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

Journal article

Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark, Behari, Suren and Rajaeian, Mohammad Mehdi. (2020). Development and evaluation of a software-mediated process assessment method for IT service management. Information and Management. 57(4), pp. 1 - 17. https://doi.org/10.1016/j.im.2019.103213

Authors	Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark, Behari, Suren and Rajaeian, Mohammad Mehdi
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.
Keywords	process assessment; IT service management; decision support system; design science research; task technology fit; staged maturity model
Year	2020
Journal	Information and Management
Journal citation	57 (4), pp. 1 - 17
Publisher	Elsevier B.V.
ISSN	0378-7206
Digital Object Identifier (DOI)	https://doi.org/10.1016/j.im.2019.103213
Scopus EID	2-s2.0-85072700000
Page range	1 - 17
Research Group	Peter Faber Business School
Publisher's version	File Access Level Controlled
Grant ID	ARC/LP100200227
Place of publication	Netherlands

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