ITSM Process Assessment - Service Operation (Excel XLSX)

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.