Towards transparent and efficient process assessments for IT service management
Article
Article Title | Towards transparent and efficient process assessments for IT service management |
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Article Category | Article |
Authors | Shrestha, Anup (Author), Cater-Steel, Aileen (Author), Toleman, Mark (Author) and Rout, Terry (Author) |
Editors | Mitasiunas, Antanas, Rout, Terry, O’Connor, Rory V. and Dorling, Alec |
Journal Title | Communications in Computer and Information Science |
Journal Citation | 477, pp. 165-176 |
Number of Pages | 11 |
Year | 2014 |
Place of Publication | Switzerland |
Digital Object Identifier (DOI) | https://doi.org/10.1007/978-3-319-13036-1_15 |
Web Address (URL) | https://link.springer.com/chapter/10.1007/978-3-319-13036-1_15 |
Abstract | IT service organisations recognise the value of conducting regular process assessments for continual service improvement. However lack of transparency and substantial costs deter industry adoption. We propose that the use of the international standard for process assessment ISO/IEC 15504 offers a transparent approach to address this challenge. Moreover, efficiency can be realized by a Decision Support System (DSS) tool to automate data collection and process capability calculations. This paper details a Design Science Research project to develop a software-mediated process assessment (SMPA) approach based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL®). We discuss the architecture of the SMPA approach and the role of ISO/IEC 15504 in the approach. This work contributes to practice as it may help IT managers to self-assess their processes using a standard model. The SMPA approach can also support assessors who perform formal assessments. |
Keywords | ITSM process assessment, ISO/IEC 15504, automated process assessments, IT service management, process improvement |
ANZSRC Field of Research 2020 | 460902. Decision support and group support systems |
350715. Quality management | |
359999. Other commerce, management, tourism and services not elsewhere classified | |
460908. Information systems organisation and management | |
Byline Affiliations | School of Management and Enterprise |
Event | Software Process Improvement and Capability DEtermination (SPICE) 2014 Conference |
Institution of Origin | University of Southern Queensland |
ISBN | 9783319130354 |
9783319130361 | |
Funding source | Australian Research Council (ARC) Grant ID LP100200227 |
Event Details | Software Process Improvement and Capability DEtermination (SPICE) 2014 Conference Event Date 04 to end of 06 Nov 2014 Event Location Vilnius, Lithuania |
https://research.usq.edu.au/item/q2vq7/towards-transparent-and-efficient-process-assessments-for-it-service-management
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