IT Service Management Process Improvement based on ISO/IEC 15504: A systematic review

Mesquida, Antoni Lluís; Mas, Antònia; Amengual, Esperança; Villalón, José Antonio Calvo-Manzano

doi:10.1016/j.infsof.2011.11.002

Cited by 78 publications

(35 citation statements)

References 6 publications

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“…In the evaluation process, the respondent describes his/her degree of satisfaction for each item using a non-comparative itemized rating scale ranging from 0 (very dissatisfied) to 10 (very satisfied). According to Parasuraman et al (2004) an itemized rating scale is easier to respond to and more meaningful from the respondent's perspective. The option '(N/A) -not applicable' can be used by the respondent if the item is not relevant to him/her.…”

Section: Modelling the Problemmentioning

confidence: 99%

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Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use

Freitas

Neto

2017

Prod.

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Despite the advances in the evaluation of the quality of Software-as-a-Service (SaaS), new studies seem to be necessary, since the existing criticisms concerning the SERVQUAL scale and the lack of studies concerning the use of SERVPERF for this purpose. This work aims to fulfil this gap by proposing a methodological approach to assess the SaaS service quality by measuring SaaS customers' satisfaction. Factor analysis is used to summarize the information contained in the original items into a smaller set of new dimensions and Quartile analysis is suggested to determine the most critical items. By conducting a study, the factors that most influence customer's satisfaction are customer service, customer assistance and the reliability of SaaS. Most of the critical items are associated with the transparency and accuracy in correcting errors, the company's interest in solving customer problems, SaaS application's ability to meet business requirements, implemented updates and regularity of service performance.

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Section: Modelling the Problemmentioning

confidence: 99%

“…Nowadays, clients not only demand quality products obtained from mature processes, but they also require quality in the services they receive (Mesquida et al, 2012). According to these authors, while IT organizations have been deploying their software development processes, there has been an on-going demand for better IT services.…”

Section: Introductionmentioning

confidence: 99%

Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use

Freitas

Neto

2017

Prod.

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“…Moreover, technical skills of the staff are improved and the use of technology may be maximized. When the productivity and efficiency of development activities are improved, the organization can develop, maintain and deliver high quality products, meeting business objectives and obtaining a higher customer satisfaction (Mesquida, Mas, Amengual, & Calvo-Manzano, 2012).…”

Section: Ad-ministermentioning

confidence: 99%

Project maturity evaluation model for SMEs from the software development sub-sector

2016

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RESUMENEl propósito de este artículo es presentar una propuesta de diagnóstico de la gestión de proyectos para pymes dedicadas al desarrollo de software. El modelo se fundamenta en el modelo de madurez de capacidades (CMMI-DEV) y el método de evaluación SCAMPI (por sus siglas en inglés). La propuesta considera una escala cuantitativa de satisfacción, valoración redundante de evidencias y criterios múl-tiples de selección de expertos. La propuesta fue probada con un caso de estudio en el que se evaluó la madurez en gestión de proyectos en una mediana empresa del sector de tecnologías de información y comunicaciones. El modelo concluyó que la compañía no alcanza el nivel 2 de madurez, pero se logró identificar que la organización ya tiene implementados el 92% de los procesos de ese nivel y el 77% del total de los procesos, lo que permite que la organización oriente sus esfuerzos de mejoramiento. PALABRAS CLAVECMMI; desarrollo de software; gestión de proyectos; modelos de madurez; SCAMPI. ABSTRACTThe purpose of the paper is to present a project management maturity model for SMEs oriented to software development. The proposal is based on CMMI capability maturity model, and the SCAMPI evaluation method. The proposal includes a quantitative satisfaction scale, redundant evidence assessment, and multiple criteria for selecting experts. The proposal was validated with a case study carried out in a medium-sized company from the Information and Communications Technology sector. The model concluded that the company did not reach maturity level 2; however it showed that 92% of the processes from maturity level 2 and 77% of the total process had already been implemented, which allows the company to adopt a specific orientation for its improvement efforts.

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“…The application of the standard in ITSM is relatively new [5]. An exemplar process assessment model for ITSM has been published as a part of the international standard for process assessment [6].…”

Section: Introductionmentioning

confidence: 99%

Evaluation of Software Mediated Process Assessments for IT Service Management

Shrestha

Cater-Steel

Toleman

et al. 2015

Communications in Computer and Information Science

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Abstract. IT service organisations are cognisant that continual service improvement can be achieved by conducting regular process assessments. However, such assessments are expensive and so we have developed a Decision Support System (DSS) tool which uses the international standard for process assessment ISO/IEC 15504 to offer a transparent and efficient approach. This paper provides evidence of evaluation of this software-mediated process assessment (SMPA) approach which was based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL®). In a usability evaluation of the online tool, participants reported largely positive experiences finding the online survey easy to use trustworthy, comfortable, generally effective, and more transparent and less costly to implement than a manual assessment. However, to engage in process improvement, human judgment, and possibly expert assessment facilitators are necessary for assessment validation and improvement, that is, a fully automated online survey that is strictly standard-based is not very useful. Further clarification of the survey questions with relevant examples, clearer answer options and having more visible goal statements on every question page were suggested.

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IT Service Management Process Improvement based on ISO/IEC 15504: A systematic review

Cited by 78 publications

References 6 publications

Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use

Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use

Project maturity evaluation model for SMEs from the software development sub-sector

Evaluation of Software Mediated Process Assessments for IT Service Management

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