在IT服务管理中虚拟化流程评估以促进持续的服务改进
Virtualising Process Assessments to Facilitate Continual Service Improvement in IT Service Management
摘要：
IT服务管理（ITSM）行业已将流程定义为广泛接受的IT基础架构库（ITIL）框架中的最佳实践。然而，ITSM过程改进的测量研究还很缺乏。我们的研究解决了ITSM过程评估缺乏透明度和需要效率的双重问题。使用设计科学研究方法论，我们开发了一个软件介导的过程评估（SMPA）的方法，使ITSM过程的评估。SMPA方法包括过程选择、收集评估数据的在线调查、过程能力的测量和过程改进建议的报告。我们实施了一个决策支持系统（DSS），以自动化SMPA方法，并在两个IT服务提供商进行了评估。评价表明，SMPA方法支持关于流程改进的决策。调查结果提供了设计知识的虚拟化ITSM流程评估，以及如何这可能有助于持续的服务改进。
英文摘要：
The IT Service Management (ITSM) industry has defined processes as best practices in the widely-accepted IT Infrastructure Library (ITIL) framework. However, studies on the measurement of ITSM process improvement are scant. Our research addressed the dual problems of the lack of transparency and the need for efficiency in ITSM process assessment. Using the Design Science Research methodology, we developed a Software-mediated Process Assessment (SMPA) approach that enables assessment of ITSM processes. The SMPA approach includes process selection; online survey to collect assessment data; measurement of process capability; and reporting of process improvement recommendations. We implemented a decision support system (DSS) to automate the SMPA approach and evaluated it at two IT service providers. The evaluations indicated that the SMPA approach supports decision-making on process improvements. The findings provided design knowledge of virtualisation in ITSM process assessment and how this may facilitate continual service improvement.
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