A Tool for IT Service Management Process Assessment for Process Improvement
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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.
14th International Conference of Product Focused Software Development and Process Improvement