• myGriffith
    • Staff portal
    • Contact Us⌄
      • Future student enquiries 1800 677 728
      • Current student enquiries 1800 154 055
      • International enquiries +61 7 3735 6425
      • General enquiries 07 3735 7111
      • Online enquiries
      • Staff phonebook
    View Item 
    •   Home
    • Griffith Research Online
    • Conference outputs
    • View Item
    • Home
    • Griffith Research Online
    • Conference outputs
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Browse

  • All of Griffith Research Online
    • Communities & Collections
    • Authors
    • By Issue Date
    • Titles
  • This Collection
    • Authors
    • By Issue Date
    • Titles
  • Statistics

  • Most Popular Items
  • Statistics by Country
  • Most Popular Authors
  • Support

  • Contact us
  • FAQs
  • Admin login

  • Login
  • Evaluation of Software Mediated Process Assessments for IT Service Management

    Thumbnail
    View/Open
    ShresthaPUB859.pdf (413.4Kb)
    Author
    Shrestha, Anup
    Cater-Steel, Aileen
    Toleman, Mark
    Rout, Terry
    Year published
    2015
    Metadata
    Show full item record
    Abstract
    IT service organisations are cognisant that continual service improvement can be achieved by conducting regular process assessments. However, such assessments are expensive and so we have developed a Decision Support System (DSS) tool which uses the international standard for process assessment ISO/IEC 15504 to offer a transparent and efficient approach. This paper provides evidence of evaluation of this software-mediated process assessment (SMPA) approach which was based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL®). In a usability evaluation of the online tool, participants reported largely ...
    View more >
    IT service organisations are cognisant that continual service improvement can be achieved by conducting regular process assessments. However, such assessments are expensive and so we have developed a Decision Support System (DSS) tool which uses the international standard for process assessment ISO/IEC 15504 to offer a transparent and efficient approach. This paper provides evidence of evaluation of this software-mediated process assessment (SMPA) approach which was based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL®). In a usability evaluation of the online tool, participants reported largely positive experiences finding the online survey easy to use trustworthy, comfortable, generally effective, and more transparent and less costly to implement than a manual assessment. However, to engage in process improvement, human judgment, and possibly expert assessment facilitators are necessary for assessment validation and improvement, that is, a fully automated online survey that is strictly standard-based is not very useful. Further clarification of the survey questions with relevant examples, clearer answer options and having more visible goal statements on every question page were suggested.
    View less >
    Conference Title
    Proceedings of the 15th International Conference on Software Process Improvement and Capability Determination (SPICE 2015)
    DOI
    https://doi.org/10.1007/978-3-319-19860-6_7
    Copyright Statement
    © 2015 Springer Berlin/Heidelberg. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. The original publication is available at www.springerlink.com
    Subject
    Computer Software not elsewhere classified
    Publication URI
    http://hdl.handle.net/10072/125284
    Collection
    • Conference outputs

    Footer

    Social media

    • Facebook
    • Twitter
    • YouTube
    • Instagram
    • Linkedin
    First peoples of Australia
    • Aboriginal
    • Torres Strait Islander

    Disclaimer

    • Privacy policy
    • Copyright matters
    • CRICOS Provider - 00233E

    Tagline

    • Gold Coast
    • Logan
    • Brisbane
    • Australia