aileen Cater-Steel | University of Southern Queensland (original) (raw)

Papers by aileen Cater-Steel

Research paper thumbnail of Interpretation and Reporting of Process Capability Results: Focus on Improvement

Communications in Computer and Information Science, 2018

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Research paper thumbnail of Factors affecting e‐government adoption in Liberia: A practitioner perspective

THE ELECTRONIC JOURNAL OF INFORMATION SYSTEMS IN DEVELOPING COUNTRIES, 2020

Globally, e‐government implementation is growing, including in sub‐Saharan Africa, evidenced by t... more Globally, e‐government implementation is growing, including in sub‐Saharan Africa, evidenced by the frequently reported benefits of e‐government programs in developed countries. The government of Liberia is pursuing an e‐government agenda to improve governance through the effective and efficient use of technology in the public sector. Liberia, one of the most underdeveloped countries in the world is bedeviled by over 10 years of civil war and most recently an Ebola virus outbreak which created severe human capacity gaps. The government has realized that in order to accelerate development and enhance its peoples' livelihood, it must integrate technology into its public administration procedures. However, the implementation of e‐government in Liberia has had mixed success. The objective of this research is to identify critical factors affecting the implementation of e‐government in Liberia. To achieve this aim, a reflective practitioner approach is employed as a lens to collect an...

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Research paper thumbnail of Development and evaluation of a software-mediated process assessment method for IT service management

Information & Management, 2019

Abstract IT service improvements can add immense value to organisations. To improve IT service ma... more Abstract IT service improvements can add immense value to organisations. To improve IT service management (ITSM) processes, a software-mediated process assessment method is proposed with four phases: process identification, process assessment, process capability measurement and process improvement. The international standard for process assessment was applied to measure process capability. This method was trialled at two Australian organisations and positively evaluated in a US foreign exchange trading business. Our empirical evidence challenges the underlying assumption that higher levels of process capability depend on the achievement of lower level process attributes. We conclude that this method can be applied to transparently self-assess processes.

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Research paper thumbnail of An Organisational Change Approach to Implementing IT Service Management

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Research paper thumbnail of e-Commerce definition dilemma

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Research paper thumbnail of Achieving Value through IT Service Management Transformation: An International Perspective

IT Service Management (ITSM) is transforming the management of the IT function on a global scale ... more IT Service Management (ITSM) is transforming the management of the IT function on a global scale with major changes in work practices. The intent of this study is to empirically explore how IT service management is adopted in today’s global economy. The article examines the adoption of ITSM processes as defined in the IT Infrastructure Library (ITIL®). The adoption of operational processes is compared to that of tactical/strategic level processes and the contribution of country, size, and industry sector to variation in adoption of ITIL processes is assessed. Institutional theory is used as a foundation for the study. The analysis is based on 623 responses to three surveys conducted in the UK, USA, DACH (German-speaking countries) and Australia. The study found organisations adopting ITIL implemented more operational level processes than the tactical/strategic level processes. DACH countries exhibit higher ITIL process adoption than the UK, USA, and Australia. Adoption varied on ind...

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Research paper thumbnail of Tan CaterSteel Toleman JCIS Winter 2009

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Research paper thumbnail of Cut Once, Measure Twice: A Case Study of Performance Measurement Practices

When asked about their ITSM performance measurement practices most organisations respond hesitant... more When asked about their ITSM performance measurement practices most organisations respond hesitantly and usually have a glum view of their efforts, tending to focus more on ITSM performance measurement challenges. However there are good practices that are found amidst the challenges. This case study provides an account of the performance measurement practices of an Australian public sector organisation.

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Research paper thumbnail of Towards Transparent and Efficient Process Assessments for IT Service Management

Communications in Computer and Information Science, 2014

IT service organisations recognise the value of conducting regular process assessments for contin... more IT service organisations recognise the value of conducting regular process assessments for continual service improvement. However lack of transparency and substantial costs deter industry adoption. We propose that the use of the international standard for process assessment ISO/IEC 15504 offers a transparent approach to address this challenge. Moreover, efficiency can be realized by a Decision Support System (DSS) tool to automate data collection and process capability calculations. This paper details a Design Science Research project to develop a software-mediated process assessment (SMPA) approach based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL®). We discuss the architecture of the SMPA approach and the role of ISO/IEC 15504 in the approach. This work contributes to practice as it may help IT managers to self-assess their processes using a standard model. The SMPA approach can also support assessors who perform formal assessments.

