The document summarizes a presentation on conducting process maturity assessments the right way using the TIPA framework. It begins with an overview of the history and importance of process evaluations. It then discusses the ISO/IEC 15504 standard for process assessments and how TIPA maps IT processes to its maturity levels. The presentation uses a case study of a TIPA assessment at a government organization to drive IT transformation.

1. Session
308:
Process
Maturity
Assessments
Done
Right

2. Ge;ng
ITIL®
Process
Maturity
Assessment
done
right
! Using
TIPA
to
drive
IT
transforma=on
at
a
Government
Organiza=on
(v1.1)
Presenter:
Steve
Tremblay,
PMP,
CGEIT,
ITIL
Master,
ISO/IEC
20000
&
27002,
TIPA
Lead
Assessor
®
Info@excelsatech.com,
+1-­‐613-­‐699-­‐3005
Copyright
©
2011
ITpreneurs

3. Agenda
! History
of
Process
Evalua=on
–
Quality
of
Service
! ISO/IEC
15504
–
Process
Evalua=on
Standard
! ITIL®
Process
Maturity
Evalua=on
with
TIPA
! Case
Study
–
DRDC
TIPA
Maturity
Assessment
! Why
TIPA
ITIL®
is
a
registered
Trademark
of
the
Office
of
Government
Commerce
in
the
United
Kingdom
and
other
countries.
TIPA®
is
an
ini=a=ve
of
the
Centre
de
Recherche
Public
Henri
Tudor.
Copyright
©
2012
ITpreneurs

4. Quality
in
Service
HISTORY
OF
PROCESS
EVALUATION
Copyright
©
2012
ITpreneurs

5. Quality
Q Right
People
Mutually
« Quality in a product
Competent,
beneficial
or service is not what
aware
&
supplier
Process
the supplier puts in. It
trained
rela=onship
approach
is what the customer
gets out and is willing
Strategy
and
Assessment
to pay for. »
Planning
of
results
Quality – Peter Drucker
(approach
to
decision
making)
Con=nual
Senior
Improvement
Management
Buy-­‐In
Customer
Requirements
Good
focus
for
Quality
communica=on
Service Product
Copyright
©
2012
ITpreneurs

6. What
is
Quality
and
Quality
of
Service?
! A
service
is
provided
by
the
interac=on
of
the
service
provider
with
customers
and
users:
– Quality
of
service
depends
on
this
interac=on
! Service
quality
is
an
assessment
of
the
ability
to
meet
the
explicit
needs
and
implicit
requirements
of
customers
or
users:
– Explicit
needs:
they
are
expressed
by
the
user
or
iden=fied
by
the
provider
– Implicit
requirements:
they
are
regulatory,
ethical,
security,
economic,
technical
and
interpersonal
skills
! The
service
provider
should
con=nually
assess
the
performance
of
the
service
and
what
the
client
expects
for
the
future
– The
customer
percep=on
of
service
quality
may
vary
over
=me
"Service
quality
is
a
measure
that
indicates
the
total
effect
of
the
execu8on
of
the
service
that
determines
the
degree
of
sa8sfac8on
of
a
beneficiary.
The
measurement
results
from
the
resource
capacity
to
offer
different
levels
of
service.
The
Copyright
©
2010
ITpreneurs
measure
may
be
quan8ta8ve
and
qualita8ve.
“
Sources: AFNOR ISO 8402

7. Quality
Management
System
Strategy
Tools
Policies
People
Objec=ves
Processes
Copyright
©
2012
ITpreneurs

8. Why
assessing
processes?
! Assessment
as
part
of
an
improvement
process
– Arrange
results
on
a
ra=ng
scale
– "Bojom-­‐up"
Approach
– Voluntary
and
par=cipatory
– Research
strengths
and
opportuni=es,
weaknesses
and
threats
– Iden=fica=on
of
recommenda=ons
– Founda=on
to
ini=ate
an
improvement
program
Copyright
©
2012
ITpreneurs

9. ISO/IEC
15504
PROCESS
EVALUATION
STANDARD
Copyright
©
2012
ITpreneurs

10. ISO/IEC
15504
! ISO/IEC
15504
is
the
reference
model
for
the
maturity
models
(consis=ng
of
capability
levels
which
in
turn
consist
of
the
process
ajributes
and
further
consist
of
generic
prac=ces)
against
which
the
assessors
can
place
the
evidence
that
they
collect
during
their
assessment,
so
that
the
assessors
can
give
an
overall
determina=on
of
the
organiza=on's
capabili=es
for
delivering
products
(sonware,
systems,
and
IT
services).
Copyright
©
2012
ITpreneurs

