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BENEFITS OF DOCUMENT
This Excel spreadsheet system with approx. 400 Questions allows you to conduct a Assessment of IT Service Design processes:
1. Design Coordination
2. Service Catalogue Management
3. Service Level Management
4. Supplier Management
5. Availability Management
6. Capacity Management
7. IT Service Continuity Management
8. Information Security 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 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
The use of the PMF in the assessment of service management processes relies on an appreciation of the IT organization growth model.
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Source: Best Practices in ITSM Excel: ITSM Process Assessment - Service Design Excel (XLSX) Spreadsheet, Ivana Nissen
ABOUT THE AUTHOR: IVANA NISSEN
Ivana Nissen is an experienced Director with extensive experience in the Management Consulting industry, specializing in Business Process Design, IT Service Management, and IT Strategy. Ivana has a Master of Science (MSc) in Mathematics and Computer Science.
ITIL v3 accredited trainer (2008 - today)
ITIL v2 accredited trainer (2003 - 2007)
ITIL consultant (2003 - today)
Service Desk Institute auditor (2004 - today)
Service Desk Institute consultant (2004 - today)
ITIL v3 Intermediate Qualification: Service Design (2011)
ITIL v3 Intermediate Qualification: Continual Service Improvement (2011)
ITIL v3 Intermediate Qualification: Service Strategy (2010)
ITIL v3 Intermediate Qualification: Service Transition (2010)
ITIL v3 Expert (2009)
ITIL v3 Managers Bridge (2009)
ITIL v3 Intermediate Qualification: Service Offerings and Agreements (2009)
ITIL v3 Intermediate Qualification: Operational Support and Analysis (2009)
ITIL v3 Intermediate Qualification: Service Operation (2009)
ITIL v3 Foundation (2008)
ITIL v2 Service Manager (2004)
Help Desk Analyst (2004)
Help Desk Manager (2004)
ITIL v2 Foundation (2003)
Ivana Nissen has published 26 additional documents on Flevy.
This business document is categorized under the function(s): Information Technology
It applies to All Industries
File Size: 403.8 KB
Related Topic(s): ITSM
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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