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. © 2013 Springer-Verlag.
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Shrestha, A., Cater-Steel, A., Tan, W. G., Toleman, M., & Rout, T. (2013). A tool for IT service management process assessment for process improvement. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 7983 LNCS, pp. 330–333). https://doi.org/10.1007/978-3-642-39259-7_27
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