Hardware Reference
In-Depth Information
Service value
Selection of IT
Service management
Identification of service
Service design
Definition of the service
In terms of required qualities
ITIL, ISO/IEC 15504
TIPA process models
Service promotion
Promotion of the service
through standardization
Contribution to ISO/IEC 20000
Service management
Support to service deployment
and operation
Experimentation & Transfer
Service capitalization
Collection of measures
and best practices
Collection of best practices
and measures
Fig. 2.
TIPA's S2IP instance
3.1 Service Value of the TIPAs Framework
In the S2IP framework, the identification of the service value for the potential stake-
holders consists in activities such as the development of a business model related to
the service innovation. The added value service built around our assessment method-
ology under the name TIPA (standing for Tudor's IT Service Management Process
Assessment), was designed as a solution to reduce the cost for assessing ITSM proc-
esses and for companies aiming at improving them. This solution was mainly based
on a methodological framework (process models; assessment methodology and asso-
ciated tools such as questionnaires, templates and case study examples; training
courses for assessors) enabling the assessment of ITSM processes. The ITIL de facto
standard was selected as the input for deriving process models [16] [17], according to
the ISO/IEC 15504 process assessment requirements [6].
At that time, there was no business plan developed for the future use of the TIPA's
framework in a commercial perspective, even if Intellectual Property Rights were
studied for CRPHT, and tackled for ITIL trademark and ISO standards use. Globally
speaking, the identification of the services to be provided by the TIPA's framework
was weak.
3.2 Service Design of the TIPAs Framework
Before the AIDA R&D Project, there were already existing process assessment
models such as ISO/IEC 15504-5 and CMM, and more recently CMMI [18]. But
there were not many initiatives linking assessment purposes and ITSM. So an ITSM
