A model to select processes for IT service management improvement

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A model to select processes for IT service management improvement

Shrestha, Anup, Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark 2012, A model to select processes for IT service management improvement, in ACIS 2012 : Location, location, location : Proceedings of the 23rd Australasian Conference on Information Systems 2012, ACIS, [Geelong, Vic.], pp. 1-10.

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shrestha-modeltoselect-2012.pdf			Published version		application/pdf	378.23KB	844

Title	A model to select processes for IT service management improvement
Author(s)	Shrestha, Anup Cater-Steel, Aileen Tan, Wui-Gee Toleman, Mark
Conference name	Australasian Conference on Information Systems (23rd : 2012 : Geelong, Victoria)
Conference location	Geelong, Victoria
Conference dates	3-5 Dec. 2012
Title of proceedings	ACIS 2012 : Location, location, location : Proceedings of the 23rd Australasian Conference on Information Systems 2012
Editor(s)	Lamp, John orcid.org/0000-0003-1891-0400
Publication date	2012
Conference series	Australasian Conference on Information Systems
Start page	1
End page	10
Total pages	10
Publisher	ACIS
Place of publication	[Geelong, Vic.]
Keyword(s)	IT service management process improvement selection ITSM process assessment ITIL design science research
Summary	IT organisations are continually seeking improvements in managing IT service management processes. The selection of relevant processes to improve is one of the most crucial initial decisions to make in service improvement projects. In this paper, we focus on developing a process selection decision model using service perception factors from the Service Quality (SERV-QUAL) model and business drivers from the Balanced Scorecard perspectives along with the main objective of service improvement as improvement driver. We use a Design Science Research method to develop the model and then a prototype from our proposed model. We establish an evaluation protocol to determine the effectiveness of the prototype which will be demonstrated in a case organisation. The main contribution of the paper is to provide evidence-based decision support for IT service providers to select the most relevant service processes to improve.
Notes	Reproduced with the kind permission of the copyright owner.
Language	eng
Field of Research	089999 Information and Computing Sciences not elsewhere classified
Socio Economic Objective	970108 Expanding Knowledge in the Information and Computing Sciences
Related work	DU:30049020
Copyright notice	©2012, The Authors/ACIS
Persistent URL	http://hdl.handle.net/10536/DRO/DU:30049087

Document type:	Conference Paper
Collections:	ACIS : Proceedings of the 23rd Australasian Conference on Information Systems 2012 Open Access Collection


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