. It may be reproduced in whole or in part for the purposes of study, research, or review, but is subject to the inclusion of an acknowledgment of the source. |
Byline Affiliations | School of Management and Enterprise |
Assessment Portal, Australia | |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q2265/itsm-process-assessments-using-iso-iec-15504-for-csi
Download files
1959
total views550
total downloads7
views this month1
downloads this month
Export as
Related outputs
The Importance of Governance in Metaverse/Blockchain Technology in Education
De Alwis, Anju, Shrestha, Anup and Sarker, Tapan. 2025. "The Importance of Governance in Metaverse/Blockchain Technology in Education." Jung, T., Dieck, M. C., Jeong, S. C., Kim S-H., Sahl, D. and Kim, S. J. (ed.) 9th International XR-Metaverse Conference 2024. Busan, South Korea 22 2022 - 20 May 2024 Switzerland . Springer. pp. 101-112 https://doi.org/10.1007/978-3-031-77975-6_8Exploring Governance for accreditation in the education sector using blockchain technology: a systematic literature review
Shrestha, Anup, De Alwis, Anju and Sarker, Tapan. 2025. "Exploring Governance for accreditation in the education sector using blockchain technology: a systematic literature review." Discover Education. 4 (1). https://doi.org/10.1007/s44217-025-00449-yCyber Threat Detection on Twitter Using Deep Learning Techniques: IDCNN and BiLSTM Integration
Alsodi, Omar, Zhou, Xujuan, Gururajan, Raj, Shrestha, Anup and Btoush, Eyad. 2025. "Cyber Threat Detection on Twitter Using Deep Learning Techniques: IDCNN and BiLSTM Integration." 2024 Twelfth International Conference on Advanced Cloud and Big Data (CBD). Brisbane, Australia 28 Nov - 02 Dec 2024 Australia. IEEE (Institute of Electrical and Electronics Engineers). https://doi.org/10.1109/CBD65573.2024.00073Towards Design Principles for Governance of Complex Multisourcing in IT services ecosystem
Krishna Pillai Sulochana, Biju, Shrestha, Anup and Russo, Fiona. 2024. "Towards Design Principles for Governance of Complex Multisourcing in IT services ecosystem." Australasian Conference on Information Systems (ACIS 2024). Canberra, Australia 04 - 06 Dec 2024 Australia. AIS Electronic Library.Marketing agility during deep uncertainty using a sensemaking perspective: the performance influence of digitization and government intervention in retail healthcare
Eckstein, Gary, Shrestha, Anup and Russo, Fiona. 2024. "Marketing agility during deep uncertainty using a sensemaking perspective: the performance influence of digitization and government intervention in retail healthcare." Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-07-2024-0991Researcher-Practitioner Collaboration in Action Design Research
Cronholm, Stefan, Gobel, Hannes and Shrestha, Anup. 2024. "Researcher-Practitioner Collaboration in Action Design Research." Australasian Journal of Information Systems. 28. https://doi.org/10.3127/ajis.v28.4281CrossDeFi: A Novel Cross-Chain Communication Protocol
Mohammed Abdul, Shezon Saleem, Shrestha, Anup and Yong, Jianming. 2024. "CrossDeFi: A Novel Cross-Chain Communication Protocol." Future Internet. 16 (9). https://doi.org/10.3390/fi16090314Thirty-five years of sensemaking in the business & management research: a bibliometric analysis, review and discussion
Eckstein, Gary, Shrestha, Anup and Russo, Fiona. 2024. "Thirty-five years of sensemaking in the business & management research: a bibliometric analysis, review and discussion." Management Review Quarterly. https://doi.org/10.1007/s11301-024-00458-5Developing a sustainable road-rail multimodal distribution network for improved animal welfare and meat quality under carbon tax in Queensland, Australia
