TIPA Process Assessments

2013 ◽  
Vol 4 (4) ◽  
pp. 1-18
Author(s):  
Stéphane Cortina ◽  
Alain Renault ◽  
Michel Picard
Keyword(s):  
Service Management ◽  
Process Assessment ◽  
It Service Management ◽  
It Services ◽  
Business Value Of It ◽  
It Service ◽  
The Future ◽  
It Organization ◽  
Value Of It

The goal of this paper is to present how the Tudor's IT Process Assessment (TIPA®) framework can be used to assess and improve the maturity of IT Service Management (ITSM) processes, and how its usage can increase the business value of IT services. This paper starts with a presentation of the current and of the future process assessment standards. Then, it explains how the authors of this paper have applied the ISO/IEC 15504 standard to the field of IT Service Management to create the TIPA framework. The paper also presents how assessing and improving the maturity of ITSM processes can, under certain conditions, impact the quality of the services provided by an IT organization and consequently the value these IT services bring to the business. Finally, the paper finishes by depicting the current situation as well as the future of the TIPA framework.

IT Service Personnel

2011 ◽  
pp. 183-192
Author(s):  
Aileen Cater-Steel
Keyword(s):  
Customer Service ◽  
Best Practice ◽  
Service Management ◽  
It Service Management ◽  
It Services ◽  
Service Excellence ◽  
It Service ◽  
Service Oriented ◽  
Effective Service

IT service management best practice frameworks such as the IT Infrastructure Library® (ITIL®) aim to improve the quality of service to customers. This study reports on recent surveys and case studies of organizations which have embarked on IT service management improvement. It highlights specific difficulties experienced by organizations in changing the orientation of staff to customer service rather than technology. Six factors were found to be critical in achieving an effective service-oriented philosophy. The factors are support from senior management; the threat or opportunity to outsource IT services; integration of processes to provide end-to-end service; involvement of business stakeholders; culture change of IT staff to service excellence; and the redesign of processes prior to investing in tools.

Process Assessment as a Means to Improve Quality in IT Services

2011 ◽  
pp. 168-191
Author(s):  
Stéphane Cortina ◽  
Michel Picard ◽  
Omar Valdés Solórzano ◽  
Alain Renault
Keyword(s):  
Service Management ◽  
Process Assessment ◽  
Improve Quality ◽  
It Services ◽  
Assessment Framework ◽  
Standard Process ◽  
It Service ◽  
The Impact ◽  
Generic Process

The main objective of this chapter is to present how a formal and standard process assessment - thanks to its repeatable approach and its comparable results - can be an invaluable contribution for improving the IT services in a continual way. This chapter introduces ISO/IEC 15504, the international standard for process assessment. As a generic process assessment framework, ISO/IEC 15504 can be used for determining the capability of processes of any domain. The authors of this chapter have applied this framework in the field of IT Service Management. Their works (described below) have enabled to develop the TIPA® methodology, based on ITIL® version 2. The chapter then discusses the impact that assessments can have on the quality of the assessed processes and, as a consequence, on the services supported by these processes. The chapter finishes by presenting an example of the results and the lessons learnt as perceived by adopters of TIPA.

scholarly journals IT Service Management System Measurement using ISO20000-1 and ISO15504-8: Developing a Solution-Mediated Process Assessment Tool to Enable Transparent and SMS Process Assessment

2018 ◽  
Vol 8 (5) ◽  
pp. 4023 ◽  
Author(s):  
Imam Asrowardi ◽  
Septafiansyah Dwi Putra ◽  
Eko Subyantoro ◽  
Norzaidi Haji Mohd Daud
Keyword(s):  
Information Technology ◽  
Business Strategy ◽  
Service Management ◽  
Assessment Tool ◽  
Process Assessment ◽  
It Service Management ◽  
It Services ◽  
Communication Infrastructure ◽  
Science Field ◽  
It Service

Information technology is about not only hardware, software, communication infrastructure and communication infrastructure but also how to manage services. Information technology plays an increasingly important role in developing the structure and functions of public and private sectors. Service measurement plays an important role in IT service management (ITSM) that is one of the subfields of Services Computing science. ITSM is a big part of service science, a science field that combines computer science, operation research engineering, business strategy, management science, and organizational theory. Performance measurement from each of IT services is absolutely needed and is important in the continuous development of ITSM. These research provide good technical knowledge about the measuring ITSM with some requirements. In this paper we suggest the metrics in each service processes enables organizations to predict a direction for active process enhancement and to identify if the goal of process can achieve. This objective process metrics based on ISO/IEC 15504-8 and PRM ISO/IEC 20000-4 refinement. The output of this research, in the form of metrics and tools for any type organizational use.

