© The Art of Service Pty Ltd 2009 ‘All of the information in this document is subject to copyright.
No part of this toolkit may in any form or by any means (whether electronic or mechanical or otherwise) be copied, reproduced, transmitted or provided to any other person without the prior written permission of The Art of Service Pty Ltd, who owns the copyright.’ Introduction This toolkit provides a generic assessment model, enabling you to establish the extent to which your organisation has adopted the good practice guidance for IT Service Management (ITSM) based on the Information Technology Infrastructure Library (ITIL) version 3. It provides the tools an individual requires to identify a baseline of current practices and communicate the findings to other stakeholders.
The documents themselves provides instructions about how they are intended to be used, while still allowing flexibility for them to be changed according to the individual’s needs. The Toolkit: Flows logically, Is scalable, Provides questionnaires and results spreadsheets, Saves you time. Step 1 Start by reviewing the “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 “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 “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. Documents to use: Service Strategy: “Service%20Strategy/Service_Strategy_Capability_Assessment_Questionnaire.doc” Capability Assessment “Service%20Strategy/Assessment%20Results%20-%20Service%20Strategy.xlsx” Results Spreadsheet Service Design: “Service%20Design/Service_Design_Capability_Assessment_Questionnaire.docx” Capability Assessment “Service%20Design/Assessment%20Results%20-%20Service%20Design.xls” Results Spreadsheet Service Transition: “Service%20Transition/Service_Transition_Capability_Assessment_Questionnaire.docx” Capability Assessment “Service%20Transition/Assessment%20Results%20-%20Service%20Transition.xls” Results Spreadsheet — © The Art of Service 2009 Page PAGE 3 ITIL V3 Process Capability Assessment Service Transition Capability Assessment
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