Babagolzadeh, Mahla, Zhang, Yahua, Yu, Hang, Yong, Jianming, Kille, Tarryn and Shrestha, Anup. 2024. "Developing a sustainable road-rail multimodal distribution network for improved animal welfare and meat quality under carbon tax in Queensland, Australia." Case Studies on Transport Policy. 17 (2024). https://doi.org/10.1016/j.cstp.2024.101224Addressing Knowledge Gaps in ITSM Practice with “Learning Digital Commons”: A Case Study
Ramakrishnan, Muralidharan, Gregor, Shirley, Shrestha, Anup and Soar, Jeffrey. 2024. "Addressing Knowledge Gaps in ITSM Practice with “Learning Digital Commons”: A Case Study." Information Systems Frontiers: a journal of research and innovation. https://doi.org/10.1007/s10796-024-10483-0Safety and quality within the healthcare supply chain: a great unknown
Smith, Sean, Lane, Michael, Toleman, Mark and Shrestha, Anup. 2024. "Safety and quality within the healthcare supply chain: a great unknown." 19th World Congress on Medical and Health Informatics (MEDINFO 2023). Sydney, Australia 08 - 12 Jul 2023 Australia. IOP Publishing. https://doi.org/10.3233/SHTI230988A systematic literature review of artificial intelligence in the healthcare sector: Benefits, challenges, methodologies, and functionalities
Ali, Omar, Abdelbaki, Wiem, Shrestha, Anup, Elbasi, Ersin, Ali, Mohammad Abdallah and Dwivedi, Yogesh K. 2023. "A systematic literature review of artificial intelligence in the healthcare sector: Benefits, challenges, methodologies, and functionalities." Journal of Innovation and Knowledge. 8 (1). https://doi.org/10.1016/j.jik.2023.100333Correction: Marketing agility in volatile, uncertain, complex and ambiguous (VUCA) contexts: a systematic literature review and future research agenda
Eckstein, Gary, Shrestha, Anup, Sassenberg, Anne-Marie and Dwivedi, Yogesh K.. 2023. "Correction: Marketing agility in volatile, uncertain, complex and ambiguous (VUCA) contexts: a systematic literature review and future research agenda ." Management Review Quarterly. https://doi.org/10.1007/s11301-023-00391-zIs Knowledge Ambidexterity the Answer to Economic Sustainability for SMEs? Lessons Learned from Digitalisation Efforts During the COVID-19 Pandemic
Saratchandra, Minu and Shrestha, Anup. 2023. "Is Knowledge Ambidexterity the Answer to Economic Sustainability for SMEs? Lessons Learned from Digitalisation Efforts During the COVID-19 Pandemic." Adapa, Sujana, McKeown, Tui, Lazaris, Miria and Jurado, Tanya (ed.) Small and Medium-sized Enterprises, and Business Uncertainty. Just Surviving or Thriving?. Singapore. Palgrave Macmillan. pp. 55-72Marketing agility in volatile, uncertain, complex and ambiguous (VUCA) contexts: a systematic literature review and future research agenda
Eckstein, Gary, Shrestha, Anup, Sassenberg, Anne-Marie and Dwivedi, Yogesh K.. 2023. "Marketing agility in volatile, uncertain, complex and ambiguous (VUCA) contexts: a systematic literature review and future research agenda." Management Review Quarterly. https://doi.org/10.1007/s11301-023-00382-0Building a Case for Responsible Management Education in Nepal
Shrestha, Anup. 2023. "Building a Case for Responsible Management Education in Nepal." Apex Journal of Business and Management. 1 (1), pp. 135-144. https://doi.org/10.5281/zenodo.8402740Responsible Management Education in Business Schools – High on principles but low on action: A systematic literature review
Russo, Fiona, Wheeldon, Anita Louise, Shrestha, Anup and Saratchandra, Minu. 2023. "Responsible Management Education in Business Schools – High on principles but low on action: A systematic literature review." The International Journal of Management Education. 21 (3). https://doi.org/10.1016/j.ijme.2023.100843Design Principles for Platform Enabled Knowledge Commons with an Expository Instantiation
Ramakrishnan, Muralidharan, Gregor, Shirley, Shrestha, Anup and Soar, Jeffrey. 2023. "Design Principles for Platform Enabled Knowledge Commons with an Expository Instantiation." Journal of the Association of Information Systems. 24 (5), pp. 1413-1438.The Integral Role of Intelligent IoT System, Cloud Computing, Artificial Intelligence, and 5G in the User-Level Self-Monitoring of COVID-19