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Research paper thumbnail of An International Analysis of IT Service Management Benefits and Performance Measurement

Journal of Global Information Technology Management, 2010

Abstract It is widely accepted by Information Technology service managers that frameworks such as... more Abstract It is widely accepted by Information Technology service managers that frameworks such as the IT Infrastructure Library can deliver real operational efficiencies but there are few empirical studies that investigate the benefits realised and performance metrics gathered. ...

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Research paper thumbnail of The definition dilemma of e-commerce

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Research paper thumbnail of Software-Mediated Process Assessment in IT Service Management

Communications in Computer and Information Science, 2013

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Research paper thumbnail of Keeping score: measuring ITSM performance

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Research paper thumbnail of Alleviating Design Silence in Design Science Research: a Proposal of a Design Method

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Research paper thumbnail of What's Your PMF challenge?

ABSTRACT The extensive adoption of ITSM frameworks by organisations may point to the acceptance b... more ABSTRACT The extensive adoption of ITSM frameworks by organisations may point to the acceptance by IT service managers that frameworks such as ITI L and standards such as ISO / IEC 20000 can deliver real operational efficiencies, ultimately translating into revenue-increasing and cost-reducing benefits. Organisations implementing ITS M initiatives report realisation of benefits in cost savings and standardisation in delivery of IT service and support. However, despite the appeal and the tremendous potential to realise benefits, the implementation of ITSM initiatives is slowed not only by the size of the investment required but also by the difficulty in quantifying benefits and linking operational and financial benefits together.

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Research paper thumbnail of Delivering value through IT service management metrics

ABSTRACT It has been reported that, on average, 70% of the IT budget is spent on IT operations. A... more ABSTRACT It has been reported that, on average, 70% of the IT budget is spent on IT operations. Although organisations have increasingly adopted ITS M as an approach to effectively managing their IT operations, few independent empirical studies have been published exploring the benefits of ITSM. The study reported is being conducted in three stages over three years. In the first stage in November to December 2009 itSMF conducted a survey by sending out an online questionnaire of ITS M benefits to its 2,085 members and 263 responses were collected.

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Research paper thumbnail of Measuring the performance of IT service management

ABSTRACT Despite the appeal and the tremendous potential to realise benefits, the implementation ... more ABSTRACT Despite the appeal and the tremendous potential to realise benefits, the implementation of IT Service Management (ITSM) initiatives is hindered by the difficulty in quantifying benefits and measuring performance. The growth of the service economy has increasingly resulted in service-oriented thinking as organisations attempt to increase value delivered to their customers. Although a phenomenal adoption of ITSM frameworks, particularly ITIL, is observed, it is not accompanied by standardisation of ITSM performance measurement. A standardised performance measurement framework is required and the research project described in this paper is an important step in addressing that need. The objective of this paper is to provide an analysis of the performance measurement of IT service management. The findings of a recent survey are presented and a preliminary organising framework for ITSM performance measurement is developed. Using Balanced Scorecard perspectives the benefits and challenges of ITSM performance measurement and reporting are analysed and categorised.

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Research paper thumbnail of Benefits and relevance of International Standards in a design science research project for process assessments

Computer Standards & Interfaces, 2018

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Research paper thumbnail of The Organisational Life Cycle Scale: An Empirical Validation

The Journal of Entrepreneurship, 2020

Organizational life cycle scales are widely relied upon by scholar and practitioners alike as a s... more Organizational life cycle scales are widely relied upon by scholar and practitioners alike as a strategic tool to identify firms’ life cycle stages. However, little attention has been paid to verifying and validating the OLC measures despite the considerable amount of OLC literature. The purpose of this study is to critically examine the psychometric properties of the OLC scale proposed by Lester, Parnell and Carraher. Data were obtained from a sample of 174 Australian Chief Information Officers from different sized firms and different industries and analysed by the use of component-based structural equation modelling. Results showed that the five-stage OLC scale exhibits acceptable validity and reliability indices despite some minor weaknesses. Results also confirmed the validity and the generalisability of this scale to measure and identify OLC stages in different types of industries. Based on these results and the literature review, alternate items were developed as substitutes f...