11. Process
Reference
Model
and
Process
Assessment
Model
in
ISO/IEC
15504
Copyright
©
2012
ITpreneurs

12. Process
Maturity
Levels
and
ISO/IEC
15504
Process
Maturity
Levels
and
Process
ALributes-­‐ISO/IEC
15504
ISO/IEC
15504
5
OPTIMIZING
(Con=nuous
Improvement)
!
ISO
standard
for
Process
Assessment
5.1
Process
Innova=on
5.2
Process
Op=miza=on
!
Also
known
as
SPICE
4
PREDICTABLE
(Quan=ta=vely
Managed)
!
Standard
gaining
prominence
in
4.1
Process
Measurement
recent
years
4.2
Process
Control
! TIPA
maps
each
process
onto
the
3
ESTABLISHED
(Well
Defined)
scale
set
by
the
ISO/IEC
15504
3.1
Process
Defini=on
3.2
Process
Deployment
standard
2
MANAGED
(Planned
and
Monitored)
2.1
Performance
Management
2.2
Work
Product
Management
1
PERFORMED
(Informal)
1.1Process
Performance
0
INCOMPLETE

13. Using
TIPA
for
conduc=ng
an
ITIL®
PROCESS
MATURITY
EVALUATION
Copyright
©
2012
ITpreneurs

14. Introduc=on
to
TIPA
TIPA
(Tudor
IT
Process
Assessment)
is
an
internaUonally-­‐
recognized
framework
for
IT
process
assessment
that
uses
the
principles
of
ISO/IEC
15504
standard
in
order
to
determine
the
maturity
level
of
IT
processes
within
an
organizaUon
! Applica=on
of
the
ISO/IEC
15504
to
ITIL®
ITIL®
! IT
Process
Maturity
determina=on
+
TIPA
for
ITIL®
! The
first
step
towards
ITSM
ISO/IEC
15504
improvement
! Structured,
objec=ve,
repeatable
assessment
Copyright
©
2012
ITpreneurs

15. An
Ini=a=ve
of
CRP
Henri
Tudor
CRP
Henri
Tudor
in
Luxembourg
has
been
contribuUng
to
the
improvement
and
strengthening
of
the
innovaUon
in
enterprises
and
public
organizaUons.
• Largest
public
research
center
in
Luxembourg
• Staff
of
450
researchers
• Applied
research
only
• Experts
involved
in
many
ISO
standards
• TIPA
is
the
result
of
more
than
7
years
of
dedicated
research
Copyright
©
2012
ITpreneurs

16. TIPA
-­‐
A
turnkey
solu=on
for
IT
Process
Assessment
from
defini=on
to
closure
Copyright
©
2012
ITpreneurs

17. TIPA
-­‐
An
important
step
in
IT
process
improvement
ini=a=ve
DefiniUon
of
TIPA
IniUal
improvement
ImplementaUon
assessment
plan,
goals
and
milestones
§
Improve
Service
Quality
§
Get
a
beLer
ROI
on
ITSM
projects
§ Reduce
cost
TIPA
Control
Assessment
Copyright
©
2012
ITpreneurs

18. Overview
of
TIPA
tools
Copyright
©
2011
ITpreneurs

19. Overview
of
TIPA
Result
–
Process
profile
in
an
organiza=on
Project XYZ
Level 1 Level 2 Level 3 Level 4 Level 5
Performed Managed Established Predictable Optimising
Process Performance Work Product Process Process Process Process Process Process
Performance Management Management Definition Deployment Measurement Control Innovation Optimisation
ent Management A
Process
F L L P P
nge Management B
Process
F F L L L
ase Management C
Process
F F P N N
guration Management
Process
D F F F L L
lem Management E
Process
L P P N N
Legend Rates
"Fully" F Not Assessed
"Largely" L
"Partially" P
"Not" N
Copyright
©
2012
ITpreneurs

20. Introduc=on
to
the
Defense
Research
and
Development
Canada
(DRDC)
CASE
STUDY
Copyright
©
2012
ITpreneurs

21. Where
do
you
stand?
• How
many
of
you
have
assessed
the
maturity
of
you
IT
processes
in
the
past
or
recently?
• How
many
of
you
actually
know
your
current
maturity
level
for
your
IT
processes?
• How
many
of
you
are
working
on
an
improvement
project
resul=ng
from
an
IT
maturity
assessment?
• How
many
of
you
are
planning
to
reassess
your
IT
process
maturity
at
regular
intervals?
Copyright
©
2012
ITpreneurs

