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Fusion2012 DRDC case study


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Fusion2012で実施された講演の資料です。ISO/IEC 15504ベースのプロセスアセスメントのフレームワークである、TIPA®をカナダの政府系機関DRDCに導入した事例についての説明があります。

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Fusion2012 DRDC case study

  1. 1. Session  308:    Process  Maturity  Assessments  Done  Right  
  2. 2. Ge;ng  ITIL®  Process  Maturity     Assessment  done  right   !   Using  TIPA  to  drive  IT  transforma=on   at  a  Government  Organiza=on  (v1.1)  Presenter:  Steve  Tremblay,  PMP,  CGEIT,  ITIL  Master,  ISO/IEC  20000  &  27002,  TIPA  Lead  Assessor   ®,  +1-­‐613-­‐699-­‐3005   Copyright  ©  2011  ITpreneurs    
  3. 3. Agenda   !   History  of  Process  Evalua=on  –  Quality  of  Service   !   ISO/IEC  15504  –  Process  Evalua=on  Standard   !   ITIL®  Process  Maturity  Evalua=on  with  TIPA   !   Case  Study  –  DRDC  TIPA  Maturity  Assessment   !   Why  TIPA  ITIL®  is  a  registered  Trademark  of  the  Office  of  Government  Commerce  in  the  United  Kingdom  and  other  countries.    TIPA®  is  an  ini=a=ve  of  the  Centre  de  Recherche  Public  Henri  Tudor.   Copyright  ©  2012  ITpreneurs  
  4. 4. Quality  in  Service  HISTORY  OF  PROCESS  EVALUATION   Copyright  ©  2012  ITpreneurs  
  5. 5. Quality   Q Right  People   Mutually   « Quality in a product Competent,   beneficial   or service is not what aware  &   supplier   Process   the supplier puts in. It trained   rela=onship   approach   is what the customer gets out and is willing Strategy  and   Assessment   to pay for. » Planning   of  results   Quality – Peter Drucker (approach  to   decision  making)   Con=nual   Senior   Improvement   Management   Buy-­‐In  Customer   Requirements   Good   focus   for  Quality   communica=on   Service Product Copyright  ©  2012  ITpreneurs  
  6. 6. What  is  Quality  and  Quality  of  Service?  !   A  service  is  provided  by  the  interac=on  of  the  service   provider  with  customers  and  users:   –  Quality  of  service  depends  on  this  interac=on  !   Service  quality  is  an  assessment  of  the  ability  to  meet  the   explicit  needs  and  implicit  requirements  of  customers  or   users:   –  Explicit  needs:  they  are  expressed  by  the  user  or  iden=fied  by   the  provider   –  Implicit  requirements:  they  are  regulatory,  ethical,  security,   economic,  technical  and  interpersonal  skills  !   The  service  provider  should  con=nually  assess  the   performance  of  the  service  and  what  the  client  expects  for   the  future   –  The  customer  percep=on  of  service  quality  may  vary  over  =me   "Service  quality  is  a  measure  that  indicates  the  total  effect  of  the   execu8on  of  the  service  that  determines  the  degree  of   sa8sfac8on  of  a  beneficiary.  The  measurement  results  from  the   resource  capacity  to  offer  different  levels  of  service.  The   Copyright  ©  2010  ITpreneurs   measure  may  be  quan8ta8ve  and  qualita8ve.  “   Sources: AFNOR ISO 8402
  7. 7. Quality  Management  System   Strategy  Tools   Policies  People   Objec=ves   Processes   Copyright  ©  2012  ITpreneurs  
  8. 8. Why  assessing  processes?  !   Assessment  as  part  of  an  improvement  process   –  Arrange  results  on  a  ra=ng  scale   –  "Bojom-­‐up"  Approach   –  Voluntary  and  par=cipatory   –  Research  strengths  and  opportuni=es,  weaknesses  and   threats   –  Iden=fica=on  of  recommenda=ons   –  Founda=on  to  ini=ate  an  improvement  program   Copyright  ©  2012  ITpreneurs  
  9. 9. ISO/IEC  15504    PROCESS  EVALUATION  STANDARD   Copyright  ©  2012  ITpreneurs  
  10. 10. ISO/IEC  15504  !  ISO/IEC  15504  is  the  reference  model  for  the   maturity  models  (consis=ng  of  capability   levels  which  in  turn  consist  of  the  process   ajributes  and  further  consist  of  generic   prac=ces)  against  which  the  assessors  can   place  the  evidence  that  they  collect  during   their  assessment,  so  that  the  assessors  can   give  an  overall  determina=on  of  the   organiza=ons  capabili=es  for  delivering   products  (sonware,  systems,  and  IT   services).   Copyright  ©  2012  ITpreneurs  
