Flows logically, Is scalable, Provides questionnaires and results spreadsheets, Saves you time. Step 1 Start by reviewing the HYPERLINK “Toolkit%20Introduction%20Presentation.ppt” Toolkit Introduction PowerPoint presentation. This presentation will give you an understanding of the purpose of an ITSM assessment, examples of questioning techniques that can be used and risk factors to consider.
It can also be used as the basis for management presentations for educating other individuals participating in the assessment. To give staff a refresher on ITIL V3, an HYPERLINK “Introduction%20to%20IT%20Service%20Management.pptx”introduction presentation has been provided, explaining at a high level the purpose, benefits and structure of ITIL V3. Step 2 Select the stakeholders who will be involved during the assessment, including both the facilitator(s) and interviewees. A broad range of stakeholders should be involved so that the results reflect a broader perspective of IT Service Management practices, rather than those of a single group (eg the Service Desk). Arrange suitable times to meet with the stakeholders and conduct the assessment.
Allow approximately 90 minutes for the interview, allowing for longer times if the individual has not been adequately prepared regarding the purpose and nature of the assessment. Step 3 Conduct the assessment interviews using the Process Capability Assessment Questionnaire documents.
General observations and supporting evidence should also be documented by the facilitator during the interviews.
To assist with this, the facilitator can use the HYPERLINK “ITIL%20Environment%20Health%20Check.doc” ITIL Environment Health Check questionnaire.
This document can be used to compare how different individuals perceive ITSM at the current time. — © The Art of Service 2009 Page PAGE 3 ITIL V3 Process Capability Assessment Service Transition Capability Assessment
Read more about ITIL V3 : To give staff a refresher on ITIL V3 an HYPERLINK….: