Towards transparent and efficient process assessments for IT service management

Shrestha, Anup and Cater-Steel, Aileen and Toleman, Mark and Rout, Terry (2014) Towards transparent and efficient process assessments for IT service management. Communications in Computer and Information Science, 477. pp. 165-176. ISSN 1865-0929

Abstract

IT service organisations recognise the value of conducting regular process assessments for continual service improvement. However lack of transparency and substantial costs deter industry adoption. We propose that the use of the international standard for process assessment ISO/IEC 15504 offers a transparent approach to address this challenge. Moreover, efficiency can be realized by a Decision Support System (DSS) tool to automate data collection and process capability calculations. This paper details a Design Science Research project to develop a software-mediated process assessment (SMPA) approach based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL®). We discuss the architecture of the SMPA approach and the role of ISO/IEC 15504 in the approach. This work contributes to practice as it may help IT managers to self-assess their processes using a standard model. The SMPA approach can also support assessors who perform formal assessments.


Statistics for USQ ePrint 26363
Statistics for this ePrint Item
Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: ISBN: 978-331913035-4 Paper presented at fourteenth International SPICE Conference on Process Improvement and Capability Determination in Software, Systems Engineering and Service Management, Vilnius, Lithuania 5-6 November 2014
Faculty / Department / School: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise
Date Deposited: 11 Jan 2015 08:15
Last Modified: 09 Jun 2015 23:11
Uncontrolled Keywords: ITSM process assessment, ISO/IEC 15504, automated process assessments, IT service management, process improvement
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
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150307 Innovation and Technology 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 > 890205 Information Processing Services (incl. Data Entry and Capture)
E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences
Funding Details:
Identification Number or DOI: 10.1007/978-3-319-13036-1_15
URI: http://eprints.usq.edu.au/id/eprint/26363

Actions (login required)

View Item Archive Repository Staff Only