ITSM ProcessGuide – A Process Guidance System for IT Service Management

  • Stefan Morana
  • Timo Gerards
  • Alexander Mädche
Part of the Lecture Notes in Computer Science book series (LNCS, volume 9073)


Process Guidance aims at increasing the process model understanding and effective and efficient process execution. In this paper we present the context, design, implementation, and ongoing evaluation of a Process Guidance System instantiation in an organizational setting. The system is used to support the IT Service Management processes within the case company. It is used productively in the case company of this research and this article describes how the system’s features are designed for the evaluation.


Process guidance Longitudinal study Organizational evaluation 


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Copyright information

© Springer International Publishing Switzerland 2015

Authors and Affiliations

  • Stefan Morana
    • 1
  • Timo Gerards
    • 1
  • Alexander Mädche
    • 1
    • 2
  1. 1.Chair of Information Systems IVUniversity of MannheimMannheimGermany
  2. 2.Institute for Enterprise SystemsUniversity of MannheimMannheimGermany

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