Ahmed, Sajjad, Yong, Jianming and Shrestha, Anup. 2023. "The Integral Role of Intelligent IoT System, Cloud Computing, Artificial Intelligence, and 5G in the User-Level Self-Monitoring of COVID-19." Electronics. 12 (8), pp. 1-24. https://doi.org/10.3390/electronics12081912Incorporating Agile Principles in Completing and Supervising a Thesis by Publication
Shrestha, Anup. 2023. "Incorporating Agile Principles in Completing and Supervising a Thesis by Publication." Mulligan, Deborah L., Ryan, Naomi and Danaher, Patrick Alan (ed.) Deconstructing Doctoral Discourses: Stories and Strategies for Success. Switzerland. Palgrave Macmillan. pp. 161-176A review of the key challenges of non-fungible tokens
Ali, Omar, Momin, Mujtaba, Shrestha, Anup, Das, Ronnie, Alhajj, Fadia and Dwivedi, Yogesh K.. 2023. "A review of the key challenges of non-fungible tokens." Technological Forecasting and Social Change. 187, pp. 1-13. https://doi.org/10.1016/j.techfore.2022.122248Innovation Centric Knowledge Commons—A Systematic Literature Review and Conceptual Model
Ramakrishnan, Muralidharan, Shrestha, Anup and Soar, Jeffrey. 2021. "Innovation Centric Knowledge Commons—A Systematic Literature Review and Conceptual Model." Journal of Open Innovation: Technology, Market, and Complexity. 7 (1), pp. 1-19. https://doi.org/10.3390/joitmc7010035A Conceptual Framework towards Knowledge Ambidexterity using Information Systems and Knowledge Management
Shrestha, Anup and Saratchandra, Minu. 2023. "A Conceptual Framework towards Knowledge Ambidexterity using Information Systems and Knowledge Management." The Journal of Information Systems. 37 (1), pp. 143-167. https://doi.org/10.2308/ISYS-2021-013Digital Transformation of the Healthcare Supply Chain: A Clinical Safety Evaluation Model
Smith, Sean, Lane, Michael, Toleman, Mark and Shrestha, Anup. 2022. "Digital Transformation of the Healthcare Supply Chain: A Clinical Safety Evaluation Model." 28th Americas Conference on Information Systems: Innovative Research Informing Practice (AMCIS 2022). Minneapolis, United States 10 - 14 Aug 2022 United States.The role of cloud computing in knowledge management for small and medium enterprises: a systematic literature review
Saratchandra, Minu and Shrestha, Anup. 2022. "The role of cloud computing in knowledge management for small and medium enterprises: a systematic literature review." Journal of Knowledge Management. 26 (10), pp. 2668-2698. https://doi.org/10.1108/JKM-06-2021-0421Internet penetration and airline pricing: Evidence from China
Huang, Zhibin, Yong, Jianming, Ma, Wenliang, Chen, Mengying, Xiong, Zihan and Shrestha, Anup. 2022. "Internet penetration and airline pricing: Evidence from China." Transport Policy. 123, pp. 104-111. https://doi.org/10.1016/j.tranpol.2022.04.017Role of ontologies in beach safety management analytics systems
Fahmideh, Mahdi, Beydoun, Ghassan, Bandara, Madhushi, Ahmad, Aakash, Shrestha, Anup and Khan, Arif Ali. 2022. "Role of ontologies in beach safety management analytics systems." 26th Pacific Asia Conference on Information Systems (PACIS 2022). Taipei, Taiwan 05 - 09 Jul 2022Building knowledge ambidexterity using cloud computing: Longitudinal case studies of SMEs experiences
Saratchandra, Minu, Shrestha, Anup and Murray, Peter A.. 2022. "Building knowledge ambidexterity using cloud computing: Longitudinal case studies of SMEs experiences." International Journal of Information Management. 67, pp. 1-20. https://doi.org/10.1016/j.ijinfomgt.2022.102551An Evaluation of Key Adoption Factors towards Using the Fog Technology
