|
|
 |
      Self Assessment
|
ITIL Service Management Self Assessment
This process is one of a number of self-assessments of important processes, enabling you to establish the extent to which your organisation has adopted the better practice guidance available from OGC (the Office of Government Commerce). The self-assessment scheme is composed of a simple questionnaire which enables you to ascertain which areas should be addressed next in order to improve the overall process capability. The assessment is based on a generic framework which recognises that there are a number of structural elements which need to be in place for process management and for it to satisfy the overall intent and meet the needs of the customer. To establish where a particular organisation stands in relation to the process capability framework, a variable number of questions should be answered. The questions are weighted, and the answers lead to whether your organisation has passed or failed a particular area. Rationale of the self-assessment scoring system
Level 1: Prerequisites, ascertains whether the minimum level of prerequisite items are available to support the process activities. Level 1.5: Management Intent, establishes whether there are organisational policy statements, business objectives (or similar evidence of intent) providing both purpose and guidance in the transformation or use of the prerequisite items. At the lowest levels of the framework model (see Figure 1), the questionnaire is written in generic terms regarding products and activities. At higher levels more specific ITIL terms are used, based on the assumption that Organisations’ achieving higher level scores are more likely to use the ITIL vocabulary. Level 2: Process Capability, examines the activities being carried out. The questions are aimed at identifying whether a minimum set of activities are being performed. Level 2.5: Internal Integration seeks to ascertain whether the activities are integrated sufficiently in order to fulfill the process intent. Level 3: Products, examines the actual output of the process to enquire whether all the relevant products are being produced. Level 3.5: Quality Control, is concerned with the review and verification of the process output to ensure that it is in keeping with the quality intent. Level 4: Management Information, is concerned with the governance of the process and ensuring that there is adequate and timely information produced from the process in order to support necessary management decisions. Level 4.5: External Integration, examines whether all the external interfaces and relationships between the discrete process and other processes have been established within the organisation. At this level, for IT service management, use of full ITIL terminology may be expected. The goal of the self-assessment questionnaires is not to test whether there is complete conformance with ITIL. The aim is to give the self-assessing organisation an idea how well it is performing compared to ITIL best practice. The questionnaire also aims to create awareness of management and control issues that may be addressed to improve the overall process capability.
Online Self AssessmentOffline Self Assessment
Analysis of Results
|
||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|
