The issue of reliability in software mediated process assessments

Shrestha, Anup and Cater-Steel, Aileen and Toleman, Mark and Rout, Terry and Behari, Suren (2016) The issue of reliability in software mediated process assessments. In: Software Process Improvement and Capability Determination 16th International Conference, SPICE 2016, 9-10 June 2016, Dublin, Ireland.


This paper reports on a reliability analysis of a Software-mediated Process Assessment (SMPA) decision support tool as it was used at three sites. The tool was used at two sites as part of its development process. Following its evaluation, further development included the formulation of assessment questions and knowledge items to complete the requirements for all ISO/IEC 20000 processes. The SMPA was deployed at a third site, a large financial services firm. These three case studies brought up the issue of the reliability of the capability ratings and the value of the reliability measure (coefficient of variation) incorporated in the SMPA. Further data collection when undertaking assessments is required to have better assurance of the results given the variability of subjects. In addition the future of ISO/IEC 15504/ISO/IEC 330xx and ISO/IEC 20000 and how the SMPA will need to change to maintain alignment is raised.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise
Date Deposited: 14 Sep 2016 04:44
Last Modified: 14 Sep 2016 04:44
Uncontrolled Keywords: Reliability, ITSM process assessment, ISO/IEC 15504, ISO/IEC 330xx, Evaluation, IT Service Management, Process improvement, ITIL, ISO/IEC 20000
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080699 Information Systems not elsewhere classified
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences
Identification Number or DOI: 10.1007/978-3-319-38980-6

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