22. DRDC
–
The
organiza=on
! DRDC
is
a
Canadian
Federal
Government
organiza=on
that
is
Canada’s
leader
in
defense
and
security
science
and
technology
(S&T)
in
an
ever–evolving
defense
and
security
environment.
! They
have
chosen
TIPA
as
the
methodology
of
choice
for
conduc=ng
a
process
maturity
assessment
as
part
of
a
major
IT
transforma=on
project
to
improve
the
Agency’s
capability
to
bejer
support,
innovate,
and
react
to
IT
changes.
Copyright
©
2012
ITpreneurs

23. DRDC
Requirements
1. Methodology
specific
for
ITIL®-­‐based
processes
2. Determine
the
current
state
of
IT
infrastructure
and
processes
3. Develop
a
future
state
of
IT
and
the
services
it
needs
to
provide
4. Architect
a
roadmap
that
depicts
how
to
get
to
the
desired
state
from
the
current
one
5. Determine
the
steps
needed
to
execute
the
roadmap
6. Repeat
the
assessment
with
consistent
results
Copyright
©
2012
ITpreneurs

24. How
TIPA
helped
meet
DRDC’s
ini=al
requirements
1. ITIL®-­‐based
–>
TIPA
was
built
specific
to
ITIL®
2. Current
state
–>
Ques=onnaires
3. Future
state
–>
Sponsor
/
Business
understanding
4. A
roadmap
–>
SWOT
5. Steps
to
execute
–>
Analysis
6. Repeatable
&
Consistent
–>
PAM
Copyright
©
2012
ITpreneurs

25. How
TIPA
is
expected
to
meet
DRDC’s
short,
medium
and
long
term
requirements
! Provided
the
vision
(direc=on)
and
roadmap
! Offers
a
guide
on
the
exact
process
requirements,
expected
results,
inputs
and
outputs
(contribu8ng
to
be@er
process
integra8on)
! Short
to
medium
term
-­‐
confirming
the
achievement
of
their
vision
! In
the
longer
term,
TIPA
will
help
maintaining
the
alignment
to
the
vision
and/
or
contribute
to
adjust
the
vision
and
the
roadmap
to
con=nual
improvement
Copyright
©
2012
ITpreneurs

26. Case
Study
Conclusion
! Provided
a
clear
view
of
the
current
situa=on
! Focused
on
“what”
not
on
“how”
! Facilitated
improvement
(Roadmap
aligned
to
the
business
vision
and
needs,
thus
more
focused
and
more
cost
efficient)
! Reinforced
mo=va=on
to
set
up
ITIL®
processes
! Proposed
a
clear
way
for
presen=ng
results:
Process
Profile,
Report,
and
Presenta=ons
Copyright
©
2012
ITpreneurs

27. WHY
TIPA?
Copyright
©
2012
ITpreneurs

28. Values
and
Benefits
of
TIPA
! Offers
a
vendor-­‐neutral,
structured
and
repeatable
evaluaUon
method
For
end-­‐user
! Enables
process
improvement
through
goal-­‐se;ng
&
organizaUons
where
objecUve
measurement
assessments
are
-­‐ Keeping
staff
moUvated
by
establishing
milestones
performed
-­‐ Improving
ROI
on
ITSM
projects
! Allows
standardizaUon
to
compare
process-­‐maturity
with
other
organizaUons
! Offers
a
turnkey
soluUon
for
a
solid
assessment
For
consultants
and
organizaUons
framework
and
supporUng
tools
who
perform
! A
standard
for
process-­‐benchmarking
without
adopUng
assessments
a
compeUtor
framework
Copyright
©
2012
ITpreneurs

29. Other
TIPA
Projects
Dimension
Data
Fujitsu
Services
Oy
(Finland)
Has
used
TIPA
since
2007
Used
TIPA
in
4
of
their
5
global
! Make
about
10
assessments
per
service
centers
around
the
world
for:
year
to
follow
different
projects
! Benchmarking
&
iden=fica=on
of
! Use
it
for
process
improvement
and
best
prac=ces
to
demonstrate
to
customers
that
! Improving
processes
they
do
their
best
to
serve
them
CARRA
(Quebec,
Canada)
KVH
(Japan)
Used
TIPA
in
their
organiza=on
for:
Their
expecta=ons
were:
! Benchmarking
&
iden=fica=on
of
! Process
purposes
&
results
met
of
pain
points
! Consistent
assessment
results
! Iden=fica=on
of
the
areas
to
build
upon
! Not
only
a
PASS
or
FAIL
! Improving
processes
! Global
standard
framework
! Ini=a=ng
an
RFP
for
! Possibility
to
benchmark
with
improvement
work
compe=tors
Copyright
©
2012
ITpreneurs

30. QUESTIONS
! Steve
Tremblay,
President
! Excelsa
Technologies
Consul=ng
Inc.
! +1-­‐613-­‐699-­‐3005
! stevetremblay@excelsatech.com
! www.excelsatech.com
Copyright
©
2012
ITpreneurs

