A Tool for IT Service Management Process Assessment for Process Improvement

被引：0
|
作者：
Shrestha, Anup [1 ]
Cater-Steel, Aileen [1 ]
Tan, Wui-Gee [1 ]
Toleman, Mark [1 ]
Rout, Terry [1 ]
机构：
[1] Univ So Queensland, Toowoomba, Qld 4350, Australia
来源：
PRODUCT-FOCUSED SOFTWARE PROCESS IMPROVEMENT | 2013年 / 7983卷
关键词：
ITSM process assessment tool; ISO/IEC; 20000; 15504; ITIL; Goal-Question-Metric approach; DESIGN SCIENCE;
D O I：
暂无
中图分类号：
TP31 [计算机软件];
学科分类号：
081202 ; 0835 ;
摘要：
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.
引用
收藏
页码：330 / 333
页数：4
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