ITSM Process Assessment Supporting ITIL (e-Book)

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Béatrix Barafort, Valérie Betry, Stéphane Cortina, Michel Picard

Adobe PDF met digitaal watermerk | Februari 2017 |

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Beschrijving

The key to any successful IT Service Management solution are strong, clear processes that are fit for purpose. The continual cycle of service improvements must therefore look at the existing processes and assess how effective they are within changing business requirements. This innovative title not only looks at this fundamental process assessment, it does it using the key ISO/IEC standard in this area. In brief, this title explains the meeting between two standards: * ITIL: the de facto standard in IT Service Management. * ISO/IEC 15504 Information technology - Process assessment Readers can therefore be confident of a strong, well-thought out and solid approach which will help identify: - The concepts of process assessment and process maturity - How to plan and perform a process assessment - How to use the approach - How to launch an improvement process starting with an assessment project Because it focuses on 10 key processes the TIPA framework can be applied with equal success to ITILv2, ITIL v3 or to the ISO/IEC 20000. This manual will also convey valuable information for understanding the roles and differences between: process assessment, traditional conformity assessment, audit and self-assessment suite. Finally, it is illustrated with real-life case studies, which highlight what should be done and what should be avoided. The reader will thus learn process assessment based on genuine experiences.

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Specificaties

Auteur
Béatrix Barafort, Valérie Betry, Stéphane Cortina, Michel Picard
Uitgever
Van Haren Publishing
ISBN
9789401801263
Formaat
Adobe PDF met digitaal watermerk
Publicatiedatum
Februari 2017
Bestandsgrootte
3268119 bytes
Taal
Engelstalig
Aantal Pagina's
233

Beschrijving

The key to any successful IT Service Management solution are strong, clear processes that are fit for purpose. The continual cycle of service improvements must therefore look at the existing processes and assess how effective they are within changing business requirements. This innovative title not only looks at this fundamental process assessment, it does it using the key ISO/IEC standard in this area. In brief, this title explains the meeting between two standards: * ITIL: the de facto standard in IT Service Management. * ISO/IEC 15504 Information technology - Process assessment Readers can therefore be confident of a strong, well-thought out and solid approach which will help identify: - The concepts of process assessment and process maturity - How to plan and perform a process assessment - How to use the approach - How to launch an improvement process starting with an assessment project Because it focuses on 10 key processes the TIPA framework can be applied with equal success to ITILv2, ITIL v3 or to the ISO/IEC 20000. This manual will also convey valuable information for understanding the roles and differences between: process assessment, traditional conformity assessment, audit and self-assessment suite. Finally, it is illustrated with real-life case studies, which highlight what should be done and what should be avoided. The reader will thus learn process assessment based on genuine experiences.

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Specificaties

Auteur
Béatrix Barafort, Valérie Betry, Stéphane Cortina, Michel Picard
Uitgever
Van Haren Publishing
ISBN
9789401801263
Formaat
Adobe PDF met digitaal watermerk
Publicatiedatum
Februari 2017
Bestandsgrootte
3268119 bytes Kb
Taal
Engelstalig
Aantal Pagina's
233

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