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dc.contributor.convenorAndreas Jedlitschka, General Chair
dc.contributor.authorShrestha, Anup
dc.contributor.authorCater-Steel, Aileen
dc.contributor.authorTan, Wui-Gee
dc.contributor.authorToleman, Mark
dc.contributor.authorRout, Terry
dc.contributor.editorJens Heidrich, Markku Oivo, Andreas Jedlitschka, Maria Teresa Baldessare
dc.date.accessioned2017-05-03T11:02:38Z
dc.date.available2017-05-03T11:02:38Z
dc.date.issued2013
dc.date.modified2014-05-30T03:17:40Z
dc.identifier.refurihttps://profes2013.cs.ucy.ac.cy/
dc.identifier.doi10.1007/978-3-642-39259-7_27
dc.identifier.urihttp://hdl.handle.net/10072/59599
dc.description.abstractProcess 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.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.publisherSpringer
dc.publisher.placeGermany
dc.publisher.urihttps://profes2013.cs.ucy.ac.cy/
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofconferencenamePROFES 2013
dc.relation.ispartofconferencetitle14th International Conference of Product Focused Software Development and Process Improvement
dc.relation.ispartofdatefrom2013-06-12
dc.relation.ispartofdateto2013-06-14
dc.relation.ispartoflocationPaphos, Cyprus
dc.rights.retentionY
dc.subject.fieldofresearchInformation and computing sciences
dc.subject.fieldofresearchcode46
dc.titleA Tool for IT Service Management Process Assessment for Process Improvement
dc.typeConference output
dc.type.descriptionE1 - Conferences
dc.type.codeE - Conference Publications
gro.hasfulltextNo Full Text
gro.griffith.authorRout, Terry P.


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