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Interpretation and Reporting of Process Capability Results: Focus on Improvement

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Software Process Improvement and Capability Determination (SPICE 2018)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 918))

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Abstract

A global financial services company followed a software-mediated process assessment (SMPA) approach based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL®). Using an action research approach, the Incident Management, Problem Management, and Change Management processes were assessed at two points in time during an ITSM process improvement project. This paper analyzes the results of the process assessments, highlights issues with the interpretation of the results, and offers an alternative method to report process capability results to motivate process improvement. The study found that by using the proportion of SMPA recommendations as a proxy measure for process improvement, the processes did improve yielding fewer recommendations in cycle 2 when compared to cycle 1 of the action research.

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Authors and Affiliations

  1. School of Management and Enterprise, University of Southern Queensland, Toowoomba, Australia

    Suren Behari, Aileen Cater-Steel, Anup Shrestha & Jeffrey Soar

Authors
  1. Suren Behari
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  2. Aileen Cater-Steel
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  3. Anup Shrestha
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  4. Jeffrey Soar
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Corresponding author

Correspondence to Suren Behari .

Editor information

Editors and Affiliations

  1. Department of Informatics, Aristotle University of Thessaloniki, Thessaloniki, Greece

    Ioannis Stamelos

  2. School of Computing, Dublin City University, Dublin, Ireland

    Rory V. O'Connor

  3. Software Quality institute, Griffith University, Brisbane, QLD, Australia

    Terry Rout

  4. Impronova AB, Askim, Sweden

    Alec Dorling

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Behari, S., Cater-Steel, A., Shrestha, A., Soar, J. (2018). Interpretation and Reporting of Process Capability Results: Focus on Improvement. In: Stamelos, I., O'Connor, R., Rout, T., Dorling, A. (eds) Software Process Improvement and Capability Determination. SPICE 2018. Communications in Computer and Information Science, vol 918. Springer, Cham. https://doi.org/10.1007/978-3-030-00623-5_12

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  • DOI: https://doi.org/10.1007/978-3-030-00623-5_12

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-00622-8

  • Online ISBN: 978-3-030-00623-5

  • eBook Packages: Computer ScienceComputer Science (R0)

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