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Research paper thumbnail of Examining client perceptions of partnership quality and the relationships between its dimensions in an IT outsourcing relationship

Australasian Journal of Information Systems, 2011

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Research paper thumbnail of Interpretation and Reporting of Process Capability Results: Focus on Improvement

Communications in Computer and Information Science, 2018

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Research paper thumbnail of Factors affecting e‐government adoption in Liberia: A practitioner perspective

THE ELECTRONIC JOURNAL OF INFORMATION SYSTEMS IN DEVELOPING COUNTRIES, 2020

Globally, e‐government implementation is growing, including in sub‐Saharan Africa, evidenced by t... more Globally, e‐government implementation is growing, including in sub‐Saharan Africa, evidenced by the frequently reported benefits of e‐government programs in developed countries. The government of Liberia is pursuing an e‐government agenda to improve governance through the effective and efficient use of technology in the public sector. Liberia, one of the most underdeveloped countries in the world is bedeviled by over 10 years of civil war and most recently an Ebola virus outbreak which created severe human capacity gaps. The government has realized that in order to accelerate development and enhance its peoples' livelihood, it must integrate technology into its public administration procedures. However, the implementation of e‐government in Liberia has had mixed success. The objective of this research is to identify critical factors affecting the implementation of e‐government in Liberia. To achieve this aim, a reflective practitioner approach is employed as a lens to collect an...

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Research paper thumbnail of Development and evaluation of a software-mediated process assessment method for IT service management

Information & Management, 2019

Abstract IT service improvements can add immense value to organisations. To improve IT service ma... more Abstract IT service improvements can add immense value to organisations. To improve IT service management (ITSM) processes, a software-mediated process assessment method is proposed with four phases: process identification, process assessment, process capability measurement and process improvement. The international standard for process assessment was applied to measure process capability. This method was trialled at two Australian organisations and positively evaluated in a US foreign exchange trading business. Our empirical evidence challenges the underlying assumption that higher levels of process capability depend on the achievement of lower level process attributes. We conclude that this method can be applied to transparently self-assess processes.

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Research paper thumbnail of An Organisational Change Approach to Implementing IT Service Management

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Research paper thumbnail of e-Commerce definition dilemma

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Research paper thumbnail of Achieving Value through IT Service Management Transformation: An International Perspective

IT Service Management (ITSM) is transforming the management of the IT function on a global scale ... more IT Service Management (ITSM) is transforming the management of the IT function on a global scale with major changes in work practices. The intent of this study is to empirically explore how IT service management is adopted in today’s global economy. The article examines the adoption of ITSM processes as defined in the IT Infrastructure Library (ITIL®). The adoption of operational processes is compared to that of tactical/strategic level processes and the contribution of country, size, and industry sector to variation in adoption of ITIL processes is assessed. Institutional theory is used as a foundation for the study. The analysis is based on 623 responses to three surveys conducted in the UK, USA, DACH (German-speaking countries) and Australia. The study found organisations adopting ITIL implemented more operational level processes than the tactical/strategic level processes. DACH countries exhibit higher ITIL process adoption than the UK, USA, and Australia. Adoption varied on ind...

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Research paper thumbnail of Tan CaterSteel Toleman JCIS Winter 2009

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Research paper thumbnail of Cut Once, Measure Twice: A Case Study of Performance Measurement Practices

When asked about their ITSM performance measurement practices most organisations respond hesitant... more When asked about their ITSM performance measurement practices most organisations respond hesitantly and usually have a glum view of their efforts, tending to focus more on ITSM performance measurement challenges. However there are good practices that are found amidst the challenges. This case study provides an account of the performance measurement practices of an Australian public sector organisation.

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Research paper thumbnail of Towards Transparent and Efficient Process Assessments for IT Service Management

Communications in Computer and Information Science, 2014

IT service organisations recognise the value of conducting regular process assessments for contin... more IT service organisations recognise the value of conducting regular process assessments for continual service improvement. However lack of transparency and substantial costs deter industry adoption. We propose that the use of the international standard for process assessment ISO/IEC 15504 offers a transparent approach to address this challenge. Moreover, efficiency can be realized by a Decision Support System (DSS) tool to automate data collection and process capability calculations. This paper details a Design Science Research project to develop a software-mediated process assessment (SMPA) approach based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL®). We discuss the architecture of the SMPA approach and the role of ISO/IEC 15504 in the approach. This work contributes to practice as it may help IT managers to self-assess their processes using a standard model. The SMPA approach can also support assessors who perform formal assessments.

