TIPA Process Assessments: A Means to Improve Business Value of IT Services

Stéphane Cortina, Alain Renault and Michel Picard
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Stéphane Cortina: Public Research Centre Henri Tudor, Luxembourg, Luxembourg
Alain Renault: Public Research Centre Henri Tudor, Luxembourg, Luxembourg
Michel Picard: Public Research Centre Henri Tudor, Luxembourg, Luxembourg

International Journal of Strategic Information Technology and Applications (IJSITA), 2013, vol. 4, issue 4, 1-18

Abstract: The goal of this paper is to present how the Tudor's IT Process Assessment (TIPA®) framework can be used to assess and improve the maturity of IT Service Management (ITSM) processes, and how its usage can increase the business value of IT services. This paper starts with a presentation of the current and of the future process assessment standards. Then, it explains how the authors of this paper have applied the ISO/IEC 15504 standard to the field of IT Service Management to create the TIPA framework. The paper also presents how assessing and improving the maturity of ITSM processes can, under certain conditions, impact the quality of the services provided by an IT organization and consequently the value these IT services bring to the business. Finally, the paper finishes by depicting the current situation as well as the future of the TIPA framework.

Date: 2013
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