Ali, Omar, Shrestha, Anup, Jaradat, Ashraf and Al-Ahmad, Ahmad. 2022. "An Evaluation of Key Adoption Factors towards Using the Fog Technology." Big Data and Cognitive Computing. 6 (3), pp. 1-36. https://doi.org/10.3390/bdcc6030081Promoting Australian regional airports with subsidy schemes: A vehicle routing problem perspective
Babagolzadeh, Mahla, Zhang, Yahua, Abbasic, Babak, Shrestha, Anup and Zhang, Anming. 2022. "Promoting Australian regional airports with subsidy schemes: A vehicle routing problem perspective." Transport Policy. 128, pp. 38-51. https://doi.org/10.1016/j.tranpol.2022.08.014Achieving Industry-aligned Education through Digital-Commons: A Case Study
Ramakrishnan, Muralidharan, Gregor, Shirley, Shrestha, Anup and Soar, Jeffrey. 2023. "Achieving Industry-aligned Education through Digital-Commons: A Case Study." Journal of Computer Information Systems. 63 (4), pp. 950-964. https://doi.org/10.1080/08874417.2022.2115955A survey on detection of cybersecurity threats on Twitter using deep learning
Alsodi, Omar, Zhou, Xujuan, Gururajan, Raj and Shrestha, Anup. 2021. "A survey on detection of cybersecurity threats on Twitter using deep learning." Xu, Guandong, Ali, Raian, Zaghouani, Wajdi, Tao, Xiaohui and Li, Lin (ed.) 8th IEEE International Conference on Behavioural and Social Computing (BESC 2021). Doha, Qatar 29 - 31 Oct 2021 United States. https://doi.org/10.1109/BESC53957.2021.9635406Towards a user-level self-management of COVID-19 using mobile devices supported by Artificial Intelligence, 5G and the Cloud
Ahmed, Sajjad, Shrestha, Anup and Yong, Jianming. 2021. "Towards a user-level self-management of COVID-19 using mobile devices supported by Artificial Intelligence, 5G and the Cloud." Siuly, Siuly, Wang, Hua, Chen, Lu, Guo, Yanhui and Xing, Chunxiao (ed.) 10th International Conference on Health Information Science (HIS 2021). Melbourne, Australia 25 - 28 Oct 2021 Switzerland. https://doi.org/10.1007/978-3-030-90885-0_4Does digital transformation of the Australian healthcare supply chain improve clinical safety?
Smith, Sean, Lane, Michael, Toleman, Mark and Shrestha, Anup. 2021. "Does digital transformation of the Australian healthcare supply chain improve clinical safety?" Beydoun, Ghassan, Fernandez, Fernandez and Xu, Dongming (ed.) 32nd Australasian Conference on Information Systems (ACIS 2021). Sydney, Australia 06 - 10 Dec 2021 Sydney, Australia.Can cloud-based knowledge management systems enable small & medium enterprises to achieve knowledge ambidexterity?
Saratchandra, Minu and Shrestha, Anup. 2021. "Can cloud-based knowledge management systems enable small & medium enterprises to achieve knowledge ambidexterity?" 25th Pacific Asia Conference on Information Systems (PACIS 2021). Dubai, United Arab Emirates 12 - 14 Jul 2021 United States.Digital Transformation Towards Ambidextrous Learning Organization using Cloud Computing: A Systematic Literature Review
Saratchandra, Minu, Shrestha, Anup and Murray, Peter A.. 2022. "Digital Transformation Towards Ambidextrous Learning Organization using Cloud Computing: A Systematic Literature Review." 35th Australian and New Zealand Academy of Management Conference (ANZAM 2022). Australia 06 - 07 Dec 2022 Australia. Australian and New Zealand Academy of Management.Sustainable open vehicle routing with release-time and time-window: a two-echelon distribution system
Babagolzadeh, M., Shrestha, A., Abbasi, B., Zhang, S., Atefi, R. and Woodhead, A.. 2019. "Sustainable open vehicle routing with release-time and time-window: a two-echelon distribution system." Ivanov, Dmitry, Dolgui, Alexandre and Yalaoui, Farouk (ed.) 9th IFAC Conference on Manufacturing Modelling, Management and Control (MIM 2019). Berlin, Germany 28 - 30 Aug 2019 Laxenburg, Austria. https://doi.org/10.1016/j.ifacol.2019.11.219An e-tourism adoption model & its implications for tourism industry in Nepal