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Research paper thumbnail of An International Analysis of IT Service Management Benefits and Performance Measurement

Journal of Global Information Technology Management, 2010

Abstract It is widely accepted by Information Technology service managers that frameworks such as... more Abstract It is widely accepted by Information Technology service managers that frameworks such as the IT Infrastructure Library can deliver real operational efficiencies but there are few empirical studies that investigate the benefits realised and performance metrics gathered. ...

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Research paper thumbnail of The definition dilemma of e-commerce

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Research paper thumbnail of Software-Mediated Process Assessment in IT Service Management

Communications in Computer and Information Science, 2013

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Research paper thumbnail of Keeping score: measuring ITSM performance

Bookmarks Related papers MentionsView impact

Research paper thumbnail of Alleviating Design Silence in Design Science Research: a Proposal of a Design Method

Bookmarks Related papers MentionsView impact

Research paper thumbnail of What's Your PMF challenge?

ABSTRACT The extensive adoption of ITSM frameworks by organisations may point to the acceptance b... more ABSTRACT The extensive adoption of ITSM frameworks by organisations may point to the acceptance by IT service managers that frameworks such as ITI L and standards such as ISO / IEC 20000 can deliver real operational efficiencies, ultimately translating into revenue-increasing and cost-reducing benefits. Organisations implementing ITS M initiatives report realisation of benefits in cost savings and standardisation in delivery of IT service and support. However, despite the appeal and the tremendous potential to realise benefits, the implementation of ITSM initiatives is slowed not only by the size of the investment required but also by the difficulty in quantifying benefits and linking operational and financial benefits together.

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Research paper thumbnail of Delivering value through IT service management metrics

ABSTRACT It has been reported that, on average, 70% of the IT budget is spent on IT operations. A... more ABSTRACT It has been reported that, on average, 70% of the IT budget is spent on IT operations. Although organisations have increasingly adopted ITS M as an approach to effectively managing their IT operations, few independent empirical studies have been published exploring the benefits of ITSM. The study reported is being conducted in three stages over three years. In the first stage in November to December 2009 itSMF conducted a survey by sending out an online questionnaire of ITS M benefits to its 2,085 members and 263 responses were collected.

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Research paper thumbnail of Measuring the performance of IT service management

ABSTRACT Despite the appeal and the tremendous potential to realise benefits, the implementation ... more ABSTRACT Despite the appeal and the tremendous potential to realise benefits, the implementation of IT Service Management (ITSM) initiatives is hindered by the difficulty in quantifying benefits and measuring performance. The growth of the service economy has increasingly resulted in service-oriented thinking as organisations attempt to increase value delivered to their customers. Although a phenomenal adoption of ITSM frameworks, particularly ITIL, is observed, it is not accompanied by standardisation of ITSM performance measurement. A standardised performance measurement framework is required and the research project described in this paper is an important step in addressing that need. The objective of this paper is to provide an analysis of the performance measurement of IT service management. The findings of a recent survey are presented and a preliminary organising framework for ITSM performance measurement is developed. Using Balanced Scorecard perspectives the benefits and challenges of ITSM performance measurement and reporting are analysed and categorised.

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Research paper thumbnail of Benefits and relevance of International Standards in a design science research project for process assessments

Computer Standards & Interfaces, 2018

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Research paper thumbnail of The Organisational Life Cycle Scale: An Empirical Validation

The Journal of Entrepreneurship, 2020

Organizational life cycle scales are widely relied upon by scholar and practitioners alike as a s... more Organizational life cycle scales are widely relied upon by scholar and practitioners alike as a strategic tool to identify firms’ life cycle stages. However, little attention has been paid to verifying and validating the OLC measures despite the considerable amount of OLC literature. The purpose of this study is to critically examine the psychometric properties of the OLC scale proposed by Lester, Parnell and Carraher. Data were obtained from a sample of 174 Australian Chief Information Officers from different sized firms and different industries and analysed by the use of component-based structural equation modelling. Results showed that the five-stage OLC scale exhibits acceptable validity and reliability indices despite some minor weaknesses. Results also confirmed the validity and the generalisability of this scale to measure and identify OLC stages in different types of industries. Based on these results and the literature review, alternate items were developed as substitutes f...

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Research paper thumbnail of Examining client perceptions of partnership quality and the relationships between its dimensions in an IT outsourcing relationship

Australasian Journal of Information Systems, 2011

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