Fusion2012 DRDC case study

Session 308: Process Maturity Assessments Done Right

Ge;ng ITIL® Process Maturity Assessment done right

Copyright © 2011 ITpreneurs

!   Using TIPA to drive IT transforma=on at a Government Organiza=on (v1.1)

Presenter: Steve Tremblay, PMP, CGEIT, ITIL® Master, ISO/IEC 20000 & 27002, TIPA Lead Assessor

[email protected], +1-‐613-‐699-‐3005

!  History of Process Evalua=on – Quality of Service !   ISO/IEC 15504 – Process Evalua=on Standard !   ITIL® Process Maturity Evalua=on with TIPA !  Case Study – DRDC TIPA Maturity Assessment !  Why TIPA

Agenda


ITIL® is a registered Trademark of the Office of Government Commerce in the United Kingdom and other countries. TIPA® is an ini=a=ve of the Centre de Recherche Public Henri Tudor.

HISTORY OF PROCESS EVALUATION Quality in Service


Quality Q

Requirements for Quality

Customer focus

Senior Management

Buy-‐In

Strategy and Planning

(approach to decision making)

Right People Competent, aware & trained

Mutually beneficial supplier

rela=onship Process approach

Assessment of results

Con=nual Improvement

Good communica=on

Product Service

« Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. » Quality – Peter Drucker


!   A service is provided by the interac=on of the service provider with customers and users: –  Quality of service depends on this interac=on

!   Service quality is an assessment of the ability to meet the explicit needs and implicit requirements of customers or users: –  Explicit needs: they are expressed by the user or iden=fied by

the provider –  Implicit requirements: they are regulatory, ethical, security,

economic, technical and interpersonal skills !   The service provider should con=nually assess the

performance of the service and what the client expects for the future –  The customer percep=on of service quality may vary over =me

What is Quality and Quality of Service?


"Service quality is a measure that indicates the total effect of the execu8on of the service that determines the degree of sa8sfac8on of a beneficiary. The measurement results from the resource capacity to offer different levels of service. The measure may be quan8ta8ve and qualita8ve. “ Sources: AFNOR ISO 8402


Quality Management System Strategy

Policies

Objec=ves

Processes

People

Tools

!  Assessment as part of an improvement process –  Arrange results on a ra=ng scale –  "Bojom-‐up" Approach –  Voluntary and par=cipatory –  Research strengths and opportuni=es, weaknesses and threats

–  Iden=fica=on of recommenda=ons –  Founda=on to ini=ate an improvement program

Why assessing processes?


PROCESS EVALUATION STANDARD ISO/IEC 15504


!   ISO/IEC 15504 is the reference model for the maturity models (consis=ng of capability levels which in turn consist of the process ajributes and further consist of generic prac=ces) against which the assessors can place the evidence that they collect during their assessment, so that the assessors can give an overall determina=on of the organiza=on's capabili=es for delivering products (sonware, systems, and IT services).

ISO/IEC 15504


Process Reference Model and Process Assessment Model in ISO/IEC 15504


Process Maturity Levels and ISO/IEC 15504

5 OPTIMIZING (Con=nuous Improvement) 5.1 Process Innova=on 5.2 Process Op=miza=on

4 PREDICTABLE (Quan=ta=vely Managed) 4.1 Process Measurement 4.2 Process Control

3 ESTABLISHED (Well Defined) 3.1 Process Defini=on 3.2 Process Deployment

2 MANAGED (Planned and Monitored) 2.1 Performance Management 2.2 Work Product Management

1 PERFORMED (Informal) 1.1Process Performance

0 INCOMPLETE

Process Maturity Levels and Process ALributes-‐ISO/IEC 15504

!   ISO standard for Process Assessment !   Also known as SPICE !   Standard gaining prominence in recent years !  TIPA maps each process onto the scale set by the ISO/IEC 15504 standard

ISO/IEC 15504

ITIL® PROCESS MATURITY EVALUATION Using TIPA for conduc=ng an


Introduc=on to TIPA TIPA (Tudor IT Process Assessment) is an internaUonally-‐recognized framework for IT process assessment that uses the principles of ISO/IEC 15504 standard in order to determine the maturity level of IT processes within an organizaUon

ITIL®

ISO/IEC 15504

+ TIPA for ITIL®

!   Applica=on of the ISO/IEC 15504 to ITIL® !   IT Process Maturity

determina=on !   The first step towards ITSM

improvement !   Structured, objec=ve, repeatable

assessment


An Ini=a=ve of CRP Henri Tudor CRP Henri Tudor in Luxembourg has been contribuUng to the improvement and strengthening of the innovaUon in enterprises and public organizaUons.