Lama, Sanjay, Pradhan, Sojen and Shrestha, Anup. 2019. "An e-tourism adoption model & its implications for tourism industry in Nepal." Pesonen, Juho and Neidhardt, Julia (ed.) International Conference in Information and Communication Technologies in Tourism 2019. Nicosia, Cyprus 30 Jan - 01 Feb 2019 Cham, Switzerland. https://doi.org/10.1007/978-3-030-05940-8_23A Conceptual Model to Evaluate the Effectiveness of Information Technology Governance
Asgarkhani, Mehdi, Cater-Steel, Aileen, Toleman, Mark and Ally, Mustafa. 2018. "A Conceptual Model to Evaluate the Effectiveness of Information Technology Governance." 6th International Conference on Management, Leadership and Governance (ICMLG 2018). Bangkok, Thailand 24 - 25 May 2018 United Kingdom.Digitalizing water bill payments: introduction of change management at Ghana Water Company Limited
Mensah, Ransford, Cater-Steel, Aileen and Toleman, Mark. 2021. "Digitalizing water bill payments: introduction of change management at Ghana Water Company Limited." Urbach, Nils, Roglinger, Maximilian, Kautz, Karlheinz, Alias, Rose Alinda, Saunders, Carol and Wiener, Martin (ed.) Digitalization Cases Vol. 2 - Mastering Digital Transformation for Global Business. Cham, Switzerland. Springer. pp. 289-303Exploring the formation of mobile travel website quality and predicting its influence on travelers’ behavioral intentions
Chan, Janelle, Chan, Irene Cheng Chu, Sassenberg, Anne-Marie and Shrestha, Anup. 2021. "Exploring the formation of mobile travel website quality and predicting its influence on travelers’ behavioral intentions." Journal of China Tourism Research. 18 (5), pp. 1011 - 1034. https://doi.org/10.1080/19388160.2021.1969310Towards a shared services model to support e-Government implementation in developing countries: findings from Liberia
Mensah, Ransford, Cater-Steel, Aileen and Toleman, Mark. 2020. "Towards a shared services model to support e-Government implementation in developing countries: findings from Liberia." 31st Australasian Conference on Information Systems (ACIS 2020). Wellington, New Zealand 01 - 04 Dec 2020 Sydney, Australia.The Impact of Personality Traits Towards the Intention to Adopt Mobile Learning
Sanjebad, Nesa Nabipour, Shrestha, Anup and Shahid, Pezhman. 2020. "The Impact of Personality Traits Towards the Intention to Adopt Mobile Learning." Sharma, Sujeet K., Dwivedi, Yogesh K., Metri, Bhimaraya and Rana, Nripendra P. (ed.) IFIP WG 8.6 International Conference on Transfer and Diffusion of IT (TDIT 2020). Tiruchirappalli, India 18 - 19 Dec 2020 Cham, Switzerland. https://doi.org/10.1007/978-3-030-64861-9_17Assessment of Complexity in Cloud Computing Adoption: a Case Study of Local Governments in Australia
Ali, Omar, Shrestha, Anup, Ghasemaghaei, Maryam and Beydoun, Ghassan. 2022. "Assessment of Complexity in Cloud Computing Adoption: a Case Study of Local Governments in Australia." Information Systems Frontiers: a journal of research and innovation. 24 (2), pp. 595-617. https://doi.org/10.1007/s10796-021-10108-wFactors affecting e-government adoption in Liberia: A practitioner perspective
Mensah, Ransford, Cater-Steel, Alieen and Toleman, Mark. 2020. "Factors affecting e-government adoption in Liberia: A practitioner perspective." The Electronic Journal of Information Systems in Developing Countries. 87 (3), pp. 1-15. https://doi.org/10.1002/isd2.12161A Framework for Selection of Processes to Virtualize in e-Government: A Case Study of Liberia
Mensah, Ransford, Cater-Steel, Aileen and Toleman, Mark. 2020. "A Framework for Selection of Processes to Virtualize in e-Government: A Case Study of Liberia." 24th Pacific Asia Conference on Information Systems (PACIS 2020). Dubai, United Arab Emirates 20 - 24 Jun 2020 Atlanta, United States.How can Small Businesses Achieve Knowledge Ambidexterity Using Cloud-based Knowledge Management Systems?
