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BENEFITS OF DOCUMENT
  1. ITIL Self Assessment
  2. Benchmarking
  3. Supports Digital Transformation

DOCUMENT DESCRIPTION

This Excel spreadsheet system with approx. 300 Questions allows you to conduct a Assessment of ITIL v3 Service Operation processes:

1. Event Management
2. Request Fulfilment
3. Access Management
4. Incident Management
5. Problem Management

Assessment highlights areas that require particular attention and gives you idea on process maturity. It can also be used as a benchmarking mechanism and a boost in creating continual improvement culture for your ITSM / ITIL processes.

The assessment is based on Process maturity framework (PMF), (as recommended in ITIL Service Design book). Maturity rating levels are:

Level 1: Initial
Level 2: Repeatable
Level 3: Defined
(Level 3 +: Deployed )
Level 4: Managed
Level 5: Optimizing

The use of the PMF in the assessment of service management processes relies on an appreciation of the IT organization growth model. At the process level, assessment covered following groups of questions regarding process attributes to establish process maturity:

1.?????? Process performance (outcomes achieved)
2.?????? Performance Management ( activities performed)
3.?????? Work product management ( inputs/outputs)
4.?????? Process Definition ( roles documentation)
5.?????? Process deployment( accepted, performed)
6.?????? Process Measurement
7.?????? Process control
8.?????? Process innovation
9.?????? Process optimisation

Got a question about the product? Email us at [email protected] or ask the author directly by using the form to the right. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: ITIL Process Assessment - Service Operation (XLS) Excel document

 

ITIL Process Assessment - Service Operation (XLS)

Sold by Ivana Nissen (this author has 33 documents)

$45.00

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This business document is categorized under the function(s): Information Technology  

It applies to All Industries.

File Type: Excel (xlsx)

File Size: 361.2 KB

Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.

Initial upload date (first version): Jan 22, 2019
Most recent version published: Jan 23, 2019

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