Evaluation of software mediated process assessments for IT service management

Shrestha, Anup and Cater-Steel, Aileen and Toleman, Mark and Rout, Terry (2015) Evaluation of software mediated process assessments for IT service management. In: 15th International Conference on Software Process Improvement and Capability Determination (SPICE 2015), 16-17 June 2015, Gothenburg, Sweden.

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IT service organisations are cognisant that continual service improvement can be achieved by conducting regular process assessments. However, such assessments are expensive and so we have developed a Decision Support
System (DSS) tool which uses the international standard for process assessment ISO/IEC 15504 to offer a transparent and efficient approach. This paper provides evidence of evaluation of this software-mediated process assessment (SMPA) approach which was based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL®). In a usability evaluation of the online tool, participants reported largely positive experiences finding the online survey easy to use trustworthy, comfortable, generally effective, and more transparent and less costly to implement than a manual assessment. However, to engage in process improvement, human judgment, and possibly expert assessment facilitators are necessary for assessment validation and improvement, that is, a fully automated online survey that is strictly standard-based is not very useful. Further clarification of the survey questions with relevant examples, clearer answer options and having more visible goal statements on every question page were suggested.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Accepted version deposited 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: 18 Nov 2015 02:28
Last Modified: 30 Oct 2018 05:23
Uncontrolled Keywords: ITSM process assessment, ISO/IEC 15504, evaluation, IT service management, process improvement
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
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences
Funding Details:
Identification Number or DOI: 10.1007/978-3-319-19860-6
URI: http://eprints.usq.edu.au/id/eprint/27530

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