Mark Toleman

Implementing it Service Management: A Case Study Focussing on Critical Success Factors

Queensland Health, a large Australian government agency, implemented a centralised IT service management model based on the ITIL framework. This paper presents an in-depth case study of the implementation. It sheds light on the challenges and breakthroughs, confirms a set of factors that contributed to the projects success and offers a learning opportunity for other organisations. The study indicates that the commitment of senior management is crucial to the projects success as is a project champion and the recognition of the need for an appropriate change management strategy to transform the organisational culture to a service-oriented focus. Maintaining close and forthright relationships with multiple vendors facilitates technology transfer to in-house staff while a benefits realisation plan is a valuable tool for tracking and communicating tangible and intangible project benefits to the project stakeholders. An effective project governance and execution process further contributes to the implementation success.

Process improvement for small firms: An evaluation of the RAPID assessment-based method

With increasing interest by the software development community in software process improvement (SPI), it is vital that SPI programs are evaluated and the reports of lessons learned disseminated. This paper presents an evaluation of a program in which low-rigour, one-day SPI assessments were offered at no cost to 22 small Australian software development firms. The assessment model was based on ISO/IEC 15504 (SPICE). About 12 months after the assessment, the firms were contacted to arrange a follow-up meeting to determine the extent to which they had implemented the recommendations from the assessment. Comparison of the process capability levels at the time of assessment and the follow-up meetings revealed that the process improvement program was effective in improving the process capability of 15 of these small software development firms. Analysis of the assessment and follow-up reports explored important issues relating to SPI: elapsed time from assessment to follow-up meeting, the need for mentoring, the readiness of firms for SPI, the role of the owner/manager, the advice provided by the assessors, and the need to record costs and benefits. Based on an analysis of the program and its outcomes, firms are warned not to undertake SPI if their operation is likely to be disrupted by events internal to the firm or in the external environment. Firms are urged to draw on the expertise of assessors and consultants as mentors, and to ensure the action plan from the assessment is feasible in terms of the timeframe for evaluation. The RAPID method can be improved by fostering a closer relationship between the assessor and the firm sponsor; by making more extensive use of feedback questionnaires after the assessment and follow-up meeting; by facilitating the collection and reporting of cost benefit metrics; and by providing more detailed guidance for the follow-up meeting. As well as providing an evaluation of the assessment model and method, the outcomes from this research have the potential to better equip practitioners and consultants to undertake software process improvement, hence increasing the success of small software development firms in domestic and global markets.

Language trends in introductory programming courses

[Abstract]: Deciding what to teach novice programmers about programming and, in particular, which programming language to teach to novice programmers, and how to teach it, is a common topic for debate within universities. Should an industry relevant programming language be taught, or should a language designed for teaching novices be used? In order to design tools and methodologies for the teaching of novice programmers it is important to uncover what is being taught, and in turn, what will be taught in the future. A census of introductory programming courses administered within all Australian universities has been undertaken. The census aimed to reveal not only what computer programming languages are being taught, but also how they are being taught. From the results of this census two key factors emerged: perceived industry pressure for graduates with certain language skills versus academic training for generic programming skills.

A framework for understanding the factors influencing pair programming success

Pair programming is one of the more controversial aspects of several Agile system development methods, in particular eXtreme Programming (XP). Various studies have assessed factors that either drive the success or suggest advantages (and disadvantages) of pair programming. In this exploratory study the literature on pair programming is examined and factors distilled. These factors are then compared and contrasted with those discovered in our recent Delphi study of pair programming. Gallis et al. (2003) have proposed an initial framework aimed at providing a comprehensive identification of the major factors impacting team programming situations including pair programming. However, this study demonstrates that the framework should be extended to include an additional category of factors that relate to organizational matters. These factors will be further refined, and used to develop and empirically evaluate a conceptual model of pair programming (success).