  11. 11. Process  Reference  Model  and    Process  Assessment  Model  in  ISO/IEC  15504   Copyright  ©  2012  ITpreneurs  
  12. 12. Process  Maturity  Levels  and  ISO/IEC  15504    Process  Maturity  Levels  and  Process  ALributes-­‐ISO/IEC  15504   ISO/IEC  15504     5  OPTIMIZING  (Con=nuous  Improvement)  !    ISO  standard  for  Process  Assessment   5.1  Process  Innova=on   5.2  Process  Op=miza=on  !    Also  known  as  SPICE   4  PREDICTABLE  (Quan=ta=vely  Managed)  !    Standard  gaining  prominence  in     4.1  Process  Measurement          recent  years   4.2  Process  Control  !  TIPA  maps  each  process  onto  the     3  ESTABLISHED  (Well  Defined)   scale  set  by  the  ISO/IEC  15504               3.1  Process  Defini=on   3.2  Process  Deployment   standard     2  MANAGED  (Planned  and  Monitored)   2.1  Performance  Management   2.2  Work  Product  Management   1  PERFORMED  (Informal)    1.1Process  Performance   0  INCOMPLETE    
  13. 13. Using  TIPA  for  conduc=ng  an  ITIL®  PROCESS  MATURITY  EVALUATION   Copyright  ©  2012  ITpreneurs  
  14. 14. Introduc=on  to  TIPA    TIPA  (Tudor  IT  Process  Assessment)  is  an  internaUonally-­‐recognized  framework  for  IT  process  assessment  that  uses  the  principles  of  ISO/IEC  15504  standard  in  order  to  determine  the  maturity  level  of  IT  processes  within  an  organizaUon   !   Applica=on  of  the  ISO/IEC  15504              to  ITIL®     ITIL®   !   IT  Process  Maturity   determina=on   +   TIPA  for  ITIL®   !   The  first  step  towards  ITSM   ISO/IEC  15504   improvement   !   Structured,  objec=ve,  repeatable   assessment   Copyright  ©  2012  ITpreneurs  
  15. 15. An  Ini=a=ve  of  CRP  Henri  Tudor  CRP  Henri  Tudor  in  Luxembourg  has  been  contribuUng  to  the  improvement  and  strengthening  of  the  innovaUon  in  enterprises  and  public  organizaUons.   •  Largest  public  research  center  in   Luxembourg   •  Staff  of  450  researchers   •  Applied  research  only   •  Experts  involved  in  many  ISO   standards   •  TIPA  is  the  result  of  more  than  7   years  of  dedicated  research   Copyright  ©  2012  ITpreneurs  
  16. 16. TIPA  -­‐  A  turnkey  solu=on  for  IT  Process  Assessment  from  defini=on  to  closure   Copyright  ©  2012  ITpreneurs  
  17. 17. TIPA  -­‐  An  important  step     in  IT  process  improvement  ini=a=ve   DefiniUon  of   TIPA  IniUal   improvement   ImplementaUon   assessment   plan,  goals    and   milestones  §   Improve  Service  Quality  §   Get  a  beLer  ROI  on  ITSM          projects  § Reduce  cost     TIPA  Control   Assessment   Copyright  ©  2012  ITpreneurs  
  18. 18. Overview  of  TIPA  tools  Copyright  ©  2011  ITpreneurs  
  19. 19. Overview  of  TIPA  Result  –  Process  profile  in  an  organiza=on   Project XYZ Level 1 Level 2 Level 3 Level 4 Level 5 Performed Managed Established Predictable Optimising Process Performance Work Product Process Process Process Process Process Process Performance Management Management Definition Deployment Measurement Control Innovation Optimisationent Management A   Process   F L L P P  nge Management B   Process   F F L L L  ase Management C   Process   F F P N N  guration Management   Process  D F F F L L  lem Management E   Process   L P P N N Legend Rates "Fully" F Not Assessed "Largely" L "Partially" P "Not" N Copyright  ©  2012  ITpreneurs  
  20. 20. Introduc=on  to  the  Defense  Research  and  Development  Canada  (DRDC)  CASE  STUDY   Copyright  ©  2012  ITpreneurs  
  21. 21. Where  do  you  stand?  •  How  many  of  you  have  assessed  the  maturity   of  you  IT  processes  in  the  past  or  recently?  •  How  many  of  you  actually  know  your  current   maturity  level  for  your  IT  processes?  •  How  many  of  you  are  working  on  an   improvement  project  resul=ng  from  an  IT   maturity  assessment?  •  How  many  of  you  are  planning  to  reassess   your  IT  process  maturity  at  regular  intervals?   Copyright  ©  2012  ITpreneurs  
