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
AuthorsShrestha, 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.

Keywordsprocess assessment; IT service management; decision support system; design science research; task technology fit; staged maturity model
Year2020
JournalInformation and Management
Journal citation57 (4), pp. 1 - 17
PublisherElsevier B.V.
ISSN0378-7206
Digital Object Identifier (DOI)https://doi.org/10.1016/j.im.2019.103213
Scopus EID2-s2.0-85072700000
Page range1 - 17
Research GroupPeter Faber Business School
Publisher's version
File Access Level
Controlled
Grant IDARC/LP100200227
Place of publicationNetherlands
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