ITSM ProcessGuide – A longitudinal and multi-method field study for real-world DSR artifact evaluation

Morana, Stefan ; Schacht, Silvia ; Gerards, Timo ; Maedche, Alexander

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URN: urn:nbn:de:bsz:180-madoc-388440
Document Type: Conference or workshop publication
Year of publication: 2015
Book title: At the Vanguard of Design Science : First Impressions and Early Findings from Ongoing Research ; Research-in-Progress Papers and Poster Presentations from the 10th International Conference, DESRIST 2015. Dublin, Ireland, 20-22 May
Page range: 109-116
Date of the conference: 21.-22.05.2015
Publisher: Donnellan, Brain
Place of publication: Cork
Publishing house: Univ. College, CORA
ISBN: 978-1-910097-80-9
Publication language: English
Institution: Außerfakultäre Einrichtungen > Institut für Enterprise Systems (InES)
Business School > Wirtschaftsinformatik IV (Mädche 2009-2015)
Subject: 004 Computer science, internet
330 Economics
Abstract: Process guidance supports users to increase their process model understanding, process execution effectiveness as well as efficiency, and process compliance performance. This paper presents a research in progress encompassing our ongoing DSR project on Process Guidance Systems and a field evaluation of the resulting artifact in cooperation with a company. Building on three theory-grounded design principles, a Process Guidance System artifact for the company’s IT service ticketing process is developed, deployed and used. Fol-lowing a multi-method approach, we plan to evaluate the artifact in a longitudinal field study. Thereby, we will not only gather self-reported but also real usage data. This article describes the development of the artifact and discusses an innovative evaluation approach.

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