Alain Renault - CRP Henri Tudor
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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.
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Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
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Alain Renault - CRP Henri Tudor
- 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]
Editor's Notes
- http://www.openinnovation.eu/ http://www.openinnovation.eu/openinnovatie.php http://en.wikipedia.org/wiki/Open_innovation
- 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