The self-assessment scheme is composed of ITIL Assessment Tool and a simple questionnaire which enables you to ascertain which areas should be addressed next in order to improve the overall process capability.
The ITIL Assessment is based on a generic framework which recognizes 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 organization 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 organization 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 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, 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 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 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 optimized towards meeting the needs of the customer.
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