Building a software tool for transparent and efficient process assessments in IT service management
Paper
Paper/Presentation Title | Building a software tool for transparent and efficient process assessments in IT service management |
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Presentation Type | Paper |
Authors | Shrestha, Anup (Author), Cater-Steel, Aileen (Author), Toleman, Mark (Author) and Tan, Wui-Gee (Author) |
Editors | Tremblay, M. C., VanderMeer, D., Rothenberger, M., Gupta, A. and Yoon, V. |
Journal or Proceedings Title | Lecture Notes in Computer Science (Book series) |
Journal Citation | 8463, pp. 241-256 |
Number of Pages | 16 |
Year | 2014 |
Publisher | Springer |
Place of Publication | Germany |
ISSN | 1611-3349 |
0302-9743 | |
ISBN | 9783319067001 |
9783319067018 | |
Digital Object Identifier (DOI) | https://doi.org/10.1007/978-3-319-06701-8_16 |
Web Address (URL) of Paper | http://link.springer.com/chapter/10.1007/978-3-319-06701-8_16 |
Conference/Event | 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 |
Event Details | Rank A A A A A A A A A A A A A A A |
Event Details | 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 Event Date 22 to end of 23 May 2014 Event Location Miami, United States |
Abstract | Process improvements provide a structured approach for organisa-tions to improve the way they operate. A number of process improvement methodologies such as ISO9000, TQM, Six Sigma, Lean, and Agile have been proposed over the last few decades and subsequently software tools have been developed to apply these methodologies. However determination of process ca-pability to measure improvement is predominantly conducted by expert process assessors and consultants with proprietary frameworks. We propose the use of the international standard for process assessment ISO/IEC 15504 for a transpar-ent measurement of process capability. We also demonstrate development of a software tool based on the standard that can facilitate organisations to assess their processes efficiently. In this paper, we explain the development, imple-mentation and preliminary evaluation of a software-mediated process assess-ment approach in the area of IT Service Management at a large public-sector IT organisation in Queensland, Australia. This paper's contribution is the integra-tion of the design science research methodology with the task-technology fit theory for the development of the software tool as a research artefact. For prac-titioners the project demonstrates transparent and efficient assessment of IT service processes to facilitate continual improvement. |
Keywords | process assessment; IT service management; task-technology fit; design science research; ISO/IEC 15504 |
ANZSRC Field of Research 2020 | 460902. Decision support and group support systems |
460999. Information systems not elsewhere classified | |
350715. Quality management | |
Public Notes | File reproduced in accordance with the copyright policy of the publisher/author. |
Byline Affiliations | School of Management and Enterprise |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q266y/building-a-software-tool-for-transparent-and-efficient-process-assessments-in-it-service-management
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