Advertisement

Software-Mediated Process Assessment in IT Service Management

  • Aileen Cater-Steel
  • Wui-Gee Tan
  • Mark Toleman
  • Terry Rout
  • Anup Shrestha
Part of the Communications in Computer and Information Science book series (CCIS, volume 349)

Abstract

Continual service improvement is a crucial aspect of IT service management as it enables organisations to enhance the relevance and responsiveness of their IT services providing outcomes in productivity and competitiveness. This paper describes a research project that is aimed at developing an international standards-based software-mediated process assessment tool to facilitate continual service improvement in IT service management. The project will also evaluate the effectiveness of the tool by implementing it in two large Australian public sector organisations and validating the results against traditional process assessment methods. The significance of the research is that the tool will enable organisations to self-assess and improve their current IT service processes as well as transitioning international standards to industry.

Keywords

Software-mediated process assessment IT service management Continual service improvement ISO/IEC 15504 ISO/IEC 20000 

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. 1.
    Clacy, B., Jennings, B.: Service Management: Driving the Future of IT. Computer 40(5), 98–100 (2007)CrossRefGoogle Scholar
  2. 2.
    Barafort, B., Di Renzo, B., Merlan, O.: Benefits Resulting from the Combined Use of ISO/IEC 15504 with the Information Technology Infrastructure Library (ITIL). In: Oivo, M., Komi-Sirviö, S. (eds.) PROFES 2002. LNCS, vol. 2559, pp. 314–325. Springer, Heidelberg (2002)CrossRefGoogle Scholar
  3. 3.
    Galup, S., Dattero, R., Quan, J., Conger, S.: An Overview of IT Service Management. Communications of the ACM 52(5), 124–127 (2009)CrossRefGoogle Scholar
  4. 4.
    Hochstein, A., Zarnekow, R., Brenner, W.: ITIL as common practice reference model for IT service management: formal assessment and implications for practice. In: IEEE International Conference on e-Technology, e-Commerce and e-Service, Hong Kong (2005)Google Scholar
  5. 5.
    Hochstein, A., Tamm, G., Brenner, W.: Service-Oriented IT Management: Benefit, Cost and Success Factors. In: Bartmann, D., et al. (eds.) 15th European Conference on Information Systems, Regensburg, Germany (2005)Google Scholar
  6. 6.
    Potgieter, B.C., Botha, J.H., Lew, C.: Evidence that use of the ITIL framework is effective. In: 18th Annual Conference of the National Advisory Committee on Computing Qualifications, Tauranga, NZ (2005)Google Scholar
  7. 7.
    Cater-Steel, A.P., McBride, N.: IT Service Management Improvement – an Actor Network Perspective. In: European Conference on Information Systems, St. Gallen, Switzerland (2007)Google Scholar
  8. 8.
    Tan, W., Cater-Steel, A.P., Toleman, M.: Implementing IT service management: a case study focussing on critical success factors. Journal of Computer Information Systems (JCIS) 50(2), 1–12 (2009)Google Scholar
  9. 9.
    Cater-Steel, A.P., Toleman, M., Tan, W.: Transforming IT service management - the ITIL impact. In: 17th Australasian Conference on Information Systems, Adelaide (2006)Google Scholar
  10. 10.
    ISO/IEC, ISO/IEC 20000:2011 Information technology - Service management - Part 1: Specification (2011)Google Scholar
  11. 11.
    OGC, ITIL Continual Service Improvement. TSO for the Office of Government Commerce, London (2011)Google Scholar
  12. 12.
    Macredie, R.D., Mijinyawa, K.: A theory-grounded framework of Open Source Software adoption in SMEs. European Journal of Information Systems 20 (2011)Google Scholar
  13. 13.
    Harkness, W.L., Kettinger, W.J., Segars, A.H.: Sustaining Process Improvement and Innovation in the Information Services Function: Lessons Learned at the Bose Corporation. MIS Quarterly 20(3), 349–368 (1996)CrossRefGoogle Scholar
  14. 14.
    Keating, E., Oliva, R., Repenning, N., Rockart, S., Sterman, J.: Overcoming the Improvement Paradox. European Management Journal 17(2), 120–134 (1999)CrossRefGoogle Scholar
  15. 15.
    ISO/IEC, ISO/IEC 15504.1:2005 Information technology - Process assessment - Concepts and vocabulary, ISO/IEC JTC 1/SC 7/WG10 (2005)Google Scholar