•  Largest public research center in Luxembourg

•  Staff of 450 researchers •  Applied research only •  Experts involved in many ISO

standards •  TIPA is the result of more than 7

years of dedicated research



TIPA -‐ A turnkey solu=on for IT Process Assessment from defini=on to closure

TIPA -‐ An important step in IT process improvement ini=a=ve

TIPA IniUal assessment

DefiniUon of improvement plan, goals and milestones

ImplementaUon

TIPA Control Assessment

§  Improve Service Quality §  Get a beLer ROI on ITSM projects § Reduce cost



Overview of TIPA tools

Overview of TIPA Result – Process profile in an organiza=on

Level 1Performed

Process Performance

Performance Management

Work Product Management

Process Definition

Process Deployment

Process Measurement

Process Control

Process Innovation

Process Optimisation

Incident Management F L L P P

Change Management F F L L L

Release Management F F P N N

Configuration Management F F F L L

Problem Management L P P N N

Legend Rates "Fully" F Not Assessed

"Largely" L "Partially" P

"Not" N

Level 5Optimising

Project XYZLevel 2

ManagedLevel 3

EstablishedLevel 4

Predictable


Process A

Process B

Process C

Process D

Process E

CASE STUDY Introduc=on to the Defense Research and Development Canada (DRDC)


Where do you stand?

•  How many of you have assessed the maturity of you IT processes in the past or recently?

•  How many of you actually know your current maturity level for your IT processes?

•  How many of you are working on an improvement project resul=ng from an IT maturity assessment?

•  How many of you are planning to reassess your IT process maturity at regular intervals?


!  DRDC is a Canadian Federal Government organiza=on that is Canada’s leader in defense and security science and technology (S&T) in an ever–evolving defense and security environment.

!  They have chosen TIPA as the methodology of choice for conduc=ng a process maturity assessment as part of a major IT transforma=on project to improve the Agency’s capability to bejer support, innovate, and react to IT changes.

DRDC – The organiza=on


1.  Methodology specific for ITIL®-‐based processes 2.  Determine the current state of IT infrastructure

and processes 3.  Develop a future state of IT and the services it

needs to provide 4.  Architect a roadmap that depicts how to get to

the desired state from the current one 5.  Determine the steps needed to execute the

roadmap 6.  Repeat the assessment with consistent results

DRDC Requirements


1.  ITIL®-‐based –> TIPA was built specific to ITIL® 2.  Current state –> Ques=onnaires 3.  Future state –> Sponsor / Business

understanding 4.  A roadmap –> SWOT 5.  Steps to execute –> Analysis 6.  Repeatable & Consistent –> PAM

How TIPA helped meet DRDC’s ini=al requirements


!  Provided the vision (direc=on) and roadmap !  Offers a guide on the exact process requirements, expected results, inputs and outputs (contribu8ng to be@er process integra8on)

!  Short to medium term -‐ confirming the achievement of their vision

!   In the longer term, TIPA will help maintaining the alignment to the vision and/or contribute to adjust the vision and the roadmap to con=nual improvement

How TIPA is expected to meet DRDC’s short, medium and long term requirements


!  Provided a clear view of the current situa=on !  Focused on “what” not on “how” !  Facilitated improvement (Roadmap aligned to the business vision and needs, thus more focused and more cost efficient)

!  Reinforced mo=va=on to set up ITIL® processes

!  Proposed a clear way for presen=ng results: Process Profile, Report, and Presenta=ons

Case Study Conclusion


WHY TIPA?


