Barafort / Betry / Cortina ITSM Process Assessment Supporting ITIL (TIPA)

1. Auflage 2009
ISBN: 978-90-8753-566-7
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 234 Seiten

Reihe: Best Practice

The key to any successful IT Service Management solution are strong, clear processes that are fit for purpose. The continual cycle of service improvements must therefore look at the existing processes and assess how effective they are within changing business requirements.

This innovative title not only looks at this fundamental process assessment, it does it using the key ISO/IEC standard in this area. In brief, this title explains the meeting between two standards:

ITIL: the de facto standard in IT Service Management.

ISO/IEC 15504 Information technology - Process assessment

Readers can therefore be confident of a strong, well-thought out and solid approach which will help identify:

The concepts of process assessment and process maturity

How to plan and perform a process assessment

How to use the approach

How to launch an improvement process starting with an assessment project



Because it focuses on 10 key processes the TIPA framework can be applied with equal success to ITILv2, ITIL v3 or to the ISO/IEC 20000. This manual will also convey valuable information for understanding the roles and differences between: process assessment, traditional conformity assessment, audit and self-assessment suite. Finally, it is illustrated with real-life case studies, which highlight what should be done and what should be avoided. The reader will thus learn process assessment based on genuine experiences.

Autoren/Hrsg.

Barafort, Beatrix

Betry, Valerie

Cortina, Stephane

Picard, Michel

Renault, Alain

St-Jean, Marc

Valdes, Omar

Omar,

Inhaltsverzeichnis

1;Foreword;6
2;About the authors;9
3;Acknowledgements;10
4;Chapter 1 Introduction;14
4.1;1.1 Why reliable IT processes are critically important;14
4.2;1.2 Why is it important to assess and improve your IT process?;15
4.3;1.3 About this guide;16
4.4;1.4 About Tudor IT Service Management Process Assessment (TIPA);16
4.5;1.5 Structure of this guide;17
5;Chapter 2 Basic concepts: process assessment;20
5.1;2.1 Background;20
5.2;2.2 Reference process and models;22
5.3;2.3 Process maturity;29
5.4;2.4 Assessment of process maturity;38
6;Chapter 3 TIPA: Assessment of IT Service Management processes;44
6.1;3.1 TIPA interface to standards and best practices;45
6.2;3.2 IT Service Management best practices;46
6.3;3.3 ISO/IEC 20000 series;51
6.4;3.4 Assessment of IT Service Management activities;53
6.5;3.5 IT Service Management PAM for assessment;56
6.6;3.6 Costs and benefits of a TIPA assessment;60
6.7;3.7 TIPA: Framework for IT Service Management assessment;63
7;Chapter 4 TIPA method step by step;102
7.1;4.1 Introduction;102
7.2;4.2 Key success factors;103
7.3;4.3 Overview of the phases of a TIPA assessment project;105
7.4;4.4 Definition Phase (DEF);108
7.5;4.5 Preparation Phase (PREP);121
7.6;4.6 Assessment Phase (ASMT);133
7.7;4.7 Analysis Phase (ANA);147
7.8;4.8 Results Presentation Phase (RES);154
7.9;4.9 Assessment Closure Phase (CLO);163
7.10;4.10 Starting the improvement cycle;170
8;Chapter 5 Case studies;174
8.1;5.1 Introduction;174
8.2;5.2 Case study 1: Dimension Data;175
8.3;5.3 Case study: Sogeti;193
8.4;5.4 Case study: Fujitsu Services Oy;205
8.5;5.5 Conclusions and lessons learned;212
9;Glossary;214
9.1;6.1 Acronyms;214
9.2;6.2 Definitions;215
10;References;228
10.1;7.1 TIPA’s related publications;228
10.2;7.2 Books;228
10.3;7.3 International standards;229
10.4;7.4 Other publications;230
10.5;7.5 Websites;230