tipa assessor for itil workbook

WorkbookRelease 2.0.0

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This product includes TIPA, which is used by permission of the Centre de Recherche Public Henri Tudor. All rights reserved.

© Centre de Recherche Public Henri Tudor 2011

The information contained in this classroom material is subject to change without notice.

This material contains proprietary information that is protected by copyright.

No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland B.V.

© Copyright 2012 by ITpreneurs Nederland B.V. All rights reserved.

The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical Publications.

ITIL® is a registered trade mark of the Cabinet Offi ce.

The Swirl logo™ is a trade mark of the Cabinet Offi ce.

All content in italics and quotes © Crown Copyright 2011 Reproduced under licence from Cabinet Offi ce.

All info graphics © Crown Copyright 2011 Reproduced under licence from Cabinet Offi ce, unless

otherwise noted.

ITIL® Qualifi cation Scheme Copyright © 2011 APM Group. All rights reserved.

Glossaries/Acronyms © Crown Copyright of Cabinet Offi ce.

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Contents

ACTIVITY ICONS AND DESCRIPTIONS III

COURSE INTRODUCTION 1

Course Agenda 2

Course Agenda 4

MODULE 1: TIPA FOR PROCESS ASSESSMENT OF IT SERVICE MANAGEMENT 9

1.3.1: What Is Process Maturity? 10

Assignment 1: What Is Process Maturity? 10

1.3.2: What Are Maturity Levels? 11

Assignment 2: What Are Maturity Levels? 11

1.4.7: Experiencing the TIPA Rating Scale 11

Assignment 3: Experiencing the TIPA Rating Scale 11

MODULE 4: THE ASSESSMENT PHASE 15

4.2.4: TIPA Process Model 16

Assignment 4: TIPA Process Model 16

4.3.3: Interview Rating – Level 1 17

Assignment 5: Interview Rating Exercise at LARIPS – Part 1 17

4.4.4: The Other Process Attributes 21

Assignment 6: Teach Back The Other Process Attributes 21

4.4.5: Interview Rating Exercise at LARIPS – Part 2 22

Assignment 7: Interview Rating Exercise at LARIPS – Part 2 22

4.5: Process Rating 26

Assignment 8: Process Rating Exercise at LARIPS 26

4.6: Maturity Level determination 28

Assignment 9: Maturity Level determination 28

MODULE 5: ANALYSIS PHASE 29

5.2.2: Improvement Recommendations for the Process 30

Assignment 11: LARIPS – SWOTS and Recommendations 30

MODULE 7: SIMULATION 33

7.4: PAM Extract 34

Assignment 17: TIPA PAM for Change Management process 34

7.5: Instructions 34

Assignment 18: Simulation Instructions – Prepare and Conduct Interviews 34

Assignment 19: Simulation Instructions – Rate and Analyze the Process 81

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MODULE 8: MOCK EXAM 87

LIST OF ACRONYMS 111

STUDENT FEEDBACK FORM 113

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. iii

List of Icons

ACTIVITY ICONS AND DESCRIPTIONS

Activity

Generally, the instructor asks participants to do a match-the-following activity, fi ll up a blank diagram, answer the given question(s) in their Workbook, or watch a movie on how to populate an Assessment Report.

Case-Study-Based Exercise

Real-world cases are used to provide context to apply the TIPA framework. The instructor and the students play different roles. The instructor assigns roles to the students based on real-life situations/problems and asks them to act out their roles in an assessment project. These are particularly valuable for participants to understand their roles and responsibilities as an Assessor.

Concept Jog

The instructor asks a “Rapid-Fire” round of questions to students for 2 minutes. Participants do not have to write in the Workbook but state their answer(s) in class.

Rapid-Fire Quiz

The instructor asks a “Rapid-Fire” round of questions to students. Participants may or may not have to write their answers in the Workbook and the activity may last from 2 to 10 minutes.

Self-Study

This is usually used for supplemental material after a topic has been covered. It is also used to create diversifi cation of teaching techniques in order to keep students engaged in class.

Teach Back

This encourages greater retention of topics through self-study and preparation, to teach the concepts back to fellow classmates. The instructor plays a key role to ensure that the teach-back session refl ects appropriate content.

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.iv

Assessor

Overview

Gives an overview of the characteristics of the TIPA framework.

Roles

Refers to content related to the various roles that take part in a TIPA Assessment Project.

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. 1

Course Introduction

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.2

Assessor

COURSE AGENDA

Note: Personal Study Recommendation for StudentsWe would like to recommend that you take time after class each day to read the sections covered in class that day. This would refresh your memory and reinforce the concepts learned in class.

Remark: While this would signifi cantly contribute to the student’s learning, it is not mandatory.

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Course Introduction | Student

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Assessor

COURSE AGENDA

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Assessor

*For the detailed simulation agenda, refer to the table below.

