A tool for IT service management process assessment for process improvement

Shrestha, Anup ORCID: https://orcid.org/0000-0002-2952-0072 and Cater-Steel, Aileen and Tan, Wui-Gee and Toleman, Mark ORCID: https://orcid.org/0000-0002-0535-8103 and Rout, Terry (2013) A tool for IT service management process assessment for process improvement. In: 14th International Conference on Product-Focused Software Process Improvement (PROFES 2013), 12-14 Jun 2013, Paphos, Cyprus.


Abstract

Process assessments can improve IT service management (ITSM)
processes but the assessment method is not always transparent. This paper outlines a project to develop a software-mediated process assessment tool to enable
transparent and objective ITSM process assessment. Using the international standards for ITSM and process assessment, the tool is being developed following the goal-question-metric (GQM) approach in collaboration with academics, standards committee members and ITSM practitioners.


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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: © 2013 Springer-Verlag. Permanent restricted access to Published version due to publisher copyright policy. Series title: Lecture Notes in Computer Science v. 7983
Faculty/School / Institute/Centre: Historic - Faculty of Business and Law - School of Information Systems (1 Jan 2011 - 30 Jun 2013)
Faculty/School / Institute/Centre: Historic - Faculty of Business and Law - School of Information Systems (1 Jan 2011 - 30 Jun 2013)
Date Deposited: 09 Aug 2013 00:37
Last Modified: 20 Feb 2015 05:44
Uncontrolled Keywords: ITSM process assessment tool; ISO/IEC 20000; ISO/IEC 15504; ITIL; goal-question-metric approach
Fields of Research (2008): 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
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350715 Quality management
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3599 Other commerce, management, tourism and services > 359999 Other commerce, management, tourism and services not elsewhere classified
46 INFORMATION AND COMPUTING SCIENCES > 4609 Information systems > 460908 Information systems organisation and management
Socio-Economic Objectives (2008): 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: https://doi.org/10.1007/978-3-642-39259-7_27
URI: http://eprints.usq.edu.au/id/eprint/23653

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