Benefits and relevance of International Standards in a design science research project for process assessments

Shrestha, Anup and Cater-Steel, Aileen and Toleman, Mark and Rout, Terry (2018) Benefits and relevance of International Standards in a design science research project for process assessments. Computer Standards and Interfaces, 60. pp. 48-56. ISSN 0920-5489


One critical challenge in IT Service Management (ITSM) process assessment is the issue of transparency in the way ITSM processes are assessed. A Design Science Research (DSR) project was executed to design, develop and evaluate an artefact in order to conduct software-mediated process assessments in ITSM. International Standards were used to validate the design, development and evaluation of the research artefact in order to demonstrate that the artefact is relevant to practice. Studies relating to the use of International Standards to validate DSR artefacts are scant regardless of broader adoption of the DSR studies and acceptance of the International Standards in practice. DSR studies in particular are required to maintain a balance between research rigor and relevance by reporting artefacts that solve a class of problems based on scientific justification and practical evidence. International Standards provide bodies of knowledge that ensure products, services and processes are of acceptable quality and relevant to practice. Our DSR project confirmed that the external validity of an artefact can be improved with the use of International Standards. Using three International Standards, process assessment ISO/IEC 15504-330xx series, IT Service Management ISO/IEC 20000 series, and System and Software Quality Models from ISO/IEC 25010, this manuscript presents an account of a DSR project with three evaluation sites where the artefact was tested in real organizational contexts. The project demonstrated the significant role of International Standards to confirm research relevance during artefact design, development and evaluation.

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Item Type: Article (Commonwealth Reporting Category C)
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: 29 Oct 2018 23:44
Last Modified: 16 Nov 2018 00:44
Uncontrolled Keywords: process assessment, international Standards, IT service management, design science research, software quality evaluation
Fields of Research : 08 Information and Computing Sciences > 0803 Computer Software > 080309 Software Engineering
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:
Identification Number or DOI: 10.1016/j.csi.2018.04.011

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