Using a Process Assessment Model to prepare for an ISO/IEC 20000-1 certification:ISO/IEC 15504-8 or TIPA for ITIL ?

michel.picard@list.lu

European & Asian System, Software & Service Process Improvement & Innovation

• TIPA for ITIL

• The market question

• ISO/IEC 15504-8

• Models analysis

• Conclusion

Agenda

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What is TIPA ?

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TIPA Process Asst Method

TIPA framework

TIPA Process Models (PAMs)

ISO/IEC 15504 Assessment Approach

TIPA Assessment

Process

TIPA Guidance

TIPA framework

TIPA Process Models (PAMs)

ISO/IEC 15504 Assessment Approach

TIPAAssessment

Process

TIPAGuidance

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Process assessment method• Standard-based• Objective• Repeatable• Trustful

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ISO/IEC 15504 Assessment Approach

What is required to doprocess assessment

TIPA framework

How to perform process assessment

TIPA Assessment Process+

Guidance

TIPA Process Models (PAMs)

What is TIPA ?TIPA

framework

ISO/IEC 15504 Assessment Approach

ASSESSMENT PROCESSPlanning

Data collectionAnalysis & rating

Reporting

ASSESSMENT PROCESSPlanning

Data collectionAnalysis & rating

Reporting

Measurement Framework- Capability Level- Process Attributes- Rating scale

Measurement Framework- Capability Level- Process Attributes- Rating scale

Process Assessment Model- Scope- Process Purpose & outcomes- Process Indicators- Process attributes- ...

Process Assessment Model- Scope- Process Purpose & outcomes- Process Indicators- Process attributes- ...

Roles & Responsibilities- Sponsor- Competent assessor- Assessor(s)

Roles & Responsibilities- Sponsor- Competent assessor- Assessor(s)

Output- Date- Assessment input- Identification of evidence- Assessment process used- Process profiles- Additional information

Output- Date- Assessment input- Identification of evidence- Assessment process used- Process profiles- Additional information

Initial input- Purpose- Scope- Constraints- Identities- Approach- Assessor competence criteria

- Additional information

Initial input- Purpose- Scope- Constraints- Identities- Approach- Assessor competence criteria

- Additional information

TIPA Process Models (PAMs)

TIPAAssessment

Process

TIPAGuidance

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TIPA framework

How to perform process assessment

TIPA Process Models (PAMs)TIPA PAM for ITIL

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TIPA Assessment Process+

Guidance

What is TIPA for ITIL?

ASSESSMENT PROCESSPlanning

Data collectionAnalysis & rating

Reporting

ASSESSMENT PROCESSPlanning

Data collectionAnalysis & rating

Reporting

Measurement Framework- Capability Level- Process Attributes- Rating scale

Measurement Framework- Capability Level- Process Attributes- Rating scale

Process Assessment Model- Scope- Process Purpose & outcomes- Process Indicators- Process attributes- ...

Process Assessment Model- Scope- Process Purpose & outcomes- Process Indicators- Process attributes- ...

Roles & Responsibilities- Sponsor- Competent assessor- Assessor(s)

Roles & Responsibilities- Sponsor- Competent assessor- Assessor(s)

Output- Date- Assessment input- Identification of evidence- Assessment process used- Process profiles- Additional information

Output- Date- Assessment input- Identification of evidence- Assessment process used- Process profiles- Additional information

Initial input- Purpose- Scope- Constraints- Identities- Approach- Assessor competence criteria

- Additional information

Initial input- Purpose- Scope- Constraints- Identities- Approach- Assessor competence criteria

- Additional information

TIPA for ITIL®

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for ITIL

What model will best support ISO/IEC 20000 certification?

QUESTION FROM THE MARKET

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What is the requirements coverage of each model?

What are the strengths and weaknesses of each model

“In a context of ISO/IEC 20000 certification, is ISO/IEC 15504-8 or TIPA for ITIL PAM the most relevant?”

