ITSM Process Assessment Supporting ITIL (TIPA) (eBook)

Beatrix Barafort (Autor)

eBook Download: PDF

2009
232 Seiten
van Haren Publishing (Verlag)
978-90-8753-566-7 (ISBN)

Infos

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 assessmentReaders 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. About IT Service Management Process Assessment (TIPA) The TIPA framework

Inhalt

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

Produkt-Details

• Erscheint lt. Verlag: 12.12.2009
• Reihe/Serie: Best Practice
• Verlagsort: Zaltbommel
• Sprache: englisch
• Themenwelt: Informatik ► Weitere Themen ► Zertifizierung
• Themenwelt: Sozialwissenschaften ► Pädagogik
• ISBN-10: 90-8753-566-X / 908753566X
• ISBN-13: 978-90-8753-566-7 / 9789087535667