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ITSM Assessment

Consultancy

IT Service Management Assessment

Before you can decide where it is you want to go, it's useful to know where you're starting from.

The Public IT Service Management Assessment service gives the IT organisation a clear view of how their existing processes compare to documented good practice, based on the ISO/IEC 20000 IT Service Management standard. This can then be used to make an informed decision regarding the pace of implementation and whether or not to consider certification against the standard.


Typical Benefits

  • Informs the decision-making process so that achievable goals can be set, including where to start and timescales

  • Allows more accurate budget and resource planning

  • Establishes a definitive starting point against which future progress can be measured and reported


Scope

Covers all processes and requirements of the ISO/IEC 20000 standard Part 1 (the Specification). This includes:

  • Overall management system

  • Service Level Management

  • Incident Management

  • Problem Management

  • Change Management

  • Configuration Management

  • IT Service Continuity and Availability

  • Information Security

  • Capacity Management

  • Budgeting and Accounting

  • Business Relationship Management

  • Supplier Management

  • Release and Deployment Management

Method:

  • Detailed interviews of key members of staff

  • Review of existing documentation and information databases

  • Observation of current processes in action

  • Review of current service management systems, including service desk, configuration management and availability monitoring

  • Comprehensive report of findings


IT Service Management Assessment Report Contents:

  •     Management summary

  •      Conformity charts giving a visual summary of conclusions

  •      Detailed findings by subject area

  •      Existing good practice is highlighted along with areas for improvement

  •      Numerical rating for each area

  •      Recommendations for implementation, including Scope, Resources, Timescales and Approach    

  •      Appendix showing scoring by ISO/IEC 20000 requirement


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