IT Services Departments Struggle to Adopt a Service-Oriented Philosophy

2010 ◽  
pp. 1447-1455 ◽  
Author(s):  
Aileen Cater-Steel
Keyword(s):  
Best Practice ◽  
Service Management ◽  
It Service Management ◽  
It Services ◽  
Service Excellence ◽  
It Service ◽  
Service Oriented ◽  
Service Departments ◽  
Effective Service

Many IT service departments are adopting IT service management best practice frameworks such as the IT Infrastructure Library (ITIL) to improve the quality of service to customers. This study reports on recent surveys and case studies of organizations which have embarked on IT service management improvement. It highlights specific difficulties experienced by organizations. Six factors were found to be critical in achieving an effective service-oriented philosophy. The factors are support from senior management; the threat or opportunity to outsource IT services; integration of processes to provide end-to-end service; involvement of business stakeholders; culture change of IT staff to service excellence; and the redesign of processes prior to investing in tools. Emergent IT service frameworks such as ISO/IEC 20000, and the CMMI® for Service Delivery are discussed.

scholarly journals An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices

Information ◽  
2021 ◽  
Vol 12 (3) ◽  
pp. 111
Author(s):  
João Serrano ◽  
João Faustino ◽  
Daniel Adriano ◽  
Rúben Pereira ◽  
Miguel Mira da Silva
Keyword(s):  
Information Technology ◽  
Life Cycle ◽  
Literature Review ◽  
Service Provider ◽  
Service Management ◽  
It Service Management ◽  
It Services ◽  
It Service ◽  
Support Organizations ◽  
Management Literature

Information technology (IT) service management is considered a collection of frameworks that support organizations managing services. The implementation of these kinds of frameworks is constantly increasing in the IT service provider domain. The main objective is to define and manage IT services through its life cycle. However, from observing the literature, scarcely any research exists describing the main concepts of ITSM. Many organizations still struggle in several contexts in this domain, mainly during implementation. This research aims to develop a reference study detailing the main concepts related with ITSM. Thus, a systematic literature review is performed. In total, 47 articles were selected from top journals and conferences. The benefits, challenges, opportunities, and practices for ITSM implementation were extracted, critically analysed, and then discussed.

scholarly journals Towards the Control and Prevention of Waste in IT Service Operation Using Fuzzy Logic: Focus in Incident Management Process

2020 ◽  
Vol 27 (3) ◽  
pp. 45-56
Author(s):  
Wadie Berrahal ◽  
Rabia Marghoubi ◽  
Zineb El Akkaoui
Keyword(s):  
Fuzzy Logic ◽  
Service Management ◽  
Incident Management ◽  
Management Process ◽  
It Service Management ◽  
It Services ◽  
Technology Infrastructure ◽  
It Service ◽  
Control And Prevention ◽  
It Operations

All production lines are continuously confronted with the phenomenon of waste, especially in IT operations. A waste is assessed in terms of the required resources and the cost employed to solve the problem behind it. Eliminating the waste in daily operations is essential to improve IT service management. This article aims to provide an estimation of the level of potential waste, where waste generation trends are provoked by the activities of IT service management processes. We are going to focus particularly on the possibility of applying a Lean improvement process to IT services processes when using fuzzy logic method. We specifically demonstrate our contribution through the application of fuzzy analysis to the incident management process. This approach also aims at developing a theoretical and pragmatic model and promoting the knowledge of IT experts. In order to make our framework as generic as possible, concepts of IT operations, including the incident management, are inspired by the Information Technology Infrastructure Library (ITIL), the most prominent framework for IT service governance according to the current literature.

A Business Motivation Model for IT Service Management

2014 ◽  
Vol 5 (1) ◽  
pp. 83-107 ◽  
Author(s):  
Marco Vicente ◽  
Nelson Gama ◽  
Miguel Mira da Silva
Keyword(s):  
Best Practices ◽  
Service Management ◽  
Enterprise Architecture ◽  
The Other ◽  
It Service Management ◽  
It Services ◽  
It Service ◽  
Definition Of ◽  
Motivation Model

The Enterprise Architecture (EA) approach usually considers a set of motivational concepts that are used to model the reasons and motivations that underlie the design and change of organizations, which corresponds to their Business Motivation Model (BMM). Likewise, this BMM is also present in organizations that provide IT services. However, although ITIL has become a standard for performing IT Service Management (ITSM), there is not one holistic solution to integrate EA and ITIL. Therefore, we propose to join both approaches through the definition of a specific Enterprise Architecture to design organizations according to ITIL's best practices to perform ITSM. Thus, this paper's goal is twofold: on one hand to establish that architecture's motivation model, and, on the other, to contribute for a formal identification and representation of the ITIL business motivation model itself.

Change Management and Devops: Back to the Future

ITNOW ◽  
2019 ◽  
Vol 61 (3) ◽  
pp. 60-61
Author(s):  
Tracey Torble
Keyword(s):  
Change Management ◽  
Service Management ◽  
It Service Management ◽  
It Service ◽  
Management Consultant ◽  
The Future

Abstract Tracey Torble, IT service management consultant and author of Change Manager (a BCS publication) considers the role of change management in an agile world

scholarly journals proposal of the Information Architecture positioning in the management of the TI services

2011 ◽  
Vol 5 (1) ◽  
pp. 50-55
Author(s):  
Maurício Rocha Lyra ◽  
Claudio Gottschalg Duque
Keyword(s):  
Decision Making ◽  
Information Technology ◽  
Best Practices ◽  
Service Management ◽  
Information Architecture ◽  
It Service Management ◽  
It Services ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
It Service

The Information Technology Infrastructure Library (ITIL) provides a framework of best practices for managing of the information technology (IT) services. In the framework of this study it is clear that it does not have space in your body for information architecture. One of the goals information architecture to organize information for decision making, how can this be out of context? The proposed positioning of this paper presents evidence that the perception that the concepts of information architecture are present on the needs of IT service management. This proposal will encourage the union of bodies of knowledge thereby facilitating the creation of strategy and design services.

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