ITSM Assessments

ITSM Assessment Services

TIPA : A Standards Based, Best Practice Assessment Methodology

TechnoLava has adopted the standards based Assessment Methodology, TIPA, which was developed by the Public Research Centre Henri Tudor in Luxembourg.  Based on ITIL Best Practices and the ISO/IEC 15504 framework, TIPA was conceived to assess ITSM processes in IT organizations of any size.

Tudor IT Service Management Process (TIPA) is the meeting between two standards:

• ITIL: the de facto standard in IT Service Management widely adopted around the world. TIPA may be used for assessing ITIL v2, ITIL v3 or ISO/IEC 20000 (IT Service Management standard) processes.

• ISO/IEC 15504 Information technology – Process assessment: An international standard in process assessment mostly known in software process improvement (SPICE – Software Process Improvement and Capability dEtermination), but applicable to any process in any field of activity.  This standard will gain momentum with the integration of an assessment model (grid) for the ISO 20000.

The TIPA methodology follows the concepts of standard process assessment as described in ISO/IEC 15504 and applies them to the specific domain of IT service management – ITSM SPICE.

The TIPA Methodology allows TechnoLava to offer a comprehensive set of assessment services that help you articulate your current state of ITSM readiness. Each can be offered at various levels of detail so that our clients can get the level of information they need at the price they need.

ITSM Maturity Assessment

The ITSM Maturity Assessment is an assessment of the customer’s capability and maturity in IT Service Management. The assessment findings articulate performance findings for each process / function within IT Service Management (as defined by ITIL v3). Priorities and high-level recommendations for improvement planning are also provided with the findings within the detailed report. The scope (and the related cost) of the assessment can vary based on the level of detail requested in the assessment engagement.

ITSM Readiness Assessment

The ITSM Readiness Assessment is an assessment of the customer’s readiness to define and implement IT Service Management to ensure that barriers to success are identified and addressed. The assessment findings articulate risk and capability in key performance indicators of readiness, such as tools platform, competencies, roles, culture, etc. Priorities and high-level recommendations are also provided with the findings within the detailed report. The scope (and the related cost) of the assessment can vary based on the level of detail requested in the assessment engagement.

ISO/IEC 20000 Compliance Assessment

The ISO20000 assessment is designed to examine and measure the compliance to ISO/IEC 20000 within the organization, and to identify areas of non-compliance where further work needs to be carried out in readiness for the ISO/IEC 20000 Certification. Depending on the type of assessment, the deliverables may include:

• The production of an Executive Summary report

• An ISO20000 Compliance score that can be used as a baseline

• Details of non-conformities

• Identification of recommendations

• A route map for moving forward to achieve ISO20000

• A presentation of the review findings

Upon completion of the engagement, each client receives a concrete plan that details specific steps that begin moving the organization toward improving all IT processes in alignment with ITIL best practices. This includes educating and training staff, leveraging installed technology to support baseline ITIL operations and identifying and utilizing 'low-hanging fruit' or process improvements that will drive immediate return on investment (ROI).