ITSM ProcessGuide – A process guidance system for IT service management

Morana, Stefan ; Gerards, Timo ; Maedche, Alexander

ITSM_ProcessGuide_-_Evaluation_RIP.pdf - Published

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URN: urn:nbn:de:bsz:180-madoc-388423
Document Type: Conference or workshop publication
Year of publication: 2015
Book title: New Horizons in Design Science: Broadening the Research Agenda : 10th International Conference, DESRIST 2015, Dublin, Ireland, May 20-22, 2015, Proceedings
The title of a journal, publication series: Lecture Notes in Computer Science
Volume: 9073
Page range: 406-410
Date of the conference: 21.05.2015
Publisher: Donnellan, Brian
Place of publication: Cham
Publishing house: Springer
ISBN: 978-3-319-18713-6 , 978-3-319-18714-3
ISSN: 0302-9743 , 1611-3349
Publication language: English
Institution: Außerfakultäre Einrichtungen > Institut für Enterprise Systems (InES)
Business School > Wirtschaftsinformatik IV (Mädche -2015)
Subject: 004 Computer science, internet
330 Economics
Abstract: Process Guidance aims at increasing the process model understanding and effective and efficient process execution. In this paper we present the context, design, implementation, and ongoing evaluation of a Process Guidance System instantiation in an organizational setting. The system is used to support the IT Service Management processes within the case company. It is used productively in the case company of this research and this article describes how the system’s features are designed for the evaluation.

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