An International Analysis of IT Service Management Benefits and Performance Measurement

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. The objective of this paper is to provide an international analysis of IT service management benefits and performance measurement by comparing the findings from a recent Australian survey with results from a similar survey conducted in the United Kingdom and United States of America. International literature on Information Systems (IS) effectiveness and performance measurement specifically related to ITSM is reviewed and used to guide the development of the Australian survey. Both surveys report rapid uptake of ITIL® Version 3. There are many reported benefits supported by metrics at the process level. However, the comparative analysis of the Australian and UK/USA studies reveals that there is limited awareness of performance measurement frameworks.

Training strategic problem solvers

Making the leap from a problem statement to a solution program is a difficult task for novice programmers, even when they may have a sound knowledge of a particular programming language. To bridge this gap students are expected to implicitly build their own strategies through practice exercises. In this paper we argue that a more explicit approach to teaching problem solving strategies may lead to better problem solvers. We suggest a framework that can be used in instruction and assessment of problem solving strategies.

Education for IT Service Management Standards

Service management standards such as the IT Infrastructure Library (ITIL), and now ISO/IEC 20000, provide guidance and tools for the effective management and control of IT service delivery. These standards are of increasing importance to organizations around the globe. Education about these standards and possibilities for training IT staff are, therefore, important. Universities have a place in this education process; however, academics have not embraced these standards in either research or education about them. Regardless, demand grows for IT staff qualified at various levels, particularly on basic or foundational levels, in these standards. This article considers the training offered and the requirement for education related to IT service management. Benefits to universities, graduates, and industry are numerous including increases in student numbers, enhanced employment options for graduates, and improved IT service quality, but there are challenges too, in particular, how to effectively transfer the knowledge to students who have not experienced the IT service environment firsthand.

Addressing the challenges of replications of surveys in software engineering research

Surveys are a popular research tool often used in empirical software engineering studies. While researchers are urged to replicate existing surveys, such replication brings with it challenges. This paper presents a concrete example of a replication of a survey used to determine the extent of adoption of software development best practice. The study replicated a European survey which was adapted and administered in a different context of Australian software development organisations. As well as discussing problems encountered, this paper presents a set of recommendations formulated to overcome identified challenges. Implementation of the recommendations would strengthen the value and contribution of surveys to the body of knowledge of empirical software engineering research.

Systematic evaluation of design choices for software development tools

Most design and evaluation of software tools is based on the intuition and experience of the designers. Software tool designers consider themselves typical users of the tools that they build and tend to subjectively evaluate their products rather than objectively evaluate them using established usability methods. This subjective approach is inadequate if the quality of software tools is to improve and the use of more systematic methods is advocated. This paper summarises a sequence of studies that show how user interface design choices for software development tools can be evaluated using established usability engineering techniques. The techniques used included guideline review, predictive modelling and experimental studies with users.

The effect of spraying for buffalo fly (Haematobia irritans exigua) on infestations, growth rate and lesion development on Bos indicus × B. taurus cattle in the dry tropics of North Queensland

The effect of spraying for buffalo fly (Haematobia irritans exigua) on infestations, growth rate and lesion development on Bos indicus x B. taurus steers (18 months old) and bullocks (30 months old) were studied in the dry tropics of North Queensland. There were four consecutive drafts commencing between July and September and terminating the following June-July. Half of the animals were sprayed with 200 g/l fenvalerate to control buffalo flies. Treated animals carried, at most, a few flies. The size of the fly populations on the untreated animals varied with the seasons, with the most flies being recorded during the wet season. Light coloured animals carried fewer flies than those with darker colours and bullocks carried more flies than steers. Except for steers in one dry season, repeatabilities of fly counts were significant (P 0.05) effect on growth over the four treatment periods, although there were significant effects of treatment on growth in some intermediate periods. Treatment significantly (P < 0.05) affected bullock growth in two of the four years. Significant (P < 0.05) positive correlations were found between fly counts and growth rate in two years. Few lesions were recorded on treated animals. Lesion prevalence and size on untreated animals were generally not associated with fly counts, coat colour or growth rate.