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 following diagram (Figure 3.4) represents the scenario of a single incident and depicts some interactions and the main ... Service Level Management is the process responsible for negotiating Service Level Agreements, and ensuring that anbsp;...
|Title||:||ITSM Process Assessment Supporting ITIL (TIPA)|
|Author||:||Beatrix Barafort, Valerie Betry, Stephane Cortina, Michel Picard, Alain Renault, Marc St-Jean, Omar Valdes|
|Publisher||:||Van Haren - 2009-12-12|