  22. 22. DRDC  –  The  organiza=on  !  DRDC  is  a  Canadian  Federal  Government   organiza=on  that  is  Canada’s  leader  in   defense  and  security  science  and  technology   (S&T)  in  an  ever–evolving  defense  and   security  environment.  !  They  have  chosen  TIPA  as  the  methodology   of  choice  for  conduc=ng  a  process  maturity   assessment  as  part  of  a  major  IT   transforma=on  project  to  improve  the   Agency’s  capability  to  bejer  support,   innovate,  and  react  to  IT  changes.   Copyright  ©  2012  ITpreneurs  
  23. 23. DRDC  Requirements  1.  Methodology  specific  for  ITIL®-­‐based  processes  2.  Determine  the  current  state  of  IT  infrastructure   and  processes  3.  Develop  a  future  state  of  IT  and  the  services  it   needs  to  provide  4.  Architect  a  roadmap  that  depicts  how  to  get  to   the  desired  state  from  the  current  one  5.  Determine  the  steps  needed  to  execute  the   roadmap  6.  Repeat  the  assessment  with  consistent  results   Copyright  ©  2012  ITpreneurs  
  24. 24. How  TIPA  helped  meet  DRDC’s  ini=al   requirements  1.  ITIL®-­‐based  –>  TIPA  was  built  specific  to  ITIL®  2.  Current  state  –>  Ques=onnaires    3.  Future  state  –>  Sponsor  /  Business   understanding  4.  A  roadmap  –>  SWOT  5.  Steps  to  execute  –>  Analysis  6.  Repeatable  &  Consistent  –>  PAM   Copyright  ©  2012  ITpreneurs  
  25. 25. How  TIPA  is  expected  to  meet  DRDC’s  short,   medium  and  long  term  requirements  !  Provided  the  vision  (direc=on)  and  roadmap  !  Offers  a  guide  on  the  exact  process   requirements,  expected  results,  inputs  and   outputs  (contribu8ng  to  be@er  process  integra8on)  !  Short  to  medium  term  -­‐  confirming  the   achievement  of  their  vision  !  In  the  longer  term,  TIPA  will  help   maintaining  the  alignment  to  the  vision  and/ or  contribute  to  adjust  the  vision  and  the   roadmap  to  con=nual  improvement   Copyright  ©  2012  ITpreneurs  
  26. 26. Case  Study  Conclusion  !  Provided  a  clear  view  of  the  current  situa=on    !  Focused  on  “what”  not  on  “how”  !  Facilitated  improvement  (Roadmap  aligned   to  the  business  vision  and  needs,  thus  more   focused  and  more  cost  efficient)  !  Reinforced  mo=va=on  to  set  up  ITIL®   processes  !  Proposed  a  clear  way  for  presen=ng  results:   Process  Profile,  Report,  and  Presenta=ons   Copyright  ©  2012  ITpreneurs  
  27. 27. WHY  TIPA?   Copyright  ©  2012  ITpreneurs  
  28. 28. Values  and  Benefits  of  TIPA   !   Offers  a  vendor-­‐neutral,  structured  and  repeatable              evaluaUon  method   For  end-­‐user   !   Enables  process  improvement  through  goal-­‐se;ng  &   organizaUons   where            objecUve  measurement  assessments  are   -­‐  Keeping  staff  moUvated  by  establishing  milestones   performed   -­‐  Improving  ROI  on  ITSM  projects   !   Allows  standardizaUon  to  compare  process-­‐maturity            with  other  organizaUons         !   Offers  a  turnkey  soluUon  for  a  solid  assessment     For  consultants  and  organizaUons              framework  and  supporUng  tools   who  perform   !   A  standard  for  process-­‐benchmarking  without  adopUng   assessments            a  compeUtor  framework     Copyright  ©  2012  ITpreneurs  
  29. 29. Other  TIPA  Projects  Dimension  Data   Fujitsu  Services  Oy  (Finland)   Has  used  TIPA  since  2007  Used  TIPA  in  4  of  their  5  global     !   Make  about  10  assessments  per  service  centers  around  the  world  for:   year  to  follow  different  projects  !   Benchmarking  &  iden=fica=on  of   !   Use  it  for  process  improvement  and   best  prac=ces   to  demonstrate  to  customers  that  !   Improving  processes   they  do  their  best  to  serve  them  CARRA  (Quebec,  Canada)   KVH  (Japan)  Used  TIPA  in  their  organiza=on  for:   Their  expecta=ons  were:  !   Benchmarking  &  iden=fica=on  of   !   Process  purposes  &  results  met   of  pain  points   !   Consistent  assessment  results  !   Iden=fica=on  of  the  areas  to   build  upon   !   Not  only  a  PASS  or  FAIL  !   Improving  processes   !   Global  standard  framework  !   Ini=a=ng  an  RFP  for   !   Possibility  to  benchmark  with   improvement  work   compe=tors   Copyright  ©  2012  ITpreneurs  
