Software mediated process assessment in IT service management: development and evaluation of standards-based tools to facilitate continual improvement

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Improvements in information technology (IT) services will benefit the Australian business community as organisations today are almost totally dependent on IT to survive. The implementation of IT service management standards reduces IT downtime as well as improving IT service quality and customer satisfaction. Private and public sector organisations will benefit as the developed tool will enable self-assessment of capability in line with international standards. In addition, the project will validate and transition emerging standards into industry, placing Australia at the forefront of adoption and use. Results will be fed back to the international standards community further enhancing Australia's reputation as a leader in IT standards development.