ITSM process assessments using ISO/IEC 15504 for CSI
Article
Article Title | ITSM process assessments using ISO/IEC 15504 for CSI |
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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
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