White Paper Archive
- How to Create an IT Portal
- Defining IT Services for the Business
- Business-Driven IT Transformation: The Business Value of Process Assessment
- ITSM Trends for 2013
- Justifying a Service Catalog Initiative
- Service-Based Improvement Cycles
- Processes and Services: White Box Versus Black Box
- Services and the Evolution of Service Ownership
- Key Milestones for Maturing Financial Management for IT Services
- Services and the Importance of Process Capability & Maturity
- Maturing Financial Management for IT Services
- Operational Excellence: Transforming IT using TIPA Assessments to Drive Change
- Creating and Maturing a Service Catalog
- Service-based IT Cost Modeling and Identifying Cost Saving Opportunities
- Operational Excellence: Using a Standards-Based Approach to ITIL© Assessment
- Services and the Importance of Customer Outcomes
- Service Catalog 101
- Operational Excellence: Excellence in a Service-Oriented World
- ITSM Software: Is SaaS the Model for You?
- How to Reduce the Cost of IT
- ITIL® / ITSM... Where do I Start?
- ITIL® Best Practices for Security Management
- Configuration Management One Bite at a Time
- Techniques for Understanding What a Customer Values in a Service
- The CMDB, a Foundation for ITIL®
- Integrating Project Management and Service Management
- The ROI of ITIL®
- The Service Owner Role in ITIL v3
White Paper by Jeb McIntyre, Vice President, Eastern Region
Small-scale or large-scale, organizational change in IT organizations is difficult. Truly transformational change to achieve operational excellence is even more difficult. Few would argue that process capability and maturity are essential to this excellence and even to distinctive performance, but adopting new processes and maturing them to a level that produces tangible and measurable benefit takes real planning and management.
What IT organizations need is a structured, objective and repeatable method, based on recognized standards and best practices, for assessing IT Service Management process maturity. TIPA (Tudor’s ITSM Process Assessment), is that method. Based on ITIL and the ISO/IEC 15504 standard for process assessment, TIPA’s purpose is to determine to what extent those IT Service Management processes are in place, and to measure their maturity level by focusing on the degree to which the process’s purpose is achieved and by taking the business context into account.
This white paper will cover: