Virtualising process assessments to facilitate continual service improvement in IT service management

Shrestha, Anup and Cater-Steel, Aileen and Toleman, Mark (2015) Virtualising process assessments to facilitate continual service improvement in IT service management. In: 26th Australasian Conference on Information Systems (ACIS 2015), 30 Nov - 4 Dec 2015, Adelaide, South Australia.

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The IT Service Management (ITSM) industry has defined processes as best practices in the widely accepted IT Infrastructure Library (ITIL) framework. However, studies on the measurement of ITSM process improvement are scant. Our research addressed the dual problems of the lack of transparency and the need for efficiency in ITSM process assessment. Using the Design Science Research methodology, we developed a Software-mediated Process Assessment (SMPA) approach that enables assessment of ITSM processes. The SMPA approach includes process selection; an online survey to collect assessment data; measurement of process capability; and reporting of process improvement recommendations. We implemented a decision support system (DSS) to automate the SMPA approach and evaluated it at two IT service providers. The evaluations indicated that the SMPA approach supports decision-making on process improvements. The findings provided design knowledge of virtualisation in ITSM process assessment and how this may facilitate 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: Copyright: © 2015 Shrestha, Cater-Steel and Toleman. This is an open-access article distributed under the terms of the Creative Commons Attribution-Non Commercial 3.0 Australia License, which permits non-commercial use, distribution, and reproduction in any medium, provided the original author and ACIS are credited.
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise
Date Deposited: 24 Jun 2016 01:56
Last Modified: 09 Mar 2017 05:41
Uncontrolled Keywords: process virtualisation theory; IT service management; process assessment; decision support system; international standards
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080699 Information Systems not elsewhere classified
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
Funding Details:

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