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UNIVERSITY OF SOUTHERN QUEENSLAND DEVELOPMENT AND EVALUATION OF A SOFTWARE- MEDIATED PROCESS ASSESSMENT APPROACH IN IT SERVICE MANAGEMENT A Thesis submitted by Anup Shrestha MIT (USQ), BCIS (Pokhara University) For the award of Doctor of Philosophy School of Management & Enterprise Faculty of Business, Education, Law & Arts 2015 Abstract To operate in a highly competitive business environment, organisations require the support of continually improving IT services. The dominant academic literature on IT Service Management (ITSM) focuses on the measurement of the outcome of ITSM implementation. Consequently, there is limited research on the measurement of ITSM processes. The ITSM industry has defined a number of processes as best practices in the IT Infrastructure Library (ITIL ®) framework and the international standard for ITSM, ISO/IEC 20000. However, there is a lack of a transparent and efficient process assessment method to improve ITSM processes. This research aims to address the dual problems of the lack of transparency and the need for efficiency in ITSM process assessment. Using the design science research methodology, an iterative design process was followed to develop a research artefact in the form of a method: the Software-Mediated Process Assessment (SMPA) approach that enables researchers and practitioners to assess the ITSM processes in a transparent and efficient way. The four phases in the SMPA approach include preparation for the assessment; online survey to collect assessment data; measurement of process capability; and reporting of process improvement recommendations. The international standard for process assessment ISO/IEC 15504 and associated assessment models provided support for a transparent method. A Decision Support System (DSS) was implemented to demonstrate efficient use of the SMPA approach. Using a theoretically-grounded fit profile based on the Task-Technology Fit theory, the international standards and DSS technology were implemented in the SMPA approach to address the research problem. The DSS platform was provided by an industry partner Assessment Portal Pty Ltd. that specialises in online assessment services. Two case study organisations provided test sites for the evaluation of the SMPA approach. The two organisations are the Queensland Government’s primary IT service provider, CITEC and the IT service department of an Australian local government authority, Toowoomba Regional Council. Using the quality models from the international standard for software quality evaluation ISO/IEC 25010, the usability and i outcomes of the SMPA approach were evaluated. Evidence from the case study evaluations indicated that the SMPA approach is usable for ITSM process assessment in order to support decision-making on process improvements. Further discussions of the research findings provided design knowledge that included the emergence of the concept of virtualisability in ITSM process assessments and a proposal of a hybrid ITSM process assessment method. Moreover, iterations of self-assessments of ITSM processes using the SMPA approach may facilitate continual service improvement. Based on the design knowledge obtained, the contributions of this research to theory and practice were articulated. The SMPA approach extends prior guidelines on ITSM process assessment by providing a fine-grained method to assess ITSM processes. The SMPA approach clarifies the impact of software mediation to support transparency and efficiency in the way process assessments are conducted. This research also demonstrates how the SMPA approach is applied in practice by enabling IT organisations to self-assess the capability of their ITSM processes. Upon reflection, the design science research method was found to be highly suitable to develop an artefact to solve a research problem and to evaluate the practical utility of the artefact. The SMPA approach is a research artefact that is implemented as a DSS; hence it is readily accessible to practitioners. The focus on practical utility provides researchers with results that are more readily endorsed, thus maximising the impact of the research findings in practice. ii Certification of Thesis I certify that the ideas, results, analysis, and conclusion reported in this dissertation are entirely my own effort, except where otherwise acknowledged. I also certify that the work is original and has not been previously submitted for any other award. To the best of my belief, the thesis contains no material previously published or written by another person, except where due reference is made in the thesis itself. ------------------------------------------------- -------------------------- Anup Shrestha Endorsement ------------------------------------------------- -------------------------- Professor