A model to select processes for IT service management improvement

Shrestha, Anup and Cater-Steel, Aileen and Tan, Wui-Gee and Toleman, Mark (2012) A model to select processes for IT service management improvement. In: 23rd Australasian Conference on Information Systems (ACIS 2012): Location, Location, Location, 3-5 Dec 2012, Geelong, Australia.


IT organisations are continually seeking improvements in managing IT service management processes. The selection of relevant processes to improve is one of the most crucial initial decisions to make in service improvement projects. In this paper, we focus on developing a process selection decision model using service perception factors from the Service Quality (SERV-QUAL) model and business drivers from the Balanced Scorecard perspectives along with the main objective of service improvement as improvement driver. We use a Design Science Research method to develop the model and then a prototype from our proposed model. We establish an evaluation protocol to determine the effectiveness of the prototype which will be demonstrated in a case organisation. The main contribution of the paper is to provide evidence-based decision support for IT service providers to select the most relevant service processes to improve.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Shrestha, Cater-Steel, Tan & Toleman © 2012. The authors assign to ACIS and educational and non-profit institutions a non-exclusive licence to use this document for personal use and in courses of instruction provided that the article is used in full and this copyright statement is reproduced. The authors also grant a non-exclusive licence to ACIS to publish this document in full in the Conference Papers and Proceedings. Those documents may be published on the World Wide Web, CD-ROM, in printed form, and on mirror sites on the World Wide Web. Any other usage is prohibited without the express permission of the authors. Conference Papers at http://acis2012.deakin.edu.au/conference-program
Faculty / Department / School: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 08 Jan 2013 07:32
Last Modified: 12 Feb 2015 06:48
Uncontrolled Keywords: IT service management; process improvement selection; ITSM process assessment; ITIL; design science research
Fields of Research : 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
08 Information and Computing Sciences > 0806 Information Systems > 080608 Information Systems Development Methodologies
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective: B Economic Development > 89 Information and Communication Services > 8902 Computer Software and Services > 890299 Computer Software and Services not elsewhere classified
URI: http://eprints.usq.edu.au/id/eprint/22505

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