TIPA Toolbox overview

Code
T1 T2 T3 T4 T5 T6 T7 T8 T9 T10 T11 T12 T13 T14 T15 T16 T17 T18 T19

Name
Standard TIPA assessment presentation Service Estimation tool Service Offer template TIPA Method Checklist Checklist for Assessment Coordinator Checklist for context discovery Interview Planning and Follow-up template Assessment Team availability template Assessment Scope Agreement template Standard TIPA Process Assessment Model (PAM) Standard TIPA assessment Questionnaires Standard TIPA Process Rating Sheets Interview Feedback Form template Assessment Kick-off Meeting Presentation template Document collection follow-up template Overall Profile & Analysis template Assessment Report template Assessment Results Presentation template Deliverable Receipt Form template

Definition
It presents the objectives and the approach of the TIPA assessment. It helps estimate the workload of the assessment project. It helps a service provider propose an offer to an organization who requires a process assessment project. It helps keep track of the tasks that should be performed during each phase of the assessment project. It lists the steps that should be taken by the Assessment Coordinator to prepare the assessment project. It lists the items that should be discussed with the Assessment Coordinator, Assessment Sponsor, or Managers to better understand the context of the organizational that is assessed. It lists the assessment interviews with interviewee, date and time, assessed processes and allows to keep track of the interviews. It records the time periods when the Assessment Team members are available for assessment interviews. It defines the objectives, scope, and constraints of the assessment project. It is the standard description of all ITIL processes in the TIPA Methodology. One questionnaire exists for each TIPA process. It is used by the Assessors to conduct the assessment interview. One Process Rating Sheet exists for each TIPA process. It is used to record process ratings, analysis and recommendations. It enables the Assessment Team to get a feedback from interviewees on their satisfaction on the way the interview was conducted and on their understanding of the assessment project. It presents the objectives, the approach, the context and the steps of a particular assessment project in an organization. It lists the documents that are collected during the interviews. It consolidates assessment results for all processes and builds diagrams presenting these results. It helps prepare the report presenting the results of the assessment project. It presents on slides the results of the assessment project. It lists the deliverables that have been produced during the assessment project and delivered as defined in the Service Offer.

Table 1: TIPA tools with their definition

Figure 1: TIPA tools, grouped by type

Code T1 T2 T3 T4 T5 T6 T7 T8 T9 T10 T11 T12 T13 T14 T15 T16 T17 T18 T19

Name Standard TIPA assessment presentation Service Estimation tool Service offer template TIPA Method Checklist Checklist for Assessment Coordinator Checklist for context discovery Interview Planning and Follow-up template Assessment Team availability template Assessment Scope Agreement template Standard TIPA Process Assessment Model (PAM) Standard TIPA assessment Questionnaires Standard TIPA Process Rating Sheets Interview Feedback Form template Assessment Kick-off Meeting Presentation template collection follow-up template Document Overall Profile & Analysis template Assessment Report template Assessment Results Presentation template Deliverable Receipt Form template

Definition X X X X X X X X X

Preparation Assessment

Analysis

Results Presentation

Closure

X X

X X X X X X X X X X X

Table 2: TIPA tools, grouped by assessment phase

Figure 2: T2 Service Estimation tool

Table 3: T4 TIPA Assessment Checklist

Figure 3: T7 Interview Planning & Follow-up

Table 4: T11 Example of Assessment Questionnaire

Input evidence of the rating

Practice / attribute CHAN-BP1 CHAN-BP2 CHAN-BP3

Rating for this instance of process L F F L

Evidence

He has the big picture of the process and know s w hy he does these things. The portal is used by most of the customers. RFCs are only filtered w hen they assume that the number is too high. The categories and priorities are formalized and he applies them in his day-to-day job. The w ay the impact is analyzed is not defined and each support team member does it as they like. He tries to do his best but the impact analysis is difficult w ithout a global view . There is a change committee responsible for change approvals from the financial, technical and business point of view s. He sends information to his manager on the changes he is responsible for, but does not know more about this activity Each case is updated every day to make sure it still has to be done. Change is managed the same w ay as for an incident. Major changes are assessed, and users are requested to give feedback on satisfaction. There is a "closed" status in the tracking tool and the status is checked regularly.

Input of the rating

CHAN-BP4

CHAN-BP5 CHAN-BP6 CHAN-BP7 CHAN-BP8 CHAN-BP9 PA 1.1

F N.A. L L F F

Figure 3: T12 TIPA Process Rating sheets

Project XYZ
Level 1 Performed
Process Performance

Level 2 Managed
Performance Work Product Management Management L F F F P L L P F P

Level 3 Established
Process Definition P L N L N Process Deployment P L N L N

Level 4 Predictable
Process Measurement Process Control

Level 5 Optimising
Process Innovation Process Optimisation

Incident Management Change Management Release Management Configuration Management Problem Management

F F F F L

Legend
"Fully" "Largely" "Partially" "Not"

Rates
F L P N Not Assessed

Figure 5: Processes profiles in T16 Overall Profile and Analysis

Project XYZ
Level 1 Perform ed Level 2 Managed
R R U R U

Level 3 Established
U U U R U

Level 4 Predictable
NA NA NA NA NA

Level 5 Optim ising

NA NA NA NA NA

Incident Management Change Management Release Management Configuration Management Problem Management

R R R R R

Legend Level achieved Level not achieved Not Assessed

Figure 6: Maturity levels reached in T16 Overall Profile and Analysis

Figure 4: T19 TIPA Deliverable receipt form