Shrestha, Anup and Cater-Steel, Aileen and Tan, Wui-Gee and Toleman, Mark 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 |
| 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 : | 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: | 10.1007/978-3-642-39259-7_27 |
| URI: | http://eprints.usq.edu.au/id/eprint/23653 |
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