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ITSM ProcessGuide – A Process Guidance System for IT Service Management

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Part of the Lecture Notes in Computer Science book series (LNISA,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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Correspondence to Stefan Morana .

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© 2015 Springer International Publishing Switzerland

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Morana, S., Gerards, T., Mädche, A. (2015). ITSM ProcessGuide – A Process Guidance System for IT Service Management. In: Donnellan, B., Helfert, M., Kenneally, J., VanderMeer, D., Rothenberger, M., Winter, R. (eds) New Horizons in Design Science: Broadening the Research Agenda. DESRIST 2015. Lecture Notes in Computer Science(), vol 9073. Springer, Cham.

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-18713-6

  • Online ISBN: 978-3-319-18714-3

  • eBook Packages: Computer ScienceComputer Science (R0)