31. ADDITIONAL
INFORMATION
Copyright
©
2012
ITpreneurs

32. More
Informa=on
! Official
website:
www.=paonline.org
! Contact
Arjan
Woertman:
arjan.woertman@itpreneurs.com
! TIPA
reference
book
from
Van
Haren:
ITSM Process Assessment Suppor=ng ITIL®
(available
at
hjp://bit.ly/hx6t9g
)
! TIPA
is
an
ini=a=ve
of
Public
Research
Center
Henri
Tudor
in
Luxembourg
(hjp://www.tudor.lu)
! TIPA
Training
and
Consul=ng
Services:
www.excelsatech.com
Copyright
©
2012
ITpreneurs

33. Appendix
1:
TIPA
Process
Assesment
Overview
Presenta=on
The
TIPA
Process
of
the
Assessment
Assessment
Assessment
Report
Results
Assessment
Experiencing
The
TIPA
The
Process
v/s
Audit
the
TIPA
Ra=ng
Scale
Profile
Ra=ng
Scale
Copyright
©
2012
ITpreneurs

34. Appendix
2:
TIPA
Ra=ng
Scale
– During
an
assessment,
each
item
is
rated
as
“N,”
“P,”
“L,”
“F,”
or
“N.A.”
N
P
L
F
0%
15%
16%
50%
51%
85%
86%
100%
Not
ParUally
Largely
Fully
Achieved
Achieved
Achieved
Achieved
Copyright
©
2012
ITpreneurs

35. Appendix
3
–
Process
Profile
Level 1 Level 2 Level 3 Level 4
Performed Managed Established Predictable
Process Performance Work Product Process Process Process
Process Control
Performance Management Management Definition Deployment Measurement
Change
Management F L P P P
Legend Rates
“Fully” Not Assessed
F
“Largely” Not Applicable
N.A
L
Partially”
Not” P
N
Level 1 Level 2 Level 3 Level 4 Level 5
Performed Managed Established Predictable Optimizing
Change
Management
Legend
Level Achieved
Level Not Achieved
Not Assessed
Copyright
©
2012
ITpreneurs

36.
Appendix
4:
Assessment
Report
Is
the
main
output
of
an
assessment
project.
Is
produced
during
the
Results
Presenta=on
Phase
of
a
TIPA
project.
Records
the
results
of
the
assessment
project.
Shows
the
Process
Profile
of
each
assessed
process.
The Assessment Report:
Contains
the
SWOT
of
each
process.
Summarizes
the
Improvement
Recommenda=ons.
Copyright
©
2012
ITpreneurs

37. TIPA
Cer=fica=on
CerUfied TIPA
Lead
Assessor
Roles
in
a
TIPA
team
! Is
the
project
manager
of
the
TIPA
assessment
conducUng
an
assessment
project
and
leads
the
team
of
‘TIPA
Assessors
for
ITIL®’
TIPA
Lead
Assessor
! Leads
the
project
from
the
selec=on
of
the
processes
to
be
assessed
to
the
presenta=on
of
the
assessment
results
CerUfied
TIPA
Assessor
for
ITIL®
! Conducts
the
assessment
interviews
! Rates
processes
according
to
the
ra=ng
sheets
provided
in
the
TIPA
Toolbox
TIPA
Assessor(s)
! Analyses
the
results
to
draw
conclusions
on
process
maturity
Copyright
©
2012
ITpreneurs

38. TIPA
Membership
TIPA
membership
allows
individuals
and
organizaUons
to
become
part
of
a
global
network
of
TIPA
pracUUoners,
who
use
the
framework
commercially.
The
scheme
ensures
that
the
TIPA
governing
body
led
by
CRP
Henri
Tudor
addresses
the
needs
of
members
and
delivers
the
latest
TIPA
updates
to
them.
Professional
Members
For
cer=fied
TIPA
Assessors
and
Lead
Assessors
who
want
to
par=cipate
or
lead
assessments
OrganizaUons
TIPA
governing
body:
where
IT
Process
CRP
Henri
Tudor
OrganizaUonal
Members
assessments
are
performed
For
organiza=ons
that
offer
products
or
services
based
on
TIPA
commercially
(e.g.:
Consul=ng
firms,
IT
Service
Providers,
Sonware
development
firms).
Organiza=onal
members
may
employ
or
contract
TIPA
professional
members
Copyright
©
2010
ITpreneurs

39. Thank
you
for
ajending
this
session.
Don’t
forget
to
complete
the
evalua=on!
Copyright
©
2012
ITpreneurs