1. TIPA ® How to build new and successful services from standards Alain Renault
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12. Assessment of ITSM processes? ITIL ® v2 informal process descriptions R.E. Techniques Goal trees Process Reference Model (PRM) Process Assessment Model (PAM) ISO/IEC 15504 requirements for PRM-PAM
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15. Assessment of ITIL processes with TIPA Process Reference Model Measurement Framework Process Assessment Model ASSESSMENT PROCESS Planning Data collection Analysis & rating Reporting Roles & Responsibilities Assessment Report Context & Scope TIPA Toolbox ASSESSMENT PROCESS Planning Data collection Analysis & rating Reporting TIPA Process Assessment Model Project management toolset Questions sets Process rating toolset TIPA training programme Assessment report template Data management toolset
Service value: identification of an opportunity for a new service innovation (study of the technological feasibility of the service, preliminary identification of the business model associated,…) Service design: Service definition of the service (not only in terms of its business functional objectives but also in terms of all its required qualities) Service promotion: = to promote the service to other potentially interested actors (marketing, branding, labelling, standardization…) Service management: to provide tools that can be used (by those that will deploy the service) for checking and measuring the correctness of its implementation (metrics) Service capitalization: to collect the feedbacks associated with the measures as well as from evaluation performed with the services users.
ITSM emerged in the late 80’s Discipline spread in companies when V2 published 2000-2001
Service value: identification of an opportunity for a new service innovation (study of the technological feasibility of the service, preliminary identification of the business model associated,…) Service design: Service definition of the service (not only in terms of its business functional objectives but also in terms of all its required qualities) Service promotion: = to promote the service to other potentially interested actors (marketing, branding, labelling, standardization…) Service management: to provide tools that can be used (by those that will deploy the service) for checking and measuring the correctness of its implementation (metrics) Service capitalization: to collect the feedbacks associated with the measures as well as from evaluation performed with the services users.
Market evolution From ITIL v2 to v3 Supports ISO 20000-1 Compatible with ISO 20000-4
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