As Jeremy Clarkson once said:
“When they debate as to what the sound of the SLR engine was akin to, the British engineers from McLaren said it sounded like a Spitfire. But the German engineers from Mercedes said ‘Nein! Nein! Sounds like a Messerschmitt!’ They were both wrong. It sounds like the God of Thunder, gargling with nails.”
And that is an exact description of the ITIL V3 - Complete Process Capability Assessment Toolkit
The difficult economic conditions have put a strain on all businesses to find new ways to generate revenue and improve ROI. The good news is that IT Managers are finding great success with IT Service Management as a tool to generate high ROI. So much so, that research indicates only two IT Management tactics received an increase in budget in 2009: ITIL and Cloud Computing.
The Art of Service's ITIL V3 Complete Process Capability Assessment offers practical data to improve your budgeting, prioritization, deliverability, testing, and ROI. Plus, you'll find out how connecting ITIL V3 and IT Service Management tactics to meet service and retention goals are becoming more prevalent to help companies grow their overall business.
This toolkit provides an easy to apply, but in-depth, assessment model, enabling you to establish the extent to which your organisation has adopted the good practice guidance for IT Service Management (ITSM) based on the Information Technology Infrastructure Library (ITIL) version 3.
It provides the tools an individual requires to identify a baseline of current practices and communicate the findings to other stakeholders. The documents themselves provides instructions about how they are intended to be used, while still allowing flexibility for them to be changed according to the individual’s needs.
The Toolkit Flows logically, Is scalable, Provides questionnaires and results spreadsheets, and most of all, Saves you time.
4 Easy Steps to your Complete ITIL V3 Process Capability Self Assessment:
Step 1: Start by reviewing the Toolkit Introduction PowerPoint presentation.
This presentation will give you an understanding of the purpose of an ITSM assessment, examples of questioning techniques that can be used and risk factors to consider. It can also be used as the basis for management presentations for educating other individuals participating in the assessment.
To give staff a refresher on ITIL V3, an introduction presentation has been provided, explaining at a high level the purpose, benefits and structure of ITIL V3.
Step 2: Select the stakeholders who will be involved during the assessment, including both the facilitator(s) and interviewees.
A broad range of stakeholders should be involved so that the results reflect a broader perspective of IT Service Management practices, rather than those of a single group (e.g. the Service Desk).
Arrange suitable times to meet with the stakeholders and conduct the assessment. Allow approximately 90 minutes for the interview, allowing for longer times if the individual has not been adequately prepared regarding the purpose and nature of the assessment.
Step 3: Conduct the assessment interviews using the Process Capability Assessment Questionnaire documents.
General observations and supporting evidence should also be documented by the facilitator during the interviews. To assist with this, the facilitator can use the ITIL Environment Health Check questionnaire. This document can be used to compare how different individuals perceive ITSM at the current time.
Documents to use:
Service Strategy:
• Capability Assessment
• Results Spreadsheet
Service Design:
• Capability Assessment
• Results Spreadsheet
Service Transition:
• Capability Assessment
• Results Spreadsheet
Service Operation:
• Capability Assessment
• Results Spreadsheet
Continual Service Improvement:
• Capability Assessment
• Results Spreadsheet
Step 4: Enter the results of the stakeholder interviews in the Assessment Results spreadsheet.
If more than 10 stakeholders are involved in the interviews, make sure that both the input fields and graphs of results are updated accordingly.
51 ITIL V3 Process Mind Maps - The ITIL V3 Factsheet Benchmark GuideAdd to Wishlist
How to Develop, Implement and Enforce ITIL V3's best practicesAdd to Wishlist
