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dc.contributor.convenorAlec Dorling
dc.contributor.authorShrestha, Anup
dc.contributor.authorCater-Steel, Aileen
dc.contributor.authorToleman, Mark
dc.contributor.authorRout, Terry
dc.contributor.editorAntanas Mitasiunas, Terry Rout, Rory O'Connor, Alec Dorling
dc.date.accessioned2017-05-03T11:02:39Z
dc.date.available2017-05-03T11:02:39Z
dc.date.issued2014
dc.identifier.refurihttp://www.spiceconference.com
dc.identifier.doi10.1007/978-3-319-13036-1_15
dc.identifier.urihttp://hdl.handle.net/10072/67871
dc.description.abstractIT service organisations recognise the value of conducting regular process assessments for continual service improvement. However lack of transparency and substantial costs deter industry adoption. We propose that the use of the international standard for process assessment ISO/IEC 15504 offers a transparent approach to address this challenge. Moreover, efficiency can be realized by a Decision Support System (DSS) tool to automate data collection and process capability calculations. This paper details a Design Science Research project to develop a software-mediated process assessment (SMPA) approach based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL We discuss the architecture of the SMPA approach and the role of ISO/IEC 15504 in the approach. This work contributes to practice as it may help IT managers to self-assess their processes using a standard model. The SMPA approach can also support assessors who perform formal assessments.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.publisherSpringer
dc.publisher.placeHeidelberg
dc.publisher.urihttps://www.springer.com/gp
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofconferencenameSPICE 2014
dc.relation.ispartofconferencetitleSoftware Process Improvement and Capability Determination 14th International Conference, SPICE 2014 Vilnius, Lithuania, November 4-6, 2014 Proceedings
dc.relation.ispartofdatefrom2014-11-04
dc.relation.ispartofdateto2014-11-06
dc.relation.ispartoflocationVilnius, Lithuania
dc.rights.retentionY
dc.subject.fieldofresearchSoftware Engineering
dc.subject.fieldofresearchcode080309
dc.titleTowards transparent and efficient process assessments for IT service management
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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