• “An exemplar assessment model for IT service management”

• Enables to assess ISO/IEC 20000-1 processes according to the requirements of ISO/IEC 15504-2

• ISO/IEC 20000-1

• A set of requirements about the design, transition, delivery and improvement of IT services

• A Management SystemStandard (MSS)

• All requirements have to befulfilled to get certification

ISO/IEC 15504-8

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• The source documents

• The models structures

• The vocabulary used

• The techniques used to design and build the models

• The coverage rate against ISO/IEC 20000-1 requirements

Model comparison: 5 criteria

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• ISO/IEC 15504-8 PAM• ISO/IEC 20000-1: 2011 – Service management – Part 1: Service management system

requirements (±25 pages)

• ISO/IEC TR 20000-4: 2010 – Service management - Part 4: Process Reference Model(±11 pages)

• TIPA for ITIL PAM• ITIL 2011 best practices library: process-related chapters (±500 pages)

Criteria 1: The source documents

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Criteria 2: The model structures

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ISO/IEC 15504-8 PAM- 28 processes- 6 process groups

TIPA for ITIL PAM- 26 processes- 5 process groups

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~ : partial overlap

• ISO/IEC 15504-8 PAM• Typical ISO wording used in the ISO/IEC 20000-1 requirements, and more generally in all

MSSs

• Possible misunderstanding for ITSM organizations not familiar with ISO standards

• Prevent concept gaps in ISO/IEC 20000-1 requirement fulfilment

• TIPA for ITIL PAM• Specific ITIL wording

• Better alignment with vocabulary (and practices) used within the ITSM organizations

• Possible gaps with the ISO/IEC 20000-1 requirements

Criteria 3: The vocabulary used

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• ISO/IEC 15504-8 PAM• Each requirement from ISO/IEC 20000-1 is translated as a capability level 1 indicator

• Relocation of a business-related requirement (e.g. Capacity plan maintenance) into the scope of the Information Item Management process

• Provides an explicit mapping from the relevant element of the models […] to the relevant process attributes of the measurement framework• Annex C of ISO/IEC 15504-8

• Each base practice is linked to only one process outcome• A simple heritage between this outcome and the set of related requirements.

• TIPA for ITIL PAM• Goal Oriented Requirements Engineering technique• Traceability between assessment indicators (BPs and WPs)

and ITIL best practices• Multiple links between one practice and several outcomes

Criteria 4: The techniques used to design and build the models

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• ISO/IEC 15504-8 PAM• Full coverage of the ISO/IEC 20000-1 requirements (100%)

• TIPA for ITIL PAM• Coverage rate analysis based on:

• ISO/IEC 20000-11: 2015 - Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL®

• Our ISO/IEC 20000-1 requirements list built for designing our maturity model (419 reqs)

• Coverage rate: 67% of ISO/IEC 20000-1 requirements

• Most of uncovered requirements are related to Management System processes • 22 requirements related to ITSM processes are still orphan (mainly related to the Change,

Release, and Configuration management processes)

Criteria 5: The coverage rate against ISO/IEC 20000-1 requirements

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• ISO/IEC 15504-8 is de facto the most appropriate tool to prepare for an ISO/EC 20000-1 certification

• The transfer of some business-related process activities towards non business (MS) processes can make it difficult to assess those processes• Example: procedure for recording, classifying, assessing … requests for Change

included in SMS.8 Establishment and Maintenance process

• TIPA for ITIL PAM is more easily understandable by ITSM practitioners and assessors

• The Service Management System requirements limits the coverage rate of the TIPA for ITIL PAM• Combined use of TIPA for ITIL PAM with process descriptions based on the Annex

SL from the ISO directive will increase the coverage rate to 95%.• The last orphan requirements require to slightly review some process descriptions of

the TIPA for ITIL PAM.

Models strengths and weaknesses

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• ISO/IEC 15504-8 and TIPA for ITIL models are both useful but fulfil different organizational goals:• The ISO/IEC 15504-8 PAM is the best candidate to prepare an ISO/IEC 20000-1

certification due to its close alignment with the targeted requirements • The TIPA for ITIL PAM makes its usage very appropriate to support ITSM

implementation and improvement initiatives due to its ITSM practitioner orientation

• Coming tool: TIPA Gap analysis • Main goal = quickly determines the coverage rate of an organization against a

specific set of elementary requirements (e.g. ISO/IEC 20000-1) • Structured by a set of topics• Create links between requirements and a process set (e.g. process map of a PAM)

Conclusion and perspective

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Questions & Answers

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Thank you for your attention

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ISO/IEC 20000-1 Requirements not covered

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