Tipu: a method for service management Continual Service Improvement (CSI)
...and dozens more that are not directly part of the value chain: finance, design, monitoring, disaster recovery, security, audit, training, reporting, customer helpdesk...
Almost all of them would return nett benefit if you invested in improving them. It is likely you have multiple projects underway to improve a few of them. But there are only so many projects you can run at once. What of all the other areas?
There is an expectation that professional staff will make improvements in their own areas as a regular part of their role.
There is an approach known as Continual Service Improvement that identifies and plans for improvements.
Tipu™ combines both concepts. Tipu is a method for creating and executing a service improvement programme which centrally plans, prioritises and coordinates the efforts of staff to improve the organisation as part of business as usual. It has something to contribute to everyone wanting to improve Service Management.
By all means run as many formal improvement projects as you can. For the rest of the organisation there is Tipu.
Tipu is more about incremental improvement than transformational improvement, i.e. it's about all the other stuff that projects don't cover. You CAN include your formal improvement projects as part of the overall Tipu programme, but the main thrust is what you might characterise as "miscellaneous improvement". Transformational improvement - big changes - should really be managed as a project. Tipu is for "everything else".
Tipu is free, open content.
- Advice and guidance on approaching CSI
- SIP planning templates and method
- A framework for decomposing SM into manageable tasks smaller than "processes"
- An architecture for creating true practices not just "processes"
- Other resources as we dream them up
Tipu is not getting further development right now. Help yourself, there are some good ideas in there for you:
- Agile CSI
- grass-roots champions
- doing CSI as BAU not project: it's "continual" dammit
- don't make one person or team own CSI, everyone else cops out
- don't "do ITIL"
- don't improve great lumps of process, get granular
Want Tipu? You can find Tipu core content and other resources here.
For more information on Tipu:
A presentation on Tipu:
and a 7-minute video: