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ACTIONABLE CSI: TAKE YOUR ITSM

PROCESS TO THE NEXT LEVEL

August 3, 2012

Agenda

» Introduction and Focus» Process Assessment (Why do one?…and who?)» Assessment Framework (TIPA)

» Features» Assessor Roles» Process Maturity Levels

» Performing an Assessment» Preparation» Assessment Approach» Interviews

» Assessment Results» Maturity Profile» SWOT» Recommendations

» Process Improvement (What’s next?)» Workshop Activities

» Sample Results» Q & A

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© 2012 - Cask, LLC | Strategy. Solutions. Success.

Introduction and Focus3

© 2012 – Cask, LLC | Strategy. Solutions. Success.

Paul Solis» Associate at Cask, LLC

» Support the ITSM Practice Area

» Over 10 years in IT supporting commercial and federal contracts

» Certifications include: ITIL Expert, PMP, TIPA Assessor, ISO/IEC 20000,

CMMI-SVC, CISSP-ISSEP, MCP

» Golf swing like Tiger Woods (per my daughter)

Learn what to do with the information that is generated as a result of an

assessment, and how these steps can support process maturity. Discuss the events

that occur when performing a process maturity assessment (using TIPA), the

assessment inputs and outputs, and what to do with the assessment results.

Focus

Process Assessment (Why do one?...and who?)

» Desire/need for service improvement

» Identify activities to to improve service quality

» Improve process efficiency and effectiveness

» Address process maturity levels

» Improve customer satisfaction

» A process assessment can provide information to helpyou meet these objectives

» Can be done internally or by a third party

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Assessment Models

» Variety of methods and models:

» Capability Maturity Model Integration (CMMI) – Industry recognized maturity model focused on acquisition, development and services.

» Tudor IT Process Assessment (TIPA) – Open standard for ITSM assessments based on ITIL and ISO/IEC 15504. Each ITIL process can be assessed using this framework.

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WHAT IS TIPA?

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» TIPA (Tudor IT Process Assessment) is an internationally-recognized framework that uses the principles of the ISO/IEC 15504 standard for IT process assessment within an organization.

» Developed in response to the need for a standardized process assessment methodology in the field of IT Service Management.

What is TIPA?7


TIPA Assessment in Practice

» TIPA uses an interview-based assessment

methodology for the collection of indicators as a way to gather information concerning process performance.

» Authorized TIPA Assessors and Lead Assessors use the methodology specified by TIPA and the supporting Toolbox to produce process assessment profiles, SWOT

analyses and process improvement recommendations.

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Process Assessment Features

» Structured process assessment method supported by

the ISO/IEC 15504 standard and ITIL framework

» Objectivity and confidentiality» Repeatability

» Clear description of processes to be assessed

» The focus is on the “What”, not on the “How”

» Process maturity levels» A rating scale

» Not / Partially / Largely / Fully

» A clear way of presenting results

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» To measure the Maturity Level reached by a process:

» Rate the items

» Consolidate the rating of these items to determine the level reached

» Items that you can rate:

» Process Purpose

» Process Expected Results

» Typical Practices

» Typical Documents

» Rating Scale:

» Measure each item with a 4-point ordinal scale.

» N “Not,” P “Partially,” L “Largely,” F “Fully,” N/A “Not Applicable”

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Elements to Measure

» The certification scheme is designed to develop the knowledge and skills of individuals to enable them to lead and/or participate in IT process

assessments based on the TIPA framework.

» More information can be found at www.TIPAonline.org.

TIPA Certifications

Certification Audience

TIPA Assessor Certified TIPA Assessors for ITIL® are skilled professionals who conduct IT process maturity assessments in organizations that use ITIL®. The training and certification provide great insights into the concepts and key components of TIPA that will enable IT professionals to participate in assessment projects under the supervision of a TIPA Lead Assessor.

TIPA Lead

Assessor

Certified TIPA Lead Assessors are senior-certified TIPA Assessors who are responsible for the overall assessment project from scoping and customer management to presenting the final report.

