IT Process Transformation
Moving From Managing Technology to Empowering Business
One of the great transformations happening today in businesses is within IT.
Businesses becomes more and more customer centric,
IT becomes necessary and intertwined in supporting increasingly complex ecosystems of people, processes, and technology.
The push for more technology services increases excessfully to innovations in services automation,
remote storage and the availability of SaaS solutions for managing services.
As these innovations have become growing and growing to the business,
IT has been proactive in evaluating fit and driving adoption while continuing to make sure that technology within the business operates without interruption.
To meet this expectation,
IT organizations have begun adopting a mindset of service management. Despite having embraced the idea, they struggle with the change.
Using TIPA to Assess and Improve ITSM Processes
Prepared by: Martin Cross, General Manager, MCS Associates
How are you going to evaluate ITIL and answer these questions?
While standards give you a precise way of controlling achievements towards the specified requirements,
with a certificate to prove it, frameworks give you a series of recommendations without any obligation of achievement. Moreover,
ITIL provides good practice through processes hosted in a lifecycle, yet provides no procedures on how to implement these practices.
In other words each business needs to find its own recipe for success. In this context, it is rather difficult to benchmark ITIL and control the achievements.
This is exactly what TIPA does, provide a precise structured approach that will allow clear understanding of the levels of maturity achieved in ITIL.
So, let's see how this is done.
Maturity and ISO-15504
Part of the description of the standard are the different maturity levels.
Each maturity level provides a base for the next level, in such a way that the maturity improvements can be done on a step-by-step basis with clear definitions of what to achieve at each level.
The maturity model is as follows:
Each level represents a predefined set of achievements.
Level 0 and Level 1 measure the extent to which the implemented process is capable of achieving its predefined outcomes.
Based on the activities of the process (base practices), as well as its inputs and outputs.
Level 2 and upward measure the capability of the process to achieve the predefined level outcome and are based on generic practices that are common to every process.
To achieve a level, it must be largely realized and all previous levels must be fully realized. This will provide a
specific profile of the maturity of the process. The reference model is standardized in such a way that any
process described in the Process Reference Model can always be measured in the same way, independent
of the organization or assessor. In this way, different organizations can obtain a clear view of their situation
and can compare themselves with other organizations that have realized a maturity assessment. The maturity
level achieved is presented in a standardized way, that allow comparisons as well.
TIPA assessment can give you an indication of the status of the implemented processes:
- - Prepare a structured approach for improvement.
- - As a reference to achieve a specific maturity level.
- - Prepare for a standard certification like ISO20000.
- - As means of control of the capability of a service provider.
- - Demonstrate a capability in service management to the customers.
- - As a benchmark to understand the situation compared to its competitors.