In a prestigious competition organized by the ITSMF International, a white paper by Jonji Obuchi, Senior Specialist at KVH Co., Ltd. received first place. The paper explains KVH’s approach to implementing ITIL using a combination of IT best practices with management best practices. TIPA plays an important role in the ITSM transformation process by providing a valuable method to assessing process maturity, and presenting concrete actions for improvement.
In his book, “Management: Tasks, Responsibilities, Practices (Essential Version)”, Drucker states that the purpose of a business is to create a customer—so a business must start out with the values, the needs, the expectations, the realities, the conditions, and the actions of the customer. This point of view is an exact match with basic concept of ITIL® Service Management. The case study demonstrates how KVH successfully managed an organizational transformation using these principles. TIPA, an ISO15504 based assessment methodology, provided the framework, as well as the mind-set in the organization to systematically understand improvement areas, which resulted in proactive improvement activities that were executed by the interviewees.Download the whitepaper