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. ¿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,)
