Using TIPA to Assess and Improve your Processes with ISO 15504 and Prepare for ISO 20000 Certification 

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.

Endorsements

‘The framework supports the implementation of processes described in ITIL and ISO/IEC 20000, and provides an approach for evaluating their effectiveness…. We welcome it as a comprehensive package consistent with and supportive of the aims of the international Standard.’

- Book Foreword by Terry Rout (Software Quality Institute) and Alec Dorling (InterSPICE ltd)

‘The itSMF chapter in Luxembourg is supporting TIPA’s methodology and actively participated to its creation and evolution.  We are convinced that using the ITIL Framework Best Practices, structuring the processes according to the ISO/IEC 15504 standard, and making the TIPA process models available is an added value to the market.

 - Book Foreword by Sylvie Prime (President of ItSMF Luxembourg)

‘I personally found the book to be very instructive and provided an easy understanding behind TIPA.

- Steve Tremblay Excelsatech

‘The book is outstanding reading for anyone considering an ITSM Maturity or ISO/IEC 20000 Readiness Assessment.

- John Clipp, Technolava

This book is not only good support to deliver IT Process Assessments, but it also provides advice to get valuable feed-back (for) building the CSI register.

- Francis Ronez, Aerial