Shrestha, Anup 
ORCID: https://orcid.org/0000-0002-2952-0072 and Cater-Steel, Aileen and Toleman, Mark ORCID: https://orcid.org/0000-0002-0535-8103 and Behari, Suren and Rajaeian, Mohammad Mehdi
(2020)
Development and evaluation of a software-mediated process assessment method for IT service management.
Information & Management, 57 (4):103213.
ISSN 0378-7206
Abstract
IT service improvements can add immense value to organisations. To improve IT service management (ITSM) processes, a software-mediated process assessment method is proposed with four phases: process identification, process assessment, process capability measurement and process improvement. The international standard for process assessment was applied to measure process capability. This method was trialled at two Australian organisations and positively evaluated in a US foreign exchange trading business. Our empirical evidence challenges the underlying assumption that higher levels of process capability depend on the achievement of lower level process attributes. We conclude that this method can be applied to transparently self-assess processes.
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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: | Historic - Faculty of Business, Education, Law and Arts - School of Management and Enterprise (1 Jul 2013 - 17 Jan 2021) |
| Faculty/School / Institute/Centre: | Historic - Faculty of Business, Education, Law and Arts - School of Management and Enterprise (1 Jul 2013 - 17 Jan 2021) |
| Date Deposited: | 18 Dec 2019 04:33 |
| Last Modified: | 25 May 2020 06:22 |
| Uncontrolled Keywords: | process assessment; IT service management; decision support system; design science research; task technology fit; staged maturity model |
| Fields of Research (2008): | 08 Information and Computing Sciences > 0806 Information Systems > 080605 Decision Support and Group Support Systems 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management |
| Socio-Economic Objectives (2008): | E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences |
| Funding Details: | |
| Identification Number or DOI: | https://doi.org/10.1016/j.im.2019.103213 |
| URI: | http://eprints.usq.edu.au/id/eprint/37161 |
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