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PROCESS MATURITY LEVELS

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Process Maturity Levels

Incomplete

The process is not implemented or fails to achieve its purpose

Performed

The process is implemented and achieves its process purpose

Managed

The process is managed and work products are established, controlled and maintained

Established

A defined process is used and based on a standard process

Predictable

The process is enacted consistently

within defined limits

Optimizing

The process is continuously improved to meet relevant current and projected business goals

1 PERFORMED (Informal) 1.1 Process Performance

2 MANAGED (Planned and monitored) 2.2 Work Product Management2.1 Performance Management

3 ESTABLISHED (Well defined) 3.2 Process Deployment3.1 Process Definition

4 PREDICTABLE (Quantitatively managed)4.2 Process Control4.1 Process Measurement

5 OPTIMIZING (Continuous Improvement)5.2 Process Optimization5.1 Process Innovation

0 INCOMPLETE

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Level 1 Level 1 Level 1 Level 1

Level 2 Level 2 Level 2

Level 3 Level 3

Level 4

Reaching

Level 2

Reaching

Level 3

Reaching

Level 4

Reaching

Level 5

Fully

Reaching

Level 1

Level 3

Level 2

Level 1

Level 4

Level 5Largely

or Fully

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Moving up Levels of Maturity


PERFORM THE ASSESSMENT

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Phases of the Assessment Project16


Assessment Preparation17


» Process Selection» Stakeholder Selection» Available Resources

» Data Analysis» Assessment Logistics»Meeting preparation» Interview Schedule» Kick-off Brief» Results/Closeout Brief

Perform Assessment (Interviews)

» Duration depends on the number of process to be assessed, usually about 1 hour per process

» Presentation of the processes that will be assessed

» Reminder of the confidentiality rules

» For each process, questions about » Base Practices: core business

» Generic Practices: up to the level assessed - activity planning, documents management, process description, training…

» NOT about the individuals who apply the practices

» Identification of improvement opportunities

» Conclusion

» Feedback Form

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ASSESSMENT RESULTS

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Assessment Results (1/2)

» Results Presentation

» Delivered to stakeholders

» Process Assessment Profile


» Assessment Report:» Executive summary» Overall analysis» For each assessed process: » Maturity Profile

» Strengths-Weaknesses-Opportunities-Threats (SWOT) analysis

» Detailed analysis of assessment results

» For improvement context: » Recommendations for process improvements» Ideas for an improvement action plan

» Presentations to the management and to the interested parties

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Assessment Results (2/2)


WHAT’S NEXT?

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What’s next? (Process Improvement)

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» Decide which process to focus on

» Perform Improvement Activities

» Bring all stakeholders together

» Perform Root-cause analysis

» Focus on problem areas identified in the assessment

» Process re-engineering

» Define the current state of the chosen process

» Identify Process Interfaces, hand-offs

» Perform analysis on value-add, non value-add, gap and repeated steps in the current process

» Define/develop end-state process

» Improvement prioritization

» Develop a process improvement Roadmap

Root Cause Analysis

» Used data and assessment to determine problem root cause

» Deliverable: Fishbone diagram

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Define Current State 25


» How do we do it today?

» Identify tools that support the process

» Identify inputs and outputs

» Identify gaps, repeated steps, value-add / non value-add

» Identify interfaces and hand-offs

» Deliverable:» Current State process workflow

Re-engineered Process (End State)

» Remove non-value added tasks and process steps

» Identify requirements to reach end state (tools, resources, etc.)

» Deliverable:

» End State Process Workflow

Resulting in a more efficient and effective process

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Improved (re-engineered) Process

Additional Activities27


» Define and assign Roles and Responsibilities» Process Owners

» Process Managers

» Develop a RACI Matrix

» Develop Metrics and Measurements

» CSFs and KPIs

» Staff Training

» Support common terminology

» Understanding of best practices

Sample Results28


» Problem = Ineffective On-boarding process

» Up 10-day delay to access tools & technology required to perform job (for new hires)

» Cost of $200K to $900K annually

» Result after assessment and process improvement

» New process effectively eliminated delays in on-boarding, improved supportability by the technology teams, and improved employee satisfaction with delivery.

» Cycle time to onboard new hires was reduced by 30%, reducing the risk of lost productivity significantly.

Sample Results29


» Problem = IT organization struggling to become a services-based organization, focused on delivering business outcomes and less tactical and reactive

» Business leaders were unhappy with IT delivery

» Unclear on the value of IT

» Result after assessment and process improvement

» A strategic service management roadmap was developed

» Service Catalog implemented

» Closer partnerships with IT and the Business were built

» Senior executives and employees in the business have become promoters and supporters of IT and the services they deliver

Questions and Answers30


Feel free to contact me at:

» [email protected]

» 619-274-0459