A Tool for IT Service Management Process Assessment for Process Improvement
Author(s)
Shrestha, Anup
Cater-Steel, Aileen
Tan, Wui-Gee
Toleman, Mark
Rout, Terry
Griffith University Author(s)
Year published
2013
Metadata
Show full item recordAbstract
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.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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Conference Title
14th International Conference of Product Focused Software Development and Process Improvement
Publisher URI
Subject
Information and computing sciences