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Towards Transparent and Efficient Process Assessments for IT Service Management

  • Conference paper
Software Process Improvement and Capability Determination (SPICE 2014)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 477))

Abstract

IT service organisations recognise the value of conducting regular process assessments for continual service improvement. However lack of transparency and substantial costs deter industry adoption. We propose that the use of the international standard for process assessment ISO/IEC 15504 offers a transparent approach to address this challenge. Moreover, efficiency can be realized by a Decision Support System (DSS) tool to automate data collection and process capability calculations. This paper details a Design Science Research project to develop a software-mediated process assessment (SMPA) approach based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL®). We discuss the architecture of the SMPA approach and the role of ISO/IEC 15504 in the approach. This work contributes to practice as it may help IT managers to self-assess their processes using a standard model. The SMPA approach can also support assessors who perform formal assessments.

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Author information

Authors and Affiliations

  1. School of Management and Enterprise, University of Southern Queensland, Toowoomba, Australia

    Anup Shrestha, Aileen Cater-Steel, Mark Toleman & Terry Rout

Authors
  1. Anup Shrestha
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  2. Aileen Cater-Steel
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  3. Mark Toleman
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  4. Terry Rout
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Editor information

Editors and Affiliations

  1. Vilnius University, Vilnius, Lithuania

    Antanas Mitasiunas

  2. Griffith University, Brisbane, Queensland, Australia

    Terry Rout

  3. Dublin City University, Ireland

    Rory V. O’Connor

  4. InterSPICE Ltd, Cambridge, UK

    Alec Dorling

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© 2014 Springer International Publishing Switzerland

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Shrestha, A., Cater-Steel, A., Toleman, M., Rout, T. (2014). Towards Transparent and Efficient Process Assessments for IT Service Management. In: Mitasiunas, A., Rout, T., O’Connor, R.V., Dorling, A. (eds) Software Process Improvement and Capability Determination. SPICE 2014. Communications in Computer and Information Science, vol 477. Springer, Cham. https://doi.org/10.1007/978-3-319-13036-1_15

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  • DOI: https://doi.org/10.1007/978-3-319-13036-1_15

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-13035-4

  • Online ISBN: 978-3-319-13036-1

  • eBook Packages: Computer ScienceComputer Science (R0)

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