ITIL : At higher levels more specific ITIL terms are used based….

ITILITIL : At higher levels more specific ITIL terms are used based….

Start at Level 1 and answer each question, ticking ‘Y’ or ‘N’ column as appropriate; Check the level criteria given at the foot of the table of Level 1 questions.

If the criteria for Level 1 are satisfied, move on to the next level; Continue up the levels until the criteria for the current level are not entirely met.

For example, should the criteria be satisfied for Levels 1, 1.5, 2, 2.5, and but not quite met for Level 3, then no further questions need be attempted and the organization’s capability level is deemed to be 2.5. Rationale of the assessment scoring system Figure 1 illustrates the rationale of the scoring system used in this questionnaire.

The initial level of the framework, 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 organizational 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 Organizations’ 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 fulfil 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 organization.

At this level, for IT service management, use of full ITIL terminology may be expected. Level 5: Customer Interface, is primarily concerned with the on-going external review and validation of the process to ensure that it remains optimised towards meeting the needs of the customer. The goal of the assessment questionnaires is not to test whether there is complete conformity with ITIL.

The aim is to give the assessing organization 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. — Follow these steps to ascertain the organizational capability level: Start at Level 1 and answer each question, ticking ‘Y’ or ‘N’ column as appropriate; Check the level criteria given at the foot of the table of Level 1 questions.

If the criteria for Level 1 are satisfied, move on to the next level; Continue up the levels until the criteria for the current level are not entirely met.

For example, should the criteria be satisfied for Levels 1, 1.5, 2, 2.5, but are not quite met for Level 3, then no further questions need be attempted and the organization’s capability level is deemed to be 2.5. Rationale of the assessment scoring system Figure 1 illustrates the rationale of the scoring system used in this questionnaire.

The initial level of the framework, Level 1: Prerequisites, ascertains whether the minimum level of prerequisite items is available to support the process activities.

Level 1.5: Management Intent, establishes whether there are organizational 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 questions are written in generic terms regarding products and activities.

At higher levels more specific ITIL terms are used, based on the assumption that Organizations’ 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 fulfil 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 organization.

At this level, for IT service management, use of full ITIL terminology may be expected. Level 5: Customer Interface, is primarily concerned with the on-going external review and validation of the process to ensure that it remains optimised towards meeting the needs of the customer. The goal of the assessment questionnaires is not to test whether there is complete conformity with ITIL.

The aim is to give the assessing organization an idea how well it is performing compared to best practice.

The questionnaire also aims to create awareness of management and control issues that may be addressed to improve the overall process capability.

Read more about ITIL : At higher levels more specific ITIL terms are used based….:

Accredited ITIL Foundation, Intermediate and Expert Certifications

Accredited ITIL Foundation, Intermediate and Expert Certifications, Learn more about ITIL HERE:

ITIL and ITIL : At higher levels more specific ITIL terms are used based….
ITIL - ITIL : At higher levels more specific ITIL terms are used based….
ITIL and ITIL : At higher levels more specific ITIL terms are used based….
ITIL - ITIL : At higher levels more specific ITIL terms are used based….

Recommended For You

Leave a Reply