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List of acronymsACCM Access Management

AM Availability Management

ANA Analysis Phase

ASMT Assessment Phase

BIA Business Impact Analysis

BPs Base Practices

BRM Business Relationship Management

CAB Change Advisory Board

CAPM Capacity Management

CHGE Change Evaluation

CHGM Change Management

CIs Confi guration Items

CMDB Confi guration Management Database

CS Change Schedule

CSFs Critical Success Factors

CLO Assessment Closure Phase

CMS Confi guration Management System

DEMM Demand Management

EVTM Event Management

GPs Generic Practices

INCM Incident Management

ISM Information Security Management

ISO International Organization for Standardization

ITIL IT Infrastructure Library

ITSCM IT Service Continuity Management

ITSFM IT Service Financial Management

ITSM IT Service Management

ITSSM IT Service Strategy Management

KM Knowledge Management

KPIs Key Performance Indicators

OLA Operational Level Agreement

PA Process Attribute

PAM Process Assessment Model

PIR Post Implementation Review

PRBM Problem Management

PREP Preparation Phase

PSO Projected Service Outage

QMS Quality Management System

RACI Responsible, Accountable, Consulted, Informed

RDM Release and Deployment Management

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Assessor

RES Results Presentation Phase

REQF Request Fulfi lment

RFC Request for Change

SACM Service Asset and Confi guration Management

SCM Service Catalogue Management

SDC Service Design Coordination

SIP Service Improvement Plan

SLA Service Level Agreement

SLM Service Level Management

SPM Service Portfolio Management

SSI Seven-Step Improvement

SUPM Supplier Management

SVT Service Validation and Testing

SWOT Strengths, Weaknesses, Opportunities, Threats

TIPA Tudor’s IT Process Assessment

TPS Transition Planning and Support

UCs Underpinning Contracts

WPs Work Products

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Module 1TIPA FOR PROCESS ASSESSMENT

OF IT SERVICE MANAGEMENT

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Assessor

1.3.1: WHAT IS PROCESS MATURITY?

ASSIGNMENT 1

ActivityQ1. Match the Process Maturity Level name to the defi nition described in the table below.

Process Maturity Level Name

Process Maturity Level Defi nition

A Incomplete 1 The process is quantitatively managed to become stable, capable, and predictable within defi ned limits.

The organization is capable of identifying and correcting the causes of the variations in the process.

B Predictable 2 The process is implemented and achieves its purpose. The process achieves its defi ned expected results. Process activities are performed, but the process is not really monitored and repeatable. The results of the process depend on “heroes,” people with the right competencies who are willing to work hard.

C Managed 3 The process is continuously improved to meet relevant current and projected business goals. The performance, defi nition, and management of the process are continually improved.

D Performed 4 The process is not implemented or fails to achieve its purpose. The performance of the process is often chaotic and the expected results are not achieved.

E Optimizing 5 A standard process is defi ned and used throughout the organization.

The standard defi nition of the process includes:

a) A standard process, including appropriate tailoring guidelines.

b) The sequence and interaction with other processes.

c) The required competencies and roles.

d) The required infrastructure and work environment.

e) Suitable methods for monitoring.

The standard process is institutionalized; it is used and known by everyone.

F Established 6 The performance of the process is planned, monitored, and adjusted. The results of the process are appropriately specifi ed, controlled, and maintained. There is still no coherence check from an organizational point of view. Each team can achieve the expected results in a different way.Sam

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TIPA for Process Assessment of IT Service Management | Student

1.3.2: WHAT ARE MATURITY LEVELS?

ASSIGNMENT 2

ActivityQ1. Match the Process Maturity Name to the Process Maturity Level listed in the table below.

Process Maturity Level Process Maturity Name0 Maturity Level 0 A Incomplete1 Maturity Level 1 B Predictable2 Maturity Level 2 C Managed3 Maturity Level 3 D Performed4 Maturity Level 4 E Optimizing5 Maturity Level 5 F Established

1.4.7: EXPERIENCING THE TIPA RATING SCALE

ASSIGNMENT 3

Assignment 3 Experiencing the TIPA Rating Scale1. Read the context provided under Assignment 3 in the “Assignment Readings” section.2. Discuss the rating for the fi rst two activities with the class.3. Rate individually each remaining activity in your Workbook under Assignment 3 using the

NPLF Rating Scale.4. Justify each rating.5. Discuss your fi ndings with the class.

Q1. Rate each described activity in the scenario using the NPLF Rating Scale. Justify each rating and discuss your fi ndings with the class.

Rating FormService Level Management

Activity Name Description Findings/Supporting Evidence Individual Rating

SLM.1 Determine, Document and Agree on Service Level Requirements

Determine, document and agree on service level requirements for services being developed, changed or procured. The SLRs should be an integral part of the overall service design criteria which also include the functional or “utility” specifi cations.

NOTE 1: Representatives of other processes need to be consulted to determine which targets can be realistically achieved.

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SLM.2 Negotiate, Document and Agree upon SLAs for Operational Services

Draft, negotiate, and then agree on SLAs, detailing the service level targets to be achieved and specifying the responsibilities of both the IT service provider and the customer.

SLM.3 Monitor Service Performance against SLAs

Monitor and measure service performance achievements of all operational services against targets within SLAs.

NOTE 2: Monitoring capabilities are established, reviewed and upgraded to assist with the service performance measurement

SLM.4 Provide Service Reporting to Customers

Produce and communicate service reports to customer, based on agreed mechanisms, report format, and intervals (service achievement report, operational reports, and where possible, exception reports should be produced whenever an SLA has been broken).

NOTE 3: Service Reports should be reviewed with the customer on a regular basis.

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TIPA for Process Assessment of IT Service Management | Student


SLM.5 Conduct Service Reviews and Discuss Improvements

Hold review meetings on a regular basis with customers to review the service achievement in the past period, to anticipate any issues for the coming period and to identify potential improvements.

SLM.6 Review SLAs, OLAs, and UCs

Review SLAs and service scope periodically (at least annually), to ensure that they are still aligned to business needs and strategy. Ensure that service levels defi ned in Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) are kept aligned.

NOTE 4: SLRs and SLAs should be reviewed jointly.

NOTE 5: SLM should assist Supplier Management with the review of all supplier agreements and UCs to ensure that targets are aligned with SLA targets.

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tipa assessor for itil workbook

Documents

process maturity

process rating exercise

process assessment

tipa process model

process attributes

tipa rating scale

sample material

change management process