ITSM ProcessGuide – a longitudinal and multi-method field study for real-world DSR artifact evaluation
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Published Version
Date
2015-05
Authors
Morana, Stefan
Schacht, Silvia
Gerards, Timo
Maedche, Alexander
Journal Title
Journal ISSN
Volume Title
Publisher
DESRIST 2015
Published Version
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.
Description
Keywords
Process guidance , Longitudinal field study , Multi-method evaluation , Design science research
Citation
MORANA, S., SCHACHT, S., GERARDS, T., MAEDCHE, A.. 2015. ITSM ProcessGuide – a longitudinal and multi-method field study for real-world DSR artifact evaluation. In: DONNELLAN, B., GLEASURE, R., HELFERT, M., KENNEALLY, J., ROTHENBERGER, M., CHIARINI TREMBLAY, M., VANDERMEER, D. & WINTER, R. (eds.) 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. pp. 109-116
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Copyright
©2015, The Author(s).