  16. 16.
    Di Renzo, B., Barafort, B., Lejeune, V., Prime, S., Simon, J.M.: ITIL based service management measurement and ISO/IEC 15504 process assessment: A win-win opportunity. In: SPICE 2005 Conference, Klagenfurt, Austria (2005)Google Scholar
  17. 17.
    Rout, T.P.: ISO/IEC 15504 - Evolution to an international standard. Software Process: Improvement and Practice 8(1), 27–40 (2003)CrossRefGoogle Scholar
  18. 18.
    van Loon, H.: Process Assessment and ISO/IEC 15504: A Reference Book, 2nd edn. Springer, New York (2007)Google Scholar
  19. 19.
    Coletta, A.: An Industrial Eperience in Asessing the Capability of Non-software Processes Using ISO/IEC 15504. Software Process: Improvement and Practice 12(4), 315–319 (2007)MathSciNetCrossRefGoogle Scholar
  20. 20.
    ISO/IEC, ISO/IEC 15504.2:2004 Information technology - Process assessment - Performing an assessment, ISO/IEC JTC 1/SC 7/WG10 (2004)Google Scholar
  21. 21.
    Barafort, B., Jezek, D., Mäkinen, T., Stolfa, S., Varkoi, T., Vondrak, I.: Modeling and Assessment in IT Service Process Improvement. In: O’Connor, R.V., Baddoo, N., Smolander, K., Messnarz, R. (eds.) EuroSPI 2008. CCIS, vol. 16, pp. 117–128. Springer, Heidelberg (2008)Google Scholar
  22. 22.
    Nehfort, A.: SPICE Assessments for IT Service Management according to ISO/IEC 20000-1. In: International SPICE 2007 Conference, Frankfurt, Germany (2007)Google Scholar
  23. 23.
    Hilbert, R., Renault, A.: Assessing IT Service Management Processes with AIDA – Experience Feedback. In: Proceedings of the 14th European Conference for Software Process Improvement (EuroSpi), Potsdam, Germany (2007)Google Scholar
  24. 24.
    ISO/IEC, ISO/IEC TR 20000-4:2010 Information technology - Service management - Part 4: Process reference model (2010)Google Scholar
  25. 25.
    Mesquida, A., Mas, A., Amengual, E., Calvo-Manzano, J.: IT service management process improvement based on ISO/IEC 15504: A systematic review. Information and Software Technology 54(3), 239–247 (2012)CrossRefGoogle Scholar
  26. 26.
  27. 27.
  28. 28.
    Lai, V.S., Mahapatra, R.: Exploring the Research in Information Technology Implementation. Information and Management 32, 187–201 (1997)CrossRefGoogle Scholar
  29. 29.
    Barafort, B., Humbert, J., Poggi, S.: Information security management and ISO/IEC 15504: the link opportunity between security and quality (2005)Google Scholar
  30. 30.
    Deare, S.: Quality IT service comes at a price. In: ZDNet Australia (2006)Google Scholar
  31. 31.
    Fayad, M.E., Laitinen, M.: Process Assessment Considered Wasteful. Communications of the ACM 40(11), 125–128 (1997)CrossRefGoogle Scholar
  32. 32.
    Gershon, P.: Review of the Australian Government’s use of Information and Communication Technology, Commonwealth of Australia (2008)Google Scholar
  33. 33.
    Vaishnavi, V., Kuechler, W.: Design Science Research Methods and Patterns: Innovating Information and Communication Technology. Auerbach Publications (2008)Google Scholar
  34. 34.
    Hevner, A.R., March, S.T., Park, J., Ram, S.: Design Science in Information SYstems Research. MIS Quarterly 28(1), 75–106 (2004)Google Scholar
  35. 35.
    Hevner, A.R.: Design Research: Rigorous and Relevant. In: ECIS, St. Gallen (2007)Google Scholar
  36. 36.
    Peffers, K., Tuunanen, T., Rothenberger, M., Chatterjee, S.: A design science research methodology for information systems research. Journal of Management Information Systems 24(3), 45–77 (2008)CrossRefGoogle Scholar
  37. 37.
    Gregor, S., Jones, D.: The anatomy of a design theory. Journal of the Association for Information Systems 8(5), 312–335 (2007)Google Scholar
  38. 38.
    Shrestha, A., Cater-Steel, A.P., Tan, W.-G., Toleman, M.: A model to select processes for IT service management improvement. In: 23rd Australasian Conference on Information Systems 2012, Geelong, Australia (2012)Google Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  • Aileen Cater-Steel
    • 1
  • Wui-Gee Tan
    • 1
  • Mark Toleman
    • 1
  • Terry Rout
    • 1
  • Anup Shrestha
    • 1
  1. 1.School of Information SystemsUniversity of Southern QueenslandToowoombaAustralia

Personalised recommendations