The Tipu Framework

A framework is a structure to organise ourselves around. Tipu has its own Framework to allow us to organise our thinking and have something to compare other frameworks to (to identify the gaps – we like to think Tipu is pretty complete). One of the main purposes of the Tipu Framework is to show the complexity of service management. The Tipu Framework provides structure but it is not intended to provide a reference or advice.

A simple policy mechanism

Here is a mechanism to evolve policy that makes sure the decision-maker is consulted when necessary and not bugged when unnecessary.

The Tipu value statement

People ask me what the value of Tipu: what is the Value On Investment (VOI) and how do you measure it? The answer is simple: unknown, and you can't.

A basic taxonomy for service records (tickets)

This is a taxonomy (a naming or categorising system) for the records you need to track when supporting services (the Respond practice area).

A basic service management model

Here is the simple service management model used in the book Basic Service Management:
Seven Practice Areas

Resolve a Major Incident (or Problem)

Objective: to complete the Major Incident process as cleanly as possible.
This is a Read-Do-checklist: check these off as you resolve a Major Incident to ensure you don't miss anything

This checklist follows on from Declare a Major Incident (or Problem) checklist.

Tipu and CSI

The scope of CSI can include Service Practices Improvement – the warranty of the services – and Service Systems Improvement – the utility of the services.

Tipu talks a lot about Service Practices Improvement because that is generic to all organisations.

Tipu is equally useful for driving Service Systems Improvement, but the actual Mahi will be unique to your systems.

One last thought: Tipu isn't actually tied to CSI. Tipu could be used as a method of improving anything at all.

Tipu and kanban

I'm excited by the possibilities of using a kanban approach instead of structured "sprints" for the Tipu method. This would give us two alternate approaches - different strokes...

This page will be updated as ideas and - later - experiences accumulate.

There is a comment link at the bottom - let's hear your thoughts. And check back here regularly.

Tipu Pilot Programme

The full Tipu Method is now available to invited Beta reviewers (it is not yet released on our resources page until it goes GA).

If you would like to actually use Tipu to implement and run a CSI programme of work, please register on the Tipu Pilot programme. Two Hills reserves the right to close the Pilot programme off when a sufficient (limited) number of sites register. Priority will be given to sites piloting Tipu in a non-IT context - i.e. for improving business services.

BSM: Basic Service Management - the book

Buy it now

BSM is a 50 page description of how to plan and provide services, or put another way: how to manage your organisation.

Now available in Spanish

Service Management is the potent idea that could change the way you run your organisation. This useful little book is a guide to operating any enterprise, from the point of view of the services it delivers. After all, delivery is what success is about.

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