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Development and evaluation of a software-mediated process assessment method for IT service management
Shrestha, Anup Cater-Steel, Aileen Toleman, Mark Behari, Suren Rajaeian, Mohammad Mehdi
Shrestha, Anup
Cater-Steel, Aileen
Toleman, Mark
Behari, Suren
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
Date
2020
Type
Journal article
Journal
Information and Management
Book
Volume
57
Issue
4
Page Range
1-17
Article Number
ACU Department
Peter Faber Business School
Faculty of Law and Business
Faculty of Law and Business
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Relation URI
Source URL
Event URL
Open Access Status
License
File Access
Controlled