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ITIL Process Assessment Tool (iPAT) by IBM GBS Transition & Transformation CoE

IP.com Disclosure Number: IPCOM000254254D
Publication Date: 2018-Jun-14
Document File: 5 page(s) / 442K

Publishing Venue

The IP.com Prior Art Database

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ITIL Process Assessment Tool

Acronyms:IT: Information Technology ITIL: Information Technology Infrastructure Library IPAT: ITIL Process Assessment Tool E2E: End to End CMM: Capability Maturity Model R&R: Roles & Responsibilities RACI: Responsible, Accountable, Consulted, Informed Overview:ITIL Process Assessment Tool (iPAT) enables a methodical assessment of 26 ITIL processes using best practices. The idea describes a tool that follows the phased method to collect different information from multiple sources and used to determine the maturity of each of the processes. Separation of the facts and findings enables identification of gaps that ranked the maturity of the process at a lower level. Recommendations from the best practices show up for the actions to close these gaps. Information content of value and interest in various reports for different stakeholders about the assessment is also identified. About IPAT:iPAT assists evaluation of IT Service Management Operational Process, aligned to tool & supported metrics, review maturity model of Operating Processes within organization through the identification of gaps, recommendations, action per Process topic & plan actions on Priority & need for closure, enable assessment at various stages of delivery account lifecycle (Due Diligence, Transition and Steady State), assists in continuous improvement initiates per Process covering Process, Tools & Metrics with traceability of assessments per Process, per Phases and see improvement factors realized. It covers 26 ITIL processes defined and the tool built with this can be configured to assist with assessments on process, tool, metrics and the assessment questions are configurable to amend/change, as per best practices being seen across industry over period of time. Need for a New Tool: In current market, to evaluate an IT Operational Process, as per ITIL scope and standards, there are limited Tools available with limited capabilities and outcome, which can perform an E2E assessment covering holistic enterprise IT operational model, involving – Process, Tools, Metrics/Performance, Strategy by involved stakeholders. Further there is no requirement or usage of complexity insights from client's enterprise IT operational view, supported by single / multi vendors for their managed scope (application, services, responsibility, contracts etc.), and their impact on the Process, Tools, Metrics in the ITIL Process maturity model. Business Need: iPAT addresses the below business needs and pain points:

• Improve quality of IT delivery • Reduced cost of training. • Reduce long term cost of service Provision • Efficient and effective processes in Organization • Improved Organization’s control over execution of projects • Increased competence, capability and productivity of IT staff • Improved customer satisfaction due to more professional approach to service delivery

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Assessment Attributes & Maturity Model iPAT assessment checklists, cover...