ITSM Process Assessment - Continual Service Improvement (Excel XLSX)

This Excel spreadsheet system with approx. 60 Questions allows you to conduct a Assessment of ITSM Continual Service Improvement process:

7-step improvement process

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 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

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 processes.

This comprehensive template provides a structured approach to evaluating the maturity of your ITSM processes. It includes detailed scoring tables and question counters to ensure a thorough and accurate assessment. The Excel-based system allows auditors to fill in only the necessary fields, with all other values calculated automatically, streamlining the evaluation process.

The Excel template also offers clear guidelines on interpreting maturity levels and includes notes to help auditors address low-maturity areas effectively. This tool is designed to help organizations pinpoint weaknesses and drive targeted improvements, making it an essential resource for any IT department committed to continual service enhancement.