Development and evaluation of a software-mediated process assessment method for IT service management

Shrestha, Anup and Cater-Steel, Aileen and Toleman, Mark and Behari, Suren and Rajaeian, Mohammad Mehdi (2019) Development and evaluation of a software-mediated process assessment method for IT service management. Information & Management. 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: Published online: 22 September 2019. Permanent restricted access to ArticleFirst 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 (1 July 2013 -)
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise (1 July 2013 -)
Date Deposited: 18 Dec 2019 04:33
Last Modified: 17 Jan 2020 03:24
Uncontrolled Keywords: process assessment; IT service management; decision support system; design science research; task technology fit; staged maturity model
Fields of Research : 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 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.im.2019.103213
URI: http://eprints.usq.edu.au/id/eprint/37161

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