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Building a Software Tool for Transparent and Efficient Process Assessments in IT Service Management

  • Conference paper
Advancing the Impact of Design Science: Moving from Theory to Practice (DESRIST 2014)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 8463))

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Abstract

Process improvements provide a structured approach for organisations to improve the way they operate. A number of process improvement methodologies such as ISO9000, TQM, Six Sigma, Lean, and Agile have been proposed over the last few decades and subsequently software tools have been developed to apply these methodologies. However determination of process ca-pability to measure improvement is predominantly conducted by expert process assessors and consultants with proprietary frameworks. We propose the use of the international standard for process assessment ISO/IEC 15504 for a transparent measurement of process capability. We also demonstrate development of a software tool based on the standard that can facilitate organisations to assess their processes efficiently. In this paper, we explain the development, implementation and preliminary evaluation of a software-mediated process assessment approach in the area of IT Service Management at a large public-sector IT organisation in Queensland, Australia. This paper’s contribution is the integration of the design science research methodology with the task-technology fit theory for the development of the software tool as a research artefact. For practitioners the project demonstrates transparent and efficient assessment of IT service processes to facilitate continual improvement.

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Author information

Authors and Affiliations

  1. University of Southern Queensland, Toowoomba, Australia

    Anup Shrestha, Aileen Cater-Steel, Mark Toleman & Wui-Gee Tan

Authors
  1. Anup Shrestha
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  2. Aileen Cater-Steel
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  3. Mark Toleman
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  4. Wui-Gee Tan
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Editor information

Editors and Affiliations

  1. College of Business, Florida International University, 11200 SW 8th Street, 33199, Miami, FL, USA

    Monica Chiarini Tremblay

  2. Florida International University, 11200 SW 8th Street, 33199, Miami, FL, USA

    Debra VanderMeer

  3. University of Nevada Las Vegas, 4505 Maryland Parkway, 89154-6001, Las Vegas, NV, USA

    Marcus Rothenberger

  4. University of Tennessee Chattanooga, 615 McCallie Avenue, 37403, Chattanooga, TN, USA

    Ashish Gupta

  5. Virginia Commonwealth University, 301 W. Main Street, 23284-4000, Richmond, VA, USA

    Victoria Yoon

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Shrestha, A., Cater-Steel, A., Toleman, M., Tan, WG. (2014). Building a Software Tool for Transparent and Efficient Process Assessments in IT Service Management. In: Tremblay, M.C., VanderMeer, D., Rothenberger, M., Gupta, A., Yoon, V. (eds) Advancing the Impact of Design Science: Moving from Theory to Practice. DESRIST 2014. Lecture Notes in Computer Science, vol 8463. Springer, Cham. https://doi.org/10.1007/978-3-319-06701-8_16

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  • DOI: https://doi.org/10.1007/978-3-319-06701-8_16

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-06700-1

  • Online ISBN: 978-3-319-06701-8

  • eBook Packages: Computer ScienceComputer Science (R0)

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