Using TIPA to Assess and Improve ITSM Processes

Prepared by: Martin Cross, General Manager, MCS Associates

So, you have been implementing ITIL in the past few years and inevitably have asked yourself the following: How am I doing? How well have I implemented processes? How are others doing with their ITIL implementations? How well have my competitors improved their performance with ITIL practices?

How are you going to evaluate ITIL and answer these questions? While standards give you a precise way of controlling achievements towards the specified requirements, with a certificate to prove it, frameworks give you a series of recommendations without any obligation of achievement. Moreover, ITIL provides good practice through processes hosted in a lifecycle, yet provides no procedures on how to implement these practices. In other words each business needs to find its own recipe for success. In this context, it is rather difficult to benchmark ITIL and control the achievements. This is exactly what TIPA does, provide a precise structured approach that will allow clear understanding of the levels of maturity achieved in ITIL. So, let’s see how this is done.

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