Software-mediated process assessment in IT service management

Cater-Steel, Aileen and Tan, Wui-Gee and Toleman, Mark and Rout, Terry and Shrestha, Anup (2013) Software-mediated process assessment in IT service management. In: 13th International Conference on Software Process Improvement and Capability Determination (SPICE 2013), 4-6 Jun 2013, Bremen, Germany.

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Abstract

Continual service improvement is a crucial aspect of IT service management as it enables organisations to enhance the relevance and responsiveness of their IT services providing outcomes in productivity and competitiveness. This paper describes a research project that is aimed at developing an international standards-based software-mediated process assessment tool to facilitate continual service improvement in IT service management. The project will also evaluate the effectiveness of the tool by implementing it in two large Australian public sector organisations and validating the results against traditional process assessment methods. The significance of the research is that the tool will enable organisations to selfassess and improve their current IT service processes as well as transitioning international standards to industry.


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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: © Springer-Verlag Berlin Heidelberg 2013. Published version deposited in accordance with the copyright policy of the publisher. Permission from the publisher must be obtained to use the published article. First presented at: 13th International Conference, SPICE 2013, Bremen, Germany, June 4-6, 2013.
Faculty / Department / School: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 23 Jun 2013 23:25
Last Modified: 01 Aug 2017 23:52
Uncontrolled Keywords: software-mediated process assessment; IT service management; continual service improvement; ISO/IEC 15504; ISO/IEC 20000
Fields of Research : 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150307 Innovation and Technology Management
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 > 890205 Information Processing Services (incl. Data Entry and Capture)
Identification Number or DOI: 10.1007/978-3-642-38833-0_17
URI: http://eprints.usq.edu.au/id/eprint/23650

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