ITIL Environment Health Check Name: ………………………. Date: ………………………. 1.
How would you rate the level of consistency for ITSM practices employed cross the organisation? 2.
Are the service provider’s customers clearly defined and known? Who owns the relationship with customers? ?3.
What service catalogue do customers see? Users? IT staff? ?4.
How do users/customers request a new service or a change to how they get the service? How is that provisioned? ?5.
When did you last celebrate good performance or a goal met? ?6.
What person owns each ITIL process? ?7.
What accountability do people have for process compliance? How is it measured? Rewarded? ?8.
Is service performance benchmarked and reviewed regularly? What is the process to act on unacceptable results of that review? 9.
What training and coaching are new staff given? Does it includes work procedures? Do existing staff get updates and refreshers? ?10.
What has improved in the last year? How can you tell? ?11.
How is customer satisfaction tracking? How is it measured? How often? ?12.
How is user satisfaction tracking? ?13.
How do you review processes and procedures? Who is involved? How often?
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