The document discusses Tudor's IT Service Management (ITSM) Process Assessment (TIPA) framework. TIPA provides an open and standardized approach for assessing ITSM processes based on international standards like ISO/IEC 15504. It includes a process reference model, process assessment model, and toolbox to support the assessment. TIPA assessments follow a defined process and provide ratings of process maturity to help organizations improve their ITSM practices. Several organizations have used TIPA to assess their ITSM processes and support continuous service innovation.

1. TIPA ® How to build new and successful services from standards Alain Renault

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

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

16. Assessment of ITSM processes

19. Innovation chain Source: Absil et al, 2008

22. Thank you for your attention A n y q u e s t i o n ? [email_address]