A decision support tool to define scope in IT service management process assessment and improvement
DESRIST'13 Proceedings of the 8th international conference on Design Science at the Intersection of Physical and Virtual Design
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Use TIPA to assess and improve your processes with ISO15504 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 fundamental process assessment, it also explains the meeting between two standards: ITIL: the de facto standard in IT Service Management. ISO/IEC 15504 Information technology - Process assessment Developed by CRP Henri Tudor (Public Research Centre in Luxembourg) over 7 years, this manual focuses on 10 key processes the TIPA framework can be applied with equal success to ITILv2, ITIL v3 or to the ISO/IEC 20000, 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.