Interpretation and reporting of process capability results: focus on improvement

Behari, Suren and Cater-Steel, Aileen and Shrestha, Anup and Soar, Jeffrey (2018) Interpretation and reporting of process capability results: focus on improvement. In: 18th International Conference on Software Process Improvement and Capability Determination (SPICE 2018), 9-10 Oct 2018, Thessaloniki, Greece.


A global financial services company followed a software-mediated process assessment (SMPA) approach based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL®). Using an action research approach, the Incident Management, Problem Management, and Change Management processes were assessed at two points in time during an ITSM process improvement project. This paper analyzes the results of the process assessments, highlights issues with the interpretation of the results, and offers an alternative method to report process capability results to motivate process improvement. The study found that by using the proportion of SMPA recommendations as a proxy measure for process improvement, the processes did improve yielding fewer recommendations in cycle 2 when compared to cycle 1 of the action research.

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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 embargoed until 1 November 2019 (12 months), 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: 30 Oct 2018 06:06
Last Modified: 16 Nov 2018 06:00
Uncontrolled Keywords: ITSM process assessment, ISO/IEC 15504, ISO/IEC 20000-4, IT service management, process improvement
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
Identification Number or DOI: 10.1007/978-3-030-00623-5_12

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