Fusion2012 DRDC case study

1. Session 308: Process Maturity Assessments Done Right

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 ® Info@excelsatech.com, +1-‐613-‐699-‐3005 Copyright © 2011 ITpreneurs

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

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. 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

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

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

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

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. 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

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

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

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. 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. 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. 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. 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. 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

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. 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

32. More Informa=on !   Oﬃcial website: www.=paonline.org !   Contact Arjan Woertman: arjan.woertman@itpreneurs.com !   TIPA reference book from Van Haren: ITSM Process Assessment Suppor=ng ITIL® (available at hjp://bit.ly/hx6t9g ) !   TIPA is an ini=a=ve of Public Research Center Henri Tudor in Luxembourg (hjp://www.tudor.lu) !   TIPA Training and Consul=ng Services: www.excelsatech.com Copyright © 2012 ITpreneurs

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. 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. 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. 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. 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. 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

Fusion2012 DRDC case study

ITプレナーズ マーケティングチーム

Fusion2012 DRDC case study

ITプレナーズマーケティングチーム