Building a software tool for transparent and efficient process assessments in IT service management

Shrestha, Anup and Cater-Steel, Aileen and Toleman, Mark and Tan, Wui-Gee (2014) Building a software tool for transparent and efficient process assessments in IT service management. In: 9th International Conference on Design Science Research in Information Systems and Technologies (DESRIST 2014): Advancing the Impact of Design Science: Moving from Theory to Practice , 22-23 May 2014, Miami, FL. United States.

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Abstract

Process improvements provide a structured approach for organisa-tions to improve the way they operate. A number of process improvement methodologies such as ISO9000, TQM, Six Sigma, Lean, and Agile have been proposed over the last few decades and subsequently software tools have been developed to apply these methodologies. However determination of process ca-pability to measure improvement is predominantly conducted by expert process assessors and consultants with proprietary frameworks. We propose the use of the international standard for process assessment ISO/IEC 15504 for a transpar-ent measurement of process capability. We also demonstrate development of a software tool based on the standard that can facilitate organisations to assess their processes efficiently. In this paper, we explain the development, imple-mentation and preliminary evaluation of a software-mediated process assess-ment approach in the area of IT Service Management at a large public-sector IT organisation in Queensland, Australia. This paper's contribution is the integra-tion of the design science research methodology with the task-technology fit theory for the development of the software tool as a research artefact. For prac-titioners the project demonstrates transparent and efficient assessment of IT service processes to facilitate continual improvement.


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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: © 2014 Springer International Publishing. Permanent restricted access to published version in accordance with the copyright policy of the publisher.
Faculty / Department / School: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise
Date Deposited: 30 Jun 2014 01:27
Last Modified: 05 Jul 2017 00:07
Uncontrolled Keywords: process assessment; IT service management; task-technology fit; design science research; ISO/IEC 15504
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080605 Decision Support and Group Support Systems
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: E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences
Identification Number or DOI: 10.1007/978-3-319-06701-8_16
URI: http://eprints.usq.edu.au/id/eprint/25203

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