Development and evaluation of a software-mediated process assessment approach in IT service management
PhD Thesis
Title | Development and evaluation of a software-mediated process assessment approach in IT service management |
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Type | PhD Thesis |
Authors | |
Author | Shrestha, Anup |
Supervisor | Cater-Steel, Aileen |
Institution of Origin | University of Southern Queensland |
Qualification Name | Doctor of Philosophy |
Number of Pages | 314 |
Year | 2015 |
Abstract | To operate in a highly competitive business environment, organisations require the support of continually improving IT services. The dominant academic literature on ITService Management (ITSM) focuses on the measurement of the outcome of ITSM implementation. Consequently, there is limited research on the measurement of ITSM Using the design science research methodology, an iterative design process was followed to develop a research artefact in the form of a method: the Software-Mediated Process Assessment (SMPA) approach that enables researchers and practitioners to assess the ITSM processes in a transparent and efficient way. The four phases in theSMPA approach include preparation for the assessment; online survey to collect Two case study organisations provided test sites for the evaluation of the SMPA approach. The two organisations are the Queensland Government’s primary IT service Further discussions of the research findings provided design knowledge that included the emergence of the concept of virtualisability in ITSM process assessments and a proposal of a hybrid ITSM process assessment method. Moreover, iterations ofself-assessments of ITSM processes using the SMPA approach may facilitate |
Keywords | highly competitive; limited research; practitioners |
ANZSRC Field of Research 2020 | 359999. Other commerce, management, tourism and services not elsewhere classified |
460908. Information systems organisation and management | |
Byline Affiliations | School of Management and Enterprise |
https://research.usq.edu.au/item/q312z/development-and-evaluation-of-a-software-mediated-process-assessment-approach-in-it-service-management
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