A decision support tool to define scope in IT service management process assessment and improvement

Shrestha, Anup and Cater-Steel, Aileen and Toleman, Mark and Tan, Wui-Gee (2013) A decision support tool to define scope in IT service management process assessment and improvement. In: 8th International Conference on Design Science at the Intersection of Physical and Virtual Design (DESRIST 2013), 11-12 Jun 2013, Helsinki, Finland.


Improvements in managing IT service management (ITSM)
processes are continuously sought by IT organisations. However, resources are limited and the choice of processes for improvement is a critical decision point for the managers. In this paper, we report a process selection decision model developed with task-technology fit theory as the lens as the basis for our Design Science Research approach. The model is instantiated with an outcome of a
decision support tool. The process selection decision model uses service perception factors from the Service Quality (SERV-QUAL) model and business drivers from the Balanced Scorecard (BSC) perspectives to ensure that the ITSM
processes are prioritised based on the key business drivers that have the highest impact on the business. Responses to a service perception survey provided by the business stakeholders combined with workshops guided the tool development as did considering the BSC perspectives with business drivers rather than ITSM processes being ranked directly by stakeholder participants. Usefulness of the tool is then demonstrated in a case organisation. The main contribution of the study is to provide evidence-based decision support for IT service providers to select the most relevant service processes to improve. Future research includes longitudinal evaluation of the tool's output advice and the tool's use in other organisations.

Statistics for USQ ePrint 23655
Statistics for this ePrint Item
Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: © 2013 Springer-Verlag. Series title: Lecture Notes in Computer Science, vol. 7939 Published version deposited in accordance with the copyright policy of the publisher.
Faculty/School / Institute/Centre: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 24 Jun 2013 01:36
Last Modified: 12 Jun 2017 02:01
Uncontrolled Keywords: IT service management; decision support tool; design science research method; balanced scorecard; service quality; task-technology fit theory
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080605 Decision Support and Group Support Systems
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality 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 > 890202 Application Tools and System Utilities
Identification Number or DOI: 10.1007/978-3-642-38827-9_21
URI: http://eprints.usq.edu.au/id/eprint/23655

Actions (login required)

View Item Archive Repository Staff Only