Evaluation of software mediated process assessments for IT service management
Paper
Paper/Presentation Title | Evaluation of software mediated process assessments for IT service management |
---|---|
Presentation Type | Paper |
Authors | Shrestha, Anup (Author), Cater-Steel, Aileen (Author), Toleman, Mark (Author) and Rout, Terry (Author) |
Editors | Rout, Terry, O’Connor, Rory V. and Dorling, Alec |
Journal or Proceedings Title | 15th International SPICE Conference: Software Process Improvement and Capability Determination |
Number of Pages | 13 |
Year | 2015 |
Place of Publication | Cham, Switzerland |
ISBN | 9783319198590 |
9783319198606 | |
Digital Object Identifier (DOI) | https://doi.org/10.1007/978-3-319-19860-6_7 |
Web Address (URL) of Paper | https://link.springer.com/chapter/10.1007/978-3-319-19860-6_7 |
Web Address (URL) of Conference Proceedings | https://link.springer.com/book/10.1007/978-3-319-19860-6 |
Conference/Event | 15th International Conference on Software Process Improvement and Capability Determination (SPICE 2015) |
Event Details | 15th International Conference on Software Process Improvement and Capability Determination (SPICE 2015) Event Date 16 to end of 17 Jun 2015 Event Location Gothenburg, Sweden |
Abstract | IT service organisations are cognisant that continual service improvement can be achieved by conducting regular process assessments. However, such assessments are expensive and so we have developed a Decision Support System (DSS) tool which uses the international standard for process assessment ISO/IEC 15504 to offer a transparent and efficient approach. This paper provides evidence of evaluation of this software-mediated process assessment (SMPA) approach which was based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL®). In a usability evaluation of the online tool, participants reported largely positive experiences finding the online survey easy to use trustworthy, comfortable, generally effective, and more transparent and less costly to implement than a manual assessment. However, to engage in process improvement, human judgment, and possibly expert assessment facilitators are necessary for assessment validation and improvement, that is, a fully automated online survey that is strictly standard-based is not very useful. Further clarification of the survey questions with relevant examples, clearer answer options and having more visible goal statements on every question page were suggested. |
Keywords | ITSM process assessment, ISO/IEC 15504, evaluation, IT service management, process improvement |
ANZSRC Field of Research 2020 | 461206. Software architecture |
460902. Decision support and group support systems | |
Public Notes | File reproduced in accordance with the copyright policy of the publisher/author. |
Byline Affiliations | School of Management and Enterprise |
Griffith University | |
Institution of Origin | University of Southern Queensland |
Funding source | Australian Research Council (ARC) Grant ID LP100200227 |
https://research.usq.edu.au/item/q3075/evaluation-of-software-mediated-process-assessments-for-it-service-management
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