Values and Benefits of TIPA !   Offers a vendor-‐neutral, structured and repeatable evaluaUon method !   Enables process improvement through goal-‐se;ng & objecUve measurement

-‐  Keeping staff moUvated by establishing milestones -‐  Improving ROI on ITSM projects

!   Allows standardizaUon to compare process-‐maturity with other organizaUons

For end-‐user organizaUons

where assessments are

performed

For consultants and organizaUons who perform assessments

!   Offers a turnkey soluUon for a solid assessment framework and supporUng tools !   A standard for process-‐benchmarking without adopUng a compeUtor framework


Other TIPA Projects Dimension Data

Used TIPA in 4 of their 5 global service centers around the world for: !   Benchmarking & iden=fica=on of

best prac=ces !   Improving processes

Fujitsu Services Oy (Finland) Has used TIPA since 2007 !   Make about 10 assessments per

year to follow different projects !   Use it for process improvement and

to demonstrate to customers that they do their best to serve them

CARRA (Quebec, Canada) Used TIPA in their organiza=on for: !   Benchmarking & iden=fica=on of

of pain points !   Iden=fica=on of the areas to

build upon !   Improving processes !   Ini=a=ng an RFP for

improvement work

KVH (Japan) Their expecta=ons were: !   Process purposes & results met !   Consistent assessment results !   Not only a PASS or FAIL !   Global standard framework !   Possibility to benchmark with

compe=tors


QUESTIONS


!   Steve Tremblay, President !   Excelsa Technologies Consul=ng Inc. !   +1-‐613-‐699-‐3005 ! [email protected] ! www.excelsatech.com

ADDITIONAL INFORMATION


More Informa=on !   Official website: www.=paonline.org

!   Contact Arjan Woertman: [email protected]

!   TIPA reference book from Van Haren: ITSM Process Assessment Suppor=ng ITIL® (available at hjp://bit.ly/hx6t9g )

!   TIPA is an ini=a=ve of Public Research Center Henri Tudor in Luxembourg (hjp://www.tudor.lu)

!   TIPA Training and Consul=ng Services: www.excelsatech.com


Appendix 1: TIPA Process Assesment Overview

TIPA Process Assessment

The TIPA Ra=ng Scale

The Process Profile

The Assessment Report

Presenta=on of the

Assessment Results

Assessment v/s Audit

Experiencing the TIPA

Ra=ng Scale


Appendix 2: TIPA Ra=ng Scale

–  During an assessment, each item is rated as “N,” “P,” “L,” “F,” or “N.A.”

0% 15% 16% 50% 51% 85% 86% 100%

Not Achieved

ParUally Achieved

Largely Achieved

Fully Achieved

L P N F


Appendix 3 – Process Profile Level 1

Performed Level 2

Managed Level 3

Established Level 4

Predictable Process

Performance Performance Management

Work Product Management

Process Definition

Process Deployment

Process Measurement Process Control

F L P P P

Legend Level Achieved Level Not Achieved Not Assessed

Change Management

F

L

P

N

N.A

Legend “Fully”

“Largely”

Partially”

Not”

Not Assessed Not Applicable

Rates

Level 1 Performed

Level 2 Managed

Level 3 Established

Level 4 Predictable

Level 5 Optimizing

Change Management



Appendix 4: Assessment Report

The Assessment Report:

Is the main output of an assessment project.

Is produced during the Results Presenta=on Phase of a TIPA project.

Records the results of the assessment project.

Shows the Process Profile of each assessed process.

Contains the SWOT of each process.

Summarizes the Improvement Recommenda=ons.

TIPA Cer=fica=on

TIPA Lead Assessor

TIPA Assessor(s)

!   Is the project manager of the TIPA assessment project and leads the team of ‘TIPA Assessors for ITIL®’

!   Leads the project from the selec=on of the processes to be assessed to the presenta=on of the assessment results

CerUfied TIPA Lead Assessor

CerUfied TIPA Assessor for ITIL® !   Conducts the assessment interviews

!   Rates processes according to the ra=ng sheets provided in the TIPA Toolbox

!   Analyses the results to draw conclusions on process maturity

Roles in a TIPA team conducUng an assessment



TIPA Membership

OrganizaUons where IT Process

assessments are performed OrganizaUonal Members For organiza=ons that offer

products or services based on TIPA commercially (e.g.: Consul=ng

firms, IT Service Providers, Sonware development firms). Organiza=onal members may employ or contract

TIPA professional members

Professional Members For cer=fied TIPA Assessors and Lead Assessors who want to

par=cipate or lead assessments

TIPA membership allows individuals and organizaUons to become part of a global network of TIPA pracUUoners, who use the framework commercially. The scheme ensures that the TIPA governing body led by CRP Henri Tudor addresses the needs of members and delivers the latest TIPA updates to them.

TIPA governing body: CRP Henri Tudor

Thank you for ajending this session. Don’t forget to complete the evalua=on!


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Fusion2012 DRDC case study