Shrestha, Anup and Chandra, Minu Sarat. 2020. "How can Small Businesses Achieve Knowledge Ambidexterity Using Cloud-based Knowledge Management Systems?" 24th Pacific Asia Conference on Information Systems (PACIS 2020). Dubai, United Arab Emirates 20 - 24 Jun 2020 Atlanta, United States.Inclusion of Complementary Industry Knowledge in IT Service Management Curriculum – A Case Study
Ramakrishnan, Muralidharan, Shrestha, Anup and Soar, Jeffrey. 2020. "Inclusion of Complementary Industry Knowledge in IT Service Management Curriculum – A Case Study." 24th Pacific Asia Conference on Information Systems (PACIS 2020). Dubai, United Arab Emirates 20 - 24 Jun 2020 Atlanta, United States.Cloud computing technology adoption: an evaluation of key factors in local governments
Ali, Omar, Shrestha, Anup, Osmanaj, Valmira and Muhammed, Shahnawaz. 2021. "Cloud computing technology adoption: an evaluation of key factors in local governments." Information Technology and People. 34 (2), pp. 666-703. https://doi.org/10.1108/ITP-03-2019-0119Sustainable cold supply chain management under demand uncertainty and carbon tax regulation
Babagolzadeh, Mahla, Shrestha, Anup, Abbasi, Babak, Zhang, Yahua, Woodhead, Alice and Zhang, Anming. 2020. "Sustainable cold supply chain management under demand uncertainty and carbon tax regulation." Transportation Research Part D: Transport and Environment. 80, pp. 1-30. https://doi.org/10.1016/j.trd.2020.102245Exploration and implication of factors affecting e-tourism adoption in developing countries: a case of Nepal
Lama, Sanjay, Pradhan, Sojen and Shrestha, Anup. 2020. "Exploration and implication of factors affecting e-tourism adoption in developing countries: a case of Nepal." Journal of Information Technology and Tourism. 22, pp. 5-32. https://doi.org/10.1007/s40558-019-00163-0IT service management knowledge ecosystem – literature review and a conceptual model
Ramakrishnan, Muralidharan, Shrestha, Anup, Cater-Steel, Aileen and Soar, Jeffrey. 2018. "IT service management knowledge ecosystem – literature review and a conceptual model." 29th Australasian Conference on Information Systems (ACIS 2018). Sydney, Australia 03 - 05 Dec 2018 Australia.Barriers of e-tourism adoption in developing countries: a case study of Nepal
Lama, Sanjay, Pradhan, Sojen, Shrestha, Anup and Beirman, David. 2018. "Barriers of e-tourism adoption in developing countries: a case study of Nepal." 29th Australasian Conference on Information Systems (ACIS 2018). Sydney, Australia 03 - 05 Dec 2018 Australia.Facilitating knowledge transfer based on a resource based view of tacit knowledge stock: a skills assessment perspective
Pant, Aastha, Shrestha, Anup, Kong, Eric and Ally, Mustafa. 2018. "Facilitating knowledge transfer based on a resource based view of tacit knowledge stock: a skills assessment perspective." 29th Australasian Conference on Information Systems (ACIS 2018). Sydney, Australia 03 - 05 Dec 2018 Australia.Design science research in doctoral projects: An analysis of Australian theses
Cater-Steel, Aileen, Toleman, Mark and Rajaeian, Mohammad Mehdi. 2019. "Design science research in doctoral projects: An analysis of Australian theses." Journal of the Association of Information Systems. 20 (12), pp. 1844-1869. https://doi.org/10.17705/1jais.00587Assessing information security risks in the cloud: a case study of Australian local government authorities
Ali, Omar, Shrestha, Anup, Chatfield, Akemi and Murray, Peter A.. 2020. "Assessing information security risks in the cloud: a case study of Australian local government authorities." Government Information Quarterly: an international journal of information technology management, policies, and practices. 37 (1). https://doi.org/10.1016/j.giq.2019.101419Optimal delivery and replenishment policies for perishable products considering lost sale cost: an efficient hybrid algorithm
Babagolzadeh, Mahla, Pirayesh, Mohammadali and Shrestha, Anup. 2021. "Optimal delivery and replenishment policies for perishable products considering lost sale cost: an efficient hybrid algorithm." International Journal of Industrial and Systems Engineering. 37 (3), pp. 306-333. https://doi.org/10.1504/IJISE.2020.10024103Development and evaluation of a software-mediated process assessment method for IT service management
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark, Behari, Suren and Rajaeian, Mohammad Mehdi. 2020. "Development and evaluation of a software-mediated process assessment method for IT service management." Information and Management. 57 (4). https://doi.org/10.1016/j.im.2019.103213The Organisational Life Cycle Scale: An Empirical Validation
Al-Taie, Moyassar and Cater-Steel, Aileen. 2020. "The Organisational Life Cycle Scale: An Empirical Validation ." Journal of Entrepreneurship. 29 (2), pp. 293-325. https://doi.org/10.1177/0971355720930572Effective organisational change to achieve successful ITIL implementation: lessons learned from a multiple case study of large Australian firms