Aileen Cater-Steel Principal Supervisor ------------------------------------------------- -------------------------- Professor Mark Toleman Associate Supervisor ------------------------------------------------- -------------------------- Dr. Wui-Gee Tan Associate Supervisor iii Candidate's Publication List During the course of this research, a number of research and industry papers were published. The publication list follows next. JOURNAL PUBLICATIONS IJASM Jäntti, M, Shrestha, A & Cater-Steel, A 2012, ‘Towards an Improved IT Service Desk System and Processes: A Case Study’, International Journal on Advances in Systems and Measurements, vol. 5, no. 3 and 4, pp. 203 -15. JITTA Shrestha, A , Cater-Steel, A, Tan, W-G & Toleman, M 2015, ‘A Method to Select IT Service Management Processes for Improvement’, Journal of Information Technology Theory and Application, vol. 15, no. 3, pp. 31 -56. IJIDS (in press) Cater-Steel, A, Valverde, R, Shrestha, A & Toleman, M (in press), ‘Decision Support Systems for IT Service Management’, International Journal of Information and Decision Sciences, Special issue on Group -based Decision and Knowledge Support Systems for Serv ice Systems. CONFERENCE PROCEEDINGS ACIS 2012 Shrestha, A , Cater-Steel, A, Tan, W-G & Toleman, M 2012, Conference ‘A Model to Select Processes for IT Service Management Proceedings Improvement ’. Proceedings of the 23rd Australasian Conference on Informa tion Systems, Geelong, V IC, Australia. ACIS 2014 Shrestha, A , Cater-Steel, A & Toleman, M 2014, ‘How to Conference Communicate Evaluation Work in Design Science Research? Proceedings An Exemplar Case Study ’. Proceedings of the 25th Australasian Conference on Information Systems, Auckland, New Zealand. DESRIST 2013 Shrestha, A , Cater-Steel, A, Tan, W-G & Toleman, M 2013, Conference ‘A Decision Support Tool to Define Scope in IT Service Proceedings Management Pro cess Assessment and Improvement’ , in Design Science at the Intersection of Physical and Virtual Design, Springer -Verlag, Berlin, vol. 7939, pp. 308-23. DESRIST 2014 Shrestha, A , Cater-Steel, A, Toleman, M & Tan, W-G 2014, Conference ‘Building a Software Too l for Transparent and Efficient Proceedings Process Assessments in IT Service Management ’, in Advancing the Impact of Design Science: Moving from Theory to Practice, Springer, pp. 241-56. iv ECIS 2014 Shrestha, A , Cater-Steel, A, Tan, W-G & Toleman, M 2014, Conference ‘Software -mediated Process Assessment for IT Service Proceedings Capability Management ’. Proceedings of the 22 nd European Conference on Information Systems (ECIS 2014), Tel Aviv, Israel. EMS 2014 Valverde, R, Cater-Steel, A, Shrestha, A & Toleman, M 2014, Conference ‘Smart Tools for IT Service Management: A Review of Two Proceedings Decision Support System Projects ’. Proceedings of the 4th International Conference on Engaged Management Scholarship, Tulsa, OK, USA. PROFES 2013 Shrestha, A , Cater-Steel, A, Tan, W-G, Toleman, M & Rout, Conference T 2013, ‘A Tool for IT Service Management Process Proceedings Ass essment for Process Improvement’ , in Product-Focused Software Process Improvement, Springer, pp. 330 -3. SPICE 2013 Cater-Steel, A, Tan, W-G, Toleman, M, Rout, T & Shrestha, Conference A 2013, ‘Software-mediated Process Assessment in IT Service Proceedings Management ’, in Software Process Improvement and Capability Determination, Springer, pp. 188 -98. SPICE 2014 Shrestha, A , Cater-Steel, A, Toleman, M & Rout, T 2014, Conference ‘Towards Transparent and Efficient Process Assessments for Proceedings IT Service Management’ , in Software Process Improvement and Capability Determination, Springer International Publishing, pp. 165 -76. SPICE 2015 Shrestha, A , Cater-Steel, A, Toleman, M & Rout, T 2015, Conference ‘Evaluation of Software Mediated Process Proceedings Assessments for IT Service Management, in Software Process Improvement and Capability Determination, Springer International P ublishing, pp. 72-84. INDUSTRY PUBLICATIONS & PRESENTATIONS itSMF Bulletin Shrestha, A , Collins, P & Cater-Steel, A 2013, ‘ITSM Process Assessme nts using ISO/IEC 15504 for CSI’ , Informed Intelligence: itSMF Australia Bulletin, pp. 10 -1. itSMF Shrestha, A , Cater-Steel, A & Kennedy, G 2013, ‘Do you Queensland want to d rive CSI? Harness ISO/IEC 15504’ , itSMF QLD Seminar Seminar, Brisbane, Australia. itSMF National Shrestha, A & Kennedy, G 2014, ‘Consistent! Transparent! Conference D.I.Y. ITSM Process Assessment Approach’, itSMF LEADit conference, 13-15 August, Melbourne, Australia. v Acknowledgements There are a number of people without whom this thesis might not have been written, and to whom I am greatly indebted. Firstly, I would like to thank the Australian Research Council for funding this research project.
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