Software-mediated process assessment for IT service capability management

Shrestha, Anup and Cater-Steel, Aileen and Tan, Wui-Gee and Toleman, Mark (2014) Software-mediated process assessment for IT service capability management. In: 22nd European Conference on Information Systems (ECIS 2014): Digital Work, Digital Life , 9-11 Jun 2014, Tel Aviv, Israel.

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Process improvements provide a structured approach for an organisation 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, the determination of process capabilities to measure improvements is predominantly conducted by expert process assessors and consultants with their proprietary frameworks. We propose the use of the international standard of process assessment
ISO/IEC 15504 for a consistent measurement of process capability. We also demonstrate development of a software tool based on the standard. This tool enables organisations to self-assess their processes efficiently. In this paper, we explain the development and implementation of a software-mediated process assessment approach in the area of IT Service Management at two large public-sector IT
organisations in Queensland, Australia. This paper's unique contribution is the integration of the design science research methodology with the task-technology fit theory for the development of the software tool as a research artefact. For practitioners the project demonstrates transparent and efficient self assessment of IT service processes that facilitates continual service 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 European Conference on Information Systems. 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: 25 Aug 2014 23:19
Last Modified: 10 May 2019 00:09
Uncontrolled Keywords: process assessment; IT service management; task-technology fit; design science research; ISO/IEC 15504
Fields of Research : 08 Information and Computing Sciences > 0803 Computer Software > 080302 Computer System Architecture
08 Information and Computing Sciences > 0806 Information Systems > 080605 Decision Support and Group Support Systems
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences

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