Development and evaluation of a software-mediated process assessment method for IT service management
Article
Article Title | Development and evaluation of a software-mediated process assessment method for IT service management |
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ERA Journal ID | 17900 |
Article Category | Article |
Authors | Shrestha, Anup (Author), Cater-Steel, Aileen (Author), Toleman, Mark (Author), Behari, Suren (Author) and Rajaeian, Mohammad Mehdi (Author) |
Journal Title | Information and Management |
Journal Citation | 57 (4) |
Article Number | 103213 |
Number of Pages | 17 |
Year | 2020 |
Place of Publication | Netherlands |
ISSN | 0378-7206 |
1872-7530 | |
Digital Object Identifier (DOI) | https://doi.org/10.1016/j.im.2019.103213 |
Web Address (URL) | https://www.sciencedirect.com/science/article/pii/S0378720617308078 |
Abstract | IT service improvements can add immense value to organisations. To improve IT service management (ITSM) processes, a software-mediated process assessment method is proposed with four phases: process identification, process assessment, process capability measurement and process improvement. The international standard for process assessment was applied to measure process capability. This method was trialled at two Australian organisations and positively evaluated in a US foreign exchange trading business. Our empirical evidence challenges the underlying assumption that higher levels of process capability depend on the achievement of lower level process attributes. We conclude that this method can be applied to transparently self-assess processes. |
Keywords | process assessment; IT service management; decision support system; design science research; task technology fit; staged maturity model |
ANZSRC Field of Research 2020 | 460902. Decision support and group support systems |
460908. Information systems organisation and management | |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | School of Management and Enterprise |
Institution of Origin | University of Southern Queensland |
Funding source | Australian Research Council (ARC) Grant ID LP100200227 |
https://research.usq.edu.au/item/q5674/development-and-evaluation-of-a-software-mediated-process-assessment-method-for-it-service-management
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