Abstract
This paper presents the design of a tool for recurring quantitative self-assessment of IT Service Management (ITSM) process maturity in an agile environment. 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. In this paper we report a project that has developed a quantitative measuring survey-based tool. The specific context for the research is a financial institution that has adopted agile development. 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. The results show that a company-wide ITSM process maturity assessment can be established as a survey-based self-assessment, and that 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 from the study is that the iterative DSR methodology made it possible to create a system that in good way measure ITSM process maturity.
Paper Type
Full Paper
DOI
10.62036/ISD.2022.11
Designing a Tool for Measuring IT Process Maturity in an Agile Development Context
This paper presents the design of a tool for recurring quantitative self-assessment of IT Service Management (ITSM) process maturity in an agile environment. 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. In this paper we report a project that has developed a quantitative measuring survey-based tool. The specific context for the research is a financial institution that has adopted agile development. 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. The results show that a company-wide ITSM process maturity assessment can be established as a survey-based self-assessment, and that 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 from the study is that the iterative DSR methodology made it possible to create a system that in good way measure ITSM process maturity.
Recommended Citation
Johansson, B. & Jaadla, H. (2022). Designing a Tool for Measuring IT Process Maturity in an Agile Development Context. In R. A. Buchmann, G. C. Silaghi, D. Bufnea, V. Niculescu, G. Czibula, C. Barry, M. Lang, H. Linger, & C. Schneider (Eds.), Information Systems Development: Artificial Intelligence for Information Systems Development and Operations (ISD2022 Proceedings). Cluj-Napoca, Romania: Risoprint. ISBN: 978-973-53-2917-4. https://doi.org/10.62036/ISD.2022.11