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 so using the key ISO/IEC standard in this area. In brief, it explains how to use the TIPA framework to bring together ITIL and ISO/IEC 15504.
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 ten key processes the TIPA framework can be applied with equal success to ITILv2, ITIL v3 or to ISO/IEC 20000. The book also offers valuable information about the roles of 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.
£38.00
Price for an itSMF member:
£32.30
