Continual Service Improvement depends on periodically answering the question “Where are we now?” Our ITSM assessments provide a standards-based means for determining your strengths, weaknesses, threats and opportunities.
Typical Assessment Objectives
|•||Prioritizing service improvement objectives|
|•||Resolving stubborn performance problems|
|•||Preparing for ISO/IEC 20000 conformity|
|•||Validating the deployment of ITSM tools, processes or organizational changes|
Four Different Assessment Scopes
Focus your assessment on the areas most useful to you, without wasting effort on assessments of activities you do not perform.
|•||Service Offerings and Agreements: Strategy Generation, Financial Management, Service Portfolio Management, Supplier Management, Customer Relationship Management, Service Level Management|
|•||Release, Control and Validation: Release Management, Change Management, Configuration Management, Service Validation and Testing, Knowledge Management|
|•||Operational Support and Analysis: Event Management, Incident Management, Problem Management, Request Fulfillment, Service Catalogue Management, Access Management|
|•||Planning, Protection and Optimization: Capacity Management, Availability Management, Service Continuity Management, Information Security Management, Demand Management|
The assessment includes a written report with findings and recommendations, a face-to-face presentation of the findings and coaching sessions with management to prioritize the findings and to determine the best means for addressing them.
What is delivered with each assessment?
Each assessment considers your organization from the following perspectives:
|•||Your personnel, how they are organized, their skills|
|•||How you work – your processes and other working methods|
|•||Your management and leadership approach|
|•||Technology, automation and tool support|
|•||Your suppliers and partners|
Each assessment is performed at a fixed price. Call us for an offer or for your custom requirements.