  30. 30. QUESTIONS  !   Steve  Tremblay,  President  !   Excelsa  Technologies  Consul=ng  Inc.  !   +1-­‐613-­‐699-­‐3005  !    !     Copyright  ©  2012  ITpreneurs  
  31. 31. ADDITIONAL  INFORMATION   Copyright  ©  2012  ITpreneurs  
  32. 32. More  Informa=on  !   Official  website:  !   Contact  Arjan  Woertman:    !   TIPA  reference  book  from  Van  Haren:  ITSM Process Assessment Suppor=ng ITIL®                  (available  at  hjp://  )  !   TIPA  is  an  ini=a=ve  of  Public  Research  Center  Henri  Tudor  in  Luxembourg                  (hjp://  !   TIPA  Training  and  Consul=ng  Services:     Copyright  ©  2012  ITpreneurs  
  33. 33. Appendix  1:  TIPA  Process  Assesment  Overview   Presenta=on   The   TIPA  Process   of  the   Assessment   Assessment   Assessment   Report   Results   Assessment     Experiencing   The  TIPA   The  Process   v/s  Audit   the  TIPA   Ra=ng  Scale   Profile   Ra=ng  Scale   Copyright  ©  2012  ITpreneurs  
  34. 34. Appendix  2:  TIPA  Ra=ng  Scale     –  During  an  assessment,  each  item  is  rated  as  “N,”  “P,”  “L,”   “F,”  or  “N.A.”   N   P   L   F   0%              15%  16%                                                  50%  51%                                                85%  86%                    100%   Not   ParUally   Largely   Fully   Achieved   Achieved   Achieved   Achieved     Copyright  ©  2012  ITpreneurs  
  35. 35. Appendix  3  –  Process  Profile   Level 1 Level 2 Level 3 Level 4 Performed Managed Established Predictable Process Performance Work Product Process Process Process Process Control Performance Management Management Definition Deployment Measurement ChangeManagement F L P P P Legend Rates “Fully” Not Assessed F   “Largely” Not Applicable N.A   L   Partially” Not” P   N   Level 1 Level 2 Level 3 Level 4 Level 5 Performed Managed Established Predictable Optimizing ChangeManagement Legend Level Achieved Level Not Achieved Not Assessed Copyright  ©  2012  ITpreneurs  
  36. 36.   Appendix  4:  Assessment  Report   Is  the  main  output  of  an  assessment  project.   Is  produced  during  the  Results  Presenta=on  Phase  of   a  TIPA  project.     Records  the  results  of  the  assessment  project.   Shows  the  Process  Profile  of  each  assessed  process.   The Assessment Report: Contains  the  SWOT  of  each  process.   Summarizes  the  Improvement  Recommenda=ons.   Copyright  ©  2012  ITpreneurs  
  37. 37. TIPA  Cer=fica=on   CerUfied TIPA  Lead  Assessor   Roles  in  a  TIPA  team    !   Is  the  project  manager  of  the  TIPA  assessment   conducUng  an  assessment     project  and  leads  the  team  of  ‘TIPA  Assessors  for   ITIL®’     TIPA  Lead  Assessor  !   Leads  the  project  from  the  selec=on  of  the   processes  to  be  assessed  to  the  presenta=on  of   the  assessment  results   CerUfied  TIPA  Assessor  for  ITIL®   !   Conducts  the  assessment  interviews     !   Rates  processes  according  to  the  ra=ng  sheets   provided  in  the  TIPA  Toolbox     TIPA  Assessor(s)   !   Analyses  the  results  to  draw  conclusions  on   process  maturity   Copyright  ©  2012  ITpreneurs  
  38. 38. TIPA  Membership  TIPA  membership  allows  individuals  and  organizaUons  to  become  part  of  a  global  network  of  TIPA  pracUUoners,  who  use  the  framework  commercially.  The  scheme  ensures  that  the  TIPA  governing  body  led  by  CRP  Henri  Tudor  addresses  the  needs  of  members  and  delivers  the  latest  TIPA  updates  to  them.         Professional  Members     For  cer=fied  TIPA  Assessors  and     Lead  Assessors  who  want  to   par=cipate  or  lead    assessments   OrganizaUons   TIPA  governing  body:         where  IT  Process   CRP  Henri  Tudor   OrganizaUonal  Members   assessments  are  performed   For  organiza=ons  that  offer   products  or  services  based  on  TIPA   commercially  (e.g.:  Consul=ng   firms,  IT  Service  Providers,  Sonware   development  firms).  Organiza=onal   members  may  employ  or  contract   TIPA  professional  members   Copyright  ©  2010  ITpreneurs  
  39. 39. Thank  you  for  ajending  this  session.      Don’t  forget  to  complete  the  evalua=on!     Copyright  ©  2012  ITpreneurs