Impact Analysis of Process Improvement on IT Service Quality – an ongoing study Marion Lepmets PostDoctorate Fellow Centre...
Outline➤ Background➤ Motivation for the research➤ Scope of the research   ➤    Software Process Improvement   ➤    IT Serv...
Background➤ PhD in Software Engineering in Finland➤ Studied Software Process Improvement (SPI) and  Software Process Asses...
Motivation➤ Process Improvement has been applied in Software  Engineering for the last 20 years   ➤    The common starting...
Aim of the study     ➤ How does standard or model based process         improvement impact IT service quality? Process    ...
Scope of the Study    Process Assessment          Models:   CMMI and ISO/IEC 15504                                 Process...
IT Service quality measures➤ SQuaRe standard divides quality measures to 4:   ➤    Process measures   ➤    Internal measur...
Next steps➤ We have mapped IT Service quality measures to the  measurement frameworks of PSM and SQuaRE➤ Next, we will con...
Thank you!             marion.lepmets@tudor.lu                                   9
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Impact analysis of process improvement on it service quality

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Impact analysis of process improvement on it service quality

  1. 1. Impact Analysis of Process Improvement on IT Service Quality – an ongoing study Marion Lepmets PostDoctorate Fellow Centre de Recherche Public Henri Tudor2011/02/17 IESS conference presentation in Geneva, Switzerland 1
  2. 2. Outline➤ Background➤ Motivation for the research➤ Scope of the research ➤  Software Process Improvement ➤  IT Service Management ➤  Quality measurement frameworks➤ Next steps 2
  3. 3. Background➤ PhD in Software Engineering in Finland➤ Studied Software Process Improvement (SPI) and Software Process Assessment for the last 10 years➤ National representative in Process Assessment and IT Service Management working groups - ISO/IEC JTC1 SC7 WG10 and WG25➤ Focus on: Impact analysis of process models and process improvement 3
  4. 4. Motivation➤ Process Improvement has been applied in Software Engineering for the last 20 years ➤  The common starting point is process assessment, the best known process models are CMMI and ISO/IEC 15504➤ In IT Service Management, increasing focus is on IT service management processes  an objective measurement of these processes is provided by process assessment: ➤  TIPA – Tudor’s IT Service process assessment framework➤ Yet, measurement of process improvement is complex, time consuming and resource demanding  rarely done in industry 4
  5. 5. Aim of the study ➤ How does standard or model based process improvement impact IT service quality? Process provides input to Process positively impacts IT serviceassessment improvement quality How to measure IT Service Quality? 5
  6. 6. Scope of the Study Process Assessment Models: CMMI and ISO/IEC 15504 Process Improvement + IT Service Management best practices: ITIL Impact on IT Service Quality Measurement Frameworks fromService Quality Measurement Software Engineering: Framework: Practical Software and Systems SERVQUAL Measuring IT Service quality Measurement (PSM) & ISO/IEC 25010 SQuaRE 6
  7. 7. IT Service quality measures➤ SQuaRe standard divides quality measures to 4: ➤  Process measures ➤  Internal measures ➤  External measures ➤  Quality in use measures Information needs➤ PSM illustrates a path to a measurable indicator through: Common issue areas ➤  Information needs Indicator ➤  Common issue area Measurement category ➤  Measurement category Measure ➤  Measure ➤  Indicator (derived from measure, providing insight to common issue area) 7
  8. 8. Next steps➤ We have mapped IT Service quality measures to the measurement frameworks of PSM and SQuaRE➤ Next, we will conduct expert interviews to verify the information needs and measurable indicators for IT service quality➤ We will then tailor the measurable quality indicators and conduct an international survey to understand the measurement undertaken in ITSM industry➤ Additional case studies will be conducted to understand the reasoning behind the data 8
  9. 9. Thank you! marion.lepmets@tudor.lu 9

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