Blumberg, Malcolm, Cater-Steel, Aileen, Rajaeian, Mohammad Mehdi and Soar, Jeffrey. 2019. "Effective organisational change to achieve successful ITIL implementation: lessons learned from a multiple case study of large Australian firms." Journal of Enterprise Information Management. 32 (3), pp. 496-516. https://doi.org/10.1108/JEIM-06-2018-0117Towards a taxonomy of process quality characteristics for assessment
Shrestha, Anup. 2018. "Towards a taxonomy of process quality characteristics for assessment." Stamelos, Ioannis, O'Connor, Rory V., Rout, Terry and Dorling, Alec (ed.) 18th International Conference on Software Process Improvement and Capability Determination (SPICE 2018). Thessaloniki, Greece 09 - 10 Oct 2018 Cham, Switzerland. https://doi.org/10.1007/978-3-030-00623-5_4Managing knowledge and learning for process improvement: a software-mediated process assessment approach for IT service management
Shrestha, Anup, Kong, Eric and Cater-Steel, Aileen. 2018. "Managing knowledge and learning for process improvement: a software-mediated process assessment approach for IT service management." Syed, Jawad, Murray, Peter A., Hislop, Donald and Mouzughi, Yusra (ed.) The Palgrave handbook of knowledge management. Houndmills, United Kingdom. Palgrave Macmillan. pp. 621-641A systematic literature mapping to investigate the role of IT in knowledge stock and transfer
Pant, Aastha, Shrestha, Anup, Kong, Eric and Ally, Mustafa. 2018. "A systematic literature mapping to investigate the role of IT in knowledge stock and transfer." Tanabu, Motonari and Senoo, Dai (ed.) 22nd Pacific Asia Conference on Information Systems (PACIS 2018). Yokohama, Japan 26 - 30 Jun 2018The phenomenon of P3 community for IT support: a crowd-support case study
Cater-Steel, Aileen, Rajaeian, Mohammad Mehdi, Toleman, Mark and Troup, Duncan. 2017. "The phenomenon of P3 community for IT support: a crowd-support case study." 2017 International Conference on Information Resources Management: Democratization and Participation: People's Roles in Digital World (CONNF-IRM 2017). Santiago, Chile 17 - 19 May 2017Interpretation and reporting of process capability results: focus on improvement
Behari, Suren, Cater-Steel, Aileen, Shrestha, Anup and Soar, Jeffrey. 2018. "Interpretation and reporting of process capability results: focus on improvement." Stamelos, Ioannis, O’Connor, Rory v., Rout, Terry and Dorling, Alec (ed.) 18th International Conference on Software Process Improvement and Capability Determination (SPICE 2018). Thessaloniki, Greece 09 - 10 Oct 2018 Cham, Switzerland. https://doi.org/10.1007/978-3-030-00623-5_12A software artefact to support standard-based process assessment: evolution of the TIPA® framework in a design science research project
Barafort, Beatrix, Shrestha, Anup, Cortina, Stephane and Renault, Alain. 2018. "A software artefact to support standard-based process assessment: evolution of the TIPA® framework in a design science research project." Computer Standards and Interfaces. 60, pp. 37-47. https://doi.org/10.1016/j.csi.2018.04.009Benefits and relevance of International Standards in a design science research project for process assessments
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark and Rout, Terry. 2018. "Benefits and relevance of International Standards in a design science research project for process assessments." Computer Standards and Interfaces. 60, pp. 48-56. https://doi.org/10.1016/j.csi.2018.04.011Cloud computing-enabled healthcare opportunities, issues, and applications: a systematic review
Ali, Omar, Shrestha, Anup, Soar, Jeffrey and Wamba, Samuel Fosso. 2018. "Cloud computing-enabled healthcare opportunities, issues, and applications: a systematic review." International Journal of Information Management. 43, pp. 146-158. https://doi.org/10.1016/j.ijinfomgt.2018.07.009Perceived potential for value creation from cloud computing: a study of the Australian regional government sector
Ali, Omar, Soar, Jeffrey and Shrestha, Anup. 2018. "Perceived potential for value creation from cloud computing: a study of the Australian regional government sector." Behaviour and Information Technology. 37 (12), pp. 1157-1176. https://doi.org/10.1080/0144929X.2018.1488991Knowledge management: (potential) future research directions
Hislop, Donald, Murray, Peter A., Shrestha, Anup, Syed, Jawad and Mouzughi, Yusra. 2018. "Knowledge management: (potential) future research directions." Syed, Jawad, Murray, Peter A., Hislop, Donald and Mouzughi, Yusra (ed.) The Palgrave handbook of knowledge management. Houndmills, United Kingdom. Palgrave Macmillan. pp. 691-703On valuation of smart grid architectures: an enterprise engineering perspective
Razo-Zapata, Ivan S., Shrestha, Anup and Proper, Erik. 2017. "On valuation of smart grid architectures: an enterprise engineering perspective." Reinhartz-Berger, I., Gulden, J., Nurcan, S., Guédria, W. and Bera, P. (ed.) Enterprise, Business-Process and Information Systems Modeling. (BPMDS 2017, EMMSAD 2017). Essen, Germany 12 - 13 Jun 2017 Switzerland. https://doi.org/10.1007/978-3-319-59466-8_22An analysis of design science research adoption in Doctoral projects in Australia
