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A DSR Study on Iterative Tool Development to Measure IT Process Maturity in an Agile Context
Linköping University, Sweden.
Swedbank AS, Estonia.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).ORCID iD: 0000-0002-1512-6592
2023 (English)In: ISD 2022: Advances in Information Systems Development / [ed] Gheorghe Cosmin Silaghi, Robert Andrei Buchmann, Virginia Niculescu, Gabriela Czibula, Chris Barry, Michael Lang, Henry Linger, Christoph Schneider, Springer, 2023, Vol. 63, p. 1-17Conference paper, Published paper (Refereed)
Abstract [en]

This paper presents the design of a tool for recurring quantitative self-assessment of IT Service Management (ITSM) process maturity in a financial institution implementing agile software development as a new way of working. This change brought on an increased need to monitor ITSM process performance, and a Design Science Research (DSR) project was launched to create an ITSM maturity assessment tool. Continual improvement of ITSM processes can be measured by performing a process maturity assessment, comparing the organization’s process performance against a best-practice reference set of processes. This paper reports a development project for a quantitative measuring survey-based tool. Due to the increasing use of agile methods, there is an increase in research attention to the coexistence of agile and ITSM maturity assessment tools. The results show that a company-wide ITSM process maturity assessment can be established as a survey-based self-assessment in an agile software development context. The aggregate scores from this self-assessment present a good indicator of the organization’s process performance, especially when complemented by a reference score. A key learning is that the iterative DSR methodology made it possible to create a tool that in good way measure ITSM process maturity in an agile context. 

Place, publisher, year, edition, pages
Springer, 2023. Vol. 63, p. 1-17
Series
Lecture Notes in Information Systems and Organisation, ISSN 2195-4968, E-ISSN 2195-4976
Keywords [en]
ITSM, IT service management, IT maturity, Process maturity, Quantitative self-assessment
National Category
Information Systems Software Engineering
Research subject
Information Systems
Identifiers
URN: urn:nbn:se:kau:diva-96293DOI: 10.1007/978-3-031-32418-5_1Scopus ID: 2-s2.0-85164918909OAI: oai:DiVA.org:kau-96293DiVA, id: diva2:1786568
Conference
30th International Conference on Information Systems Development, Cluj-Napoca, Romania, August 31- September 2, 2022.
Available from: 2023-08-09 Created: 2023-08-09 Last updated: 2023-08-09Bibliographically approved

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Gustavsson, Tomas

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