Hardware Reference
In-Depth Information
Process Reference Model (PRM) and its associated Process Assessment Model
(PAM) [8][9][10] were developed.
ITSM focuses on delivering and supporting IT services that are appropriate to the
organisation's business requirements, whatever its type or size. ITIL® provides a
comprehensive, consistent and coherent set of best practices for ITSM processes,
promoting a quality approach to achieving business effectiveness and efficiency in the
use of information systems. Developed in the late 1980s, ITIL® has become the
worldwide de facto standard in Service Management.
OGC, the British Office of Government Commerce, defined ten processes for
ITSM in the two well-known ITIL® topics “Best Practices for Service Support” and
“Best Practices for Service Delivery” [16][17].
The TIPA® model was inspired by ITIL® best practices, with the goal to enable
objective ITSM capability assessments. The references used to create the PRM and
PAM were the Service Support and Service Delivery topics published by OGC. These
inputs are considered as implementation best practices, and can be seen as a Process
Implementation Model (PIM) to start with. The purpose of the PRM was to define, at
a high level of abstraction (i.e. in term of Process purpose and Process outcomes), a
set of processes that can be used as the process dimension for a PAM in the IT Ser-
vice Management area. According to the maturity of the definition of these processes,
the process list of the PRM was directly derived from the Service Support and Service
Delivery ones. The ten processes from Service Support and Service Delivery were
then selected without adding or removing any of them.
Using ITIL® best practices, CRPHT developed a Process Reference Model and a
Process Assessment Model, by using Goal-oriented Requirement Engineering tech-
niques [19]. Several steps were followed to derive the models.
Service Support (SS)
Service Support (SS)
and
and
Service
Service
Service Support (SS)
Service Support (SS)
and
and
Service
Service
Delivery
Delivery
(SD)
(SD)
processes
processes
Delivery
Delivery
(SD)
(SD)
processes
processes
IT IL 's
IT IL 's
best practices &
best practices &
Management
Management
pratices
pratices
for SS & SD
for SS & SD
IT IL 's
IT IL 's
best practices &
best practices &
Management
Management
pratices
pratices
for SS & SD
for SS & SD
Proc ess Model
Implementation
(PIM)
Proc ess Model
Implementation
(PIM)
Process
Process
abstraction to
abstraction to
define
define
Process
Process
abstraction to
abstraction to
define
define
purpose
purpose
&
&
oucomes
oucomes
purpose
purpose
&
&
oucomes
oucomes
Abstraction
Abstraction
Continuous
Continuous
process
process
Continuous
Continuous
process
process
assessment
assessment
model :
model :
process
process
assessment
assessment
model :
model :
process
process
Process Reference Model
(PRM)
Process Reference Model
(PRM)
performance
performance
and process
and process
capability indicators
capability indicators
performance
performance
and process
and process
capability indicators
capability indicators
Process
performance
indicators
Process
performance
indicators
ISO/IEC 15504-2
Capability
Dimension
ISO/IEC 15504-2
Capability
Dimension
Process Assessment Model
(PAM)
Process Assessment Model
(PAM)
Fig. 3.
Deriving the IT Service Management Process models
If we consider the TIPAs framework from the S2IP's perspective, the "Service De-
sign" Process has been tackled in this section on its particular functional features, with
a special attention paid on inputs standards. Non-functional ones were neglected. The
definition of the TIPA's services in terms of required qualities were just tackling the
