Skip to main content

ITSM ProcessGuide – A Process Guidance System for IT Service Management

  • Conference paper

Part of the Lecture Notes in Computer Science book series (LNISA,volume 9073)

Abstract

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.

Keywords

  • Process guidance
  • Longitudinal study
  • Organizational evaluation

This is a preview of subscription content, access via your institution.

Buying options

Chapter
USD   29.95
Price excludes VAT (USA)
  • DOI: 10.1007/978-3-319-18714-3_32
  • Chapter length: 5 pages
  • Instant PDF download
  • Readable on all devices
  • Own it forever
  • Exclusive offer for individuals only
  • Tax calculation will be finalised during checkout
eBook
USD   79.99
Price excludes VAT (USA)
  • ISBN: 978-3-319-18714-3
  • Instant PDF download
  • Readable on all devices
  • Own it forever
  • Exclusive offer for individuals only
  • Tax calculation will be finalised during checkout
Softcover Book
USD   99.99
Price excludes VAT (USA)

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. Tan, W.-G., Cater-Steel, A., Toleman, M.: Implementing IT service management: a case study focussing on critical success factors. Journal of Computer Information Systems 50, 1–12 (2009)

    Google Scholar 

  2. Morana, S., Schacht, S., Scherp, A., Maedche, A.: Designing a Process Guidance System to Support User’s Business Process Compliance. In: ICIS 2014 Proceedings (2014)

    Google Scholar 

  3. Silver, M.: Decisional Guidance. Broadening the Scope. Advances in Management Information Systems 6, 90–119 (2006)

    Google Scholar 

  4. Gregor, S., Benbasat, I.: Explanations from Intelligent Systems: Theoretical Foundations and Implications for Practice. MIS Quarterly 23, 497–530 (1999)

    CrossRef  Google Scholar 

  5. Todd, P., Benbasat, I.: An Experimental Investigation of the Impact of Computer Based Decision Aids on Decision Making Strategies. Information Systems Research 2, 87–115 (1991)

    CrossRef  Google Scholar 

  6. Kuechler, B., Vaishnavi, V.: On theory development in design science research: anatomy of a research project. Eur. J. Inf. Syst. 17, 489–504 (2008)

    CrossRef  Google Scholar 

  7. Peffers, K., Rothenberger, M., Tuunanen, T., Vaezi, R.: Design Science Research Evaluation. In: Hutchison, D., et al. (eds.) Design Science Research in Information Systems. LNCS, vol. 7286, pp. 398–410. Springer, Heidelberg (2012)

    Google Scholar 

  8. Gregor, S.: The nature of theory in information systems. MIS Q 30, 611–642 (2006)

    Google Scholar 

Download references

Author information

Authors and Affiliations

Authors

Corresponding author

Correspondence to Stefan Morana .

Editor information

Editors and Affiliations

Rights and permissions

Reprints and Permissions

Copyright information

© 2015 Springer International Publishing Switzerland

About this paper

Cite this paper

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. https://doi.org/10.1007/978-3-319-18714-3_32

Download citation

  • DOI: https://doi.org/10.1007/978-3-319-18714-3_32

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-18713-6

  • Online ISBN: 978-3-319-18714-3

  • eBook Packages: Computer ScienceComputer Science (R0)