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

IT 服务管理中软件介导的流程评估：开发和评估基于标准的工具以促进持续改进

• 批准号: LP100200227
• 负责人: Prof Dr Aileen Cater-Steel
• 金额: $ 9.74万
• 依托单位: University of Southern Queensland
• 依托单位国家: 澳大利亚
• 项目类别: Linkage Projects
• 财政年份: 2010
• 资助国家: 澳大利亚
• 起止时间: 2010-07-01 至 2014-07-17
• 项目状态: 已结题
• 来源: https://dataportal.arc.gov.au/RGS/Web/Grants/LP100200227
• 关键词: Software; mediated; process; assessment; service

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.

信息技术（IT）服务的改进将使澳大利亚商界受益，因为今天的组织几乎完全依赖IT生存。IT服务管理标准的实施减少了IT停机时间，并提高了IT服务质量和客户满意度。私营和公共部门组织将受益，因为所开发的工具将使人们能够按照国际标准对能力进行自我评估。此外，该项目将验证新兴标准并将其转化为行业标准，使澳大利亚处于采用和使用的最前沿。结果将反馈给国际标准界，进一步提高澳大利亚作为信息技术标准发展领导者的声誉。