PROFES 2013: Product-Focused Software Process Improvement pp 330-333 | Cite as
A Tool for IT Service Management Process Assessment for Process Improvement
Conference paper
Abstract
Process 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.
Keywords
ITSM process assessment tool ISO/IEC 20000 ISO/IEC 15504 ITIL Goal-Question-Metric approachPreview
Unable to display preview. Download preview PDF.
References
- 1.ISO/IEC, ISO/IEC 20000-1:2011 – Information technology – Service management – Part 1: Service management system requirements 2011, International Organization for Standardization, Geneva, Switzerland (2011) Google Scholar
- 2.Barafort, B., Betry, V., Cortina, S., Picard, M., St-Jean, M., Renault, A., Valdès, O.: ITSM Process Assessment Supporting ITIL. Van Haren Publishing, Zaltbommel (2009); P.R.C.H. Tudor (ed.)Google Scholar
- 3.Fayad, M.E., Laitnen, M.: Process Assessment Considered Wasteful. Communications of the ACM 40(11), 125–128 (1997)CrossRefGoogle Scholar
- 4.ISO/IEC, ISO/IEC 15504-2:2004 – Information Technology – Process Assessment– Part 2: Performing an Assessment 2004, International Organization for Standardization, Geneva, Switzerland (2004) Google Scholar
- 5.CMMI, CMMI® for Services, Version 1.3 2010. Software Engineering Institute, Carnegie Mellon University, MA, USA (2010) Google Scholar
- 6.MacDonald, I.: ITIL Process Assessment Framework 2010. The Co-operative Financial Services, Manchester (2010)Google Scholar
- 7.Basili, V.R., Caldiera, G., Rombach, H.D., van Solingen, R.: Goal Question Metric (GQM) Approach. In: Marciniak, J. (ed.) Encyclopedia of Software Engineering, vol. 1, pp. 578–583 (2002)Google Scholar
- 8.Hevner, A.R., March, S.T., Park, J., Ram, S.: Design Science in Information Systems Research. MIS Quarterly 28(1), 75–105 (2004)Google Scholar
- 9.Peffers, K., Tuunanen, T., Rothenberger, M.A., Chatterjee, S.: A Design Science Research Methodology for Information Systems Research. Journal of Management Information Systems 24(3), 45–77 (2007)CrossRefGoogle Scholar
- 10.ISO/IEC, ISO/IEC TS 15504-8 Information technology - Process assessment - Part 8: An exemplar process assessment model for IT service management 2012, International Organization for Standardization, Geneva, Switzerland (2012)Google Scholar
Copyright information
© Springer-Verlag Berlin Heidelberg 2013