Shrestha, Anup 
ORCID: https://orcid.org/0000-0002-2952-0072 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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Text (Published Version)
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Abstract
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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Statistics for this ePrint Item |
| 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, Education, Law and Arts - School of Management and Enterprise (1 Jul 2013 - 17 Jan 2021) |
| Faculty/School / Institute/Centre: | Historic - Faculty of Business, Education, Law and Arts - School of Management and Enterprise (1 Jul 2013 - 17 Jan 2021) |
| Date Deposited: | 09 Dec 2013 06:31 |
| Last Modified: | 30 Nov 2020 04:44 |
| Uncontrolled Keywords: | IT service management; continual service improvement; ITSM process assessment; ISO/IEC 15504; ITIL; ISO/IEC 20000 |
| Fields of Research (2008): | 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 |
| Fields of Research (2020): | 39 EDUCATION > 3903 Education systems > 390303 Higher education 46 INFORMATION AND COMPUTING SCIENCES > 4609 Information systems > 460999 Information systems not elsewhere classified 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350715 Quality management |
| Socio-Economic Objectives (2008): | B Economic Development > 91 Economic Framework > 9105 Measurement Standards and Calibration Services > 910504 Service Industries Standards and Calibrations |
| URI: | http://eprints.usq.edu.au/id/eprint/24329 |
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