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ITSM Process Assessment - Service Operation   Excel template (XLSX)
$45.00

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ITSM Process Assessment - Service Operation (Excel XLSX)

File Type: Excel template (XLSX)

Top 500 Best Practice $45.00

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BENEFITS OF DOCUMENT

  1. ITSM Self Assessment
  2. Benchmarking
  3. Supports Digital Transformation

DESCRIPTION

This product (ITSM Process Assessment - Service Operation) is an Excel template (XLSX), which you can download immediately upon purchase.

This Excel spreadsheet system with approx. 300 Questions allows you to conduct a Assessment of ITSM 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 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 template is meticulously designed to streamline the assessment process, featuring a scoring table and question counter to facilitate precise evaluations. Each process sheet is structured to ensure auditors only input data in designated cells, with all other values auto-calculated for efficiency. The comprehensive framework covers key ITSM areas, ensuring a thorough analysis of process performance, management, and innovation. This tool empowers your organization to identify gaps, implement best practices, and drive continuous improvement in service operations.

Got a question about the product? Email us at support@flevy.com or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: Best Practices in ITSM Excel: ITSM Process Assessment - Service Operation Excel (XLSX) Spreadsheet, Ivana Nissen


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OVERVIEW

File Type: Excel xlsx (XLSX)
File Size: 361.2 KB

ABOUT THE AUTHOR

Author: Ivana Nissen
Additional documents from author: 26

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. [read more]

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ITSM ITIL Change Management Service Management ISO 20000 ISO 27001 IEC 27002 Process Analysis Incident Management Problem Management Access Management Configuration Management M&A (Mergers & Acquisitions) Change Readiness Business Transformation

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