A method to select IT service management processes for improvement

Shrestha, Anup ORCID: https://orcid.org/0000-0002-2952-0072 and Cater-Steel, Aileen and Toleman, Mark ORCID: https://orcid.org/0000-0002-0535-8103 and Tan, Wui-Gee (2014) A method to select IT service management processes for improvement. Journal of Information Technology: Theory and Application, 15 (3). pp. 31-56. ISSN 1552-6496


Although process improvement is crucial for organizations that seek quality in their operations, there is a lack of explicit guidance on how to select the critical processes to improve. We propose a structured method to guide the selection of processes for improvement in IT service management (ITSM) and designed and evaluated a decision support system (DSS) for process selection. We designed the process selection method to be theoretically grounded, have balanced business and ITSM objectives, and be supported by a DSS. We took a design science research approach to develop, demonstrate, and evaluate the process selection method and DSS. We applied task-technology fit to inform the design and explain the DSS's development and utility. We used the balanced scorecard and SERVQUAL models to structure business objectives and service gap perceptions. We conducted ex ante evaluation during the development process and interviews for an ex post qualitative evaluation. The results suggest the method is effective, valid, and useful and that it offers benefits in terms of perceived decision quality and decision efficiency. The DSS's utility was confirmed because it enabled evidence-based decision support for the process selection method. Using the proposed method, practitioners can follow a workflow for selecting critical IT service processes that need to be improved based on current business objectives and confirmed by key process stakeholders. The proposed method and the DSS prototype could form a basis for future research in defining the scope for process improvement projects in other fields.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: © 2014 by the Association for Information Systems. Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and full citation on the first page. Request permission to publish from: AIS Administrative Office, P.O. Box 2712 Atlanta, GA, 30301-2712 Attn: Reprints.
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: 21 Apr 2015 02:02
Last Modified: 28 Aug 2020 03:03
Uncontrolled Keywords: process selection decision; decision support systems; IT service management; task-technology fit; design science research; balanced scorecard; SERVQUAL; ITIL
Fields of Research (2008): 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
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
Socio-Economic Objectives (2008): E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences
Funding Details:
URI: http://eprints.usq.edu.au/id/eprint/27058

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