Cater-Steel, Aileen, Toleman, Mark and Rajaeian, Mohammad Mehdi. 2017. "An analysis of design science research adoption in Doctoral projects in Australia." Reimer, Kai, Indulska, Marta and Tuunainen, Virpi Kristiina (ed.) 28th Australasian Conference on Information Systems (ACIS 2017). Hobart, Australia 04 - 06 Dec 2017 Australia.Failed IT projects: is poor IT governance to blame?
Asgarkhani, Mehdi, Cater-Steel, Aileen, Toleman, Mark and Ally, Mustafa. 2017. "Failed IT projects: is poor IT governance to blame?" Riemer, Kai, Indulska, Marta and Tuunainen, Virpi Kristiina (ed.) 28th Australasian Conference on Information Systems (ACIS 2017). Hobart, Australia 04 - 06 Dec 2017 Australia.The perceived public value of social media in Queensland local Councils
Attiya, Ahmed Muyed, Cater-Steel, Aileen, Soar, Jeffrey and Abdulla, Shahab. 2017. "The perceived public value of social media in Queensland local Councils." 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 role of national culture in the strategic use of and investment in ICT: a comparative study of Japanese and Australian organisations
Baty, Craig K., Lane, Michael, Cater-Steel, Aileen and Ally, Mustafa. 2017. "The role of national culture in the strategic use of and investment in ICT: a comparative study of Japanese and Australian organisations." Riemer, Kai, Indulska, Marta and Tuunainen, Virpi Kristiina (ed.) 28th Australasian Conference on Information Systems (ACIS 2017). Hobart, Australia 04 - 06 Dec 2017 Australia.Analysis of the Total Cost of Ownership for Cloud Computing Technology Adoption: A Case Study of Regional Municipal Government Sector
Ali, Omar and Shrestha, Anup. 2017. "Analysis of the Total Cost of Ownership for Cloud Computing Technology Adoption: A Case Study of Regional Municipal Government Sector." 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.Facilitating Knowledge Transfer for Innovation: Towards a Decision Support System to Identify Knowledge Stock in the ICT Profession
Shrestha, Anup, Kong, Eric and Collins, Paul. 2017. "Facilitating Knowledge Transfer for Innovation: Towards a Decision Support System to Identify Knowledge Stock in the ICT Profession." 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.An Assessment Framework to Determine the Strategic Value of IT Architectures in Smart Grids
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_9The 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_32An 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.04201Managing 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 2017Conducting 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 2017Determinants 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.2017.12.003Proactive 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/S1807-17752017000200004Decision 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.2016.078588Innovative 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/10.1080/12460125.2016.1187424Sustaining 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. 3-17Measuring 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).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.2017.07.002Evaluation 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_7Software-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_17An 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 2016Software-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_21Prudential 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_16Data 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. 396-423Virtualising 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_15Determinants 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.2016.07.065IT 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_15Consistent! 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.03449Measuring 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/s12927-014-0005-5Smart 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.2553012A 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. 180-206A 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.2014.30Prudential 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_27The 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/s40171-013-0052-7The 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.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.8.9.2128-2134E-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. 89-127Exploring 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_16The 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.2013.07.035The 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.Towards an improved IT service desk system and processes: a case study
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.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