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)


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.


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


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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

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