Managing knowledge and learning for process improvement: a software-mediated process assessment approach for IT service management

Shrestha, Anup and Kong, Eric and Cater-Steel, Aileen (2018) Managing knowledge and learning for process improvement: a software-mediated process assessment approach for IT service management. In: The Palgrave handbook of knowledge management. Palgrave Macmillan Ltd., Houndmills, United Kingdom, pp. 621-641. ISBN 978-3-319-71433-2

Abstract

As business users increasingly rely upon services from their information technology (IT) service providers, the demand for process improvements in IT services will continue to grow. Although service outcome measures, such as customer satisfaction, may represent the desired end result of IT services, validated assessment of processes provides an important additional element to process improvement efforts, as they may determine actions that could be taken to improve IT services. In the fast-changing and dynamic business environment, IT service organisations must continue to improve their learning processes, create knowledge and implement best practices that allow them to be able to deliver innovative and adaptive value-adding services to their clients. In this chapter, we describe how we applied the software-mediated process assessment (SMPA) approach to assist IT service organisations to conduct process assessments in a transparent and cost-effective manner. In addition, we introduce a knowledge management (KM) process cycle that illustrates how KM and learning processes may be used concurrently to achieve process improvement within the SMPA approach for maximum impact in the IT service management (ITSM) sector. We introduce and discuss three innovative strategies using the SMPA approach to conduct process assessments in the ITSM sector. The practical strategies include (1) adopting the international standards for assessments; (2) facilitating assessments using a decision support system (DSS) tool; and (3) incorporating process assessments for managing knowledge and learning processes. A KM process cycle along with the SMPA approach is introduced. Key value propositions of the SMPA approach are highlighted.


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Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Additional Information: Permanent restricted access to Published version, in accordance with the copyright policy of the publisher.
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise
Date Deposited: 15 Aug 2018 01:48
Last Modified: 07 Feb 2019 22:20
Uncontrolled Keywords: knowledge management, learning process, process improvement, software-mediated process assessment approach, IT service management
Fields of Research : 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150301 Business Information Management (incl. Records, Knowledge and Information Management, and Intelligence)
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150310 Organisation and Management Theory
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
Identification Number or DOI: 10.1007/978-3-319-71434-9_25
URI: http://eprints.usq.edu.au/id/eprint/34491

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