ITSM process assessments using ISO/IEC 15504 for CSI

Shrestha, Anup and Collins, Paul and Cater-Steel, Aileen (2013) ITSM process assessments using ISO/IEC 15504 for CSI. Informed Intelligence: ITSMF Australia Bulletin. pp. 10-11.

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While the continual service improvement (CSI) journey embarked upon by each organisation is unique, one aspect of service improvement that should be standardised is the measurement of service improvements. In other words, units of service measurement should be based on standards that communities can use for common benchmarks. Classic examples include hours and minutes as the units of measurement for time and kilometres to measure distance. Unfortunately such quantitative units of measurement are not easy to determine for IT service improvements.

The University of Southern Queensland initiated an Australian Research Council (ARC) Linkage project in 2011 to develop a standard approach to determine process capabilities for service improvement in ITSM. The research team includes ITSM practitioners and International Standards committee members. This article proposes the use of the international standard of process assessment (ISO/IEC 15504) in measuring ITSM improvements.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: No
Item Status: Live Archive
Additional Information: This publication is copyright. It may be reproduced in whole or in part for the purposes of study, research, or review, but is subject to the inclusion of an acknowledgment of the source.
Faculty/School / Institute/Centre: Historic - Faculty of Business and Law - No Department
Date Deposited: 09 Dec 2013 06:31
Last Modified: 04 May 2015 03:07
Uncontrolled Keywords: IT service management; continual service improvement; ITSM process assessment; ISO/IEC 15504; ITIL; ISO/IEC 20000
Fields of Research : 13 Education > 1301 Education Systems > 130103 Higher Education
08 Information and Computing Sciences > 0806 Information Systems > 080699 Information Systems not elsewhere classified
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
Socio-Economic Objective: B Economic Development > 91 Economic Framework > 9105 Measurement Standards and Calibration Services > 910504 Service Industries Standards and Calibrations

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