Abstract
Process assessments can improve IT service management (ITSM) processes but the assessment method is not always transparent. This paper outlines a project to develop a software-mediated process assessment tool to enable transparent and objective ITSM process assessment. Using the international standards for ITSM and process assessment, the tool is being developed following the goal-question-metric (GQM) approach in collaboration with academics, standards committee members and ITSM practitioners.
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Shrestha, A., Cater-Steel, A., Tan, WG., Toleman, M., Rout, T. (2013). A Tool for IT Service Management Process Assessment for Process Improvement. In: Heidrich, J., Oivo, M., Jedlitschka, A., Baldassarre, M.T. (eds) Product-Focused Software Process Improvement. PROFES 2013. Lecture Notes in Computer Science, vol 7983. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-39259-7_27
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DOI: https://doi.org/10.1007/978-3-642-39259-7_27
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-39258-0
Online ISBN: 978-3-642-39259-7
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