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Best Practices For ITSM Process Assessments Troy DuMoulin AVP Product Strategy Pink Elephant Pink Elephant
Best Practices For ITSM Process Assessments Troy DuMoulin AVP Product Strategy Pink Elephant Pink Elephant

Best Practices For ITSM Process Assessments

Best Practices For ITSM Process Assessments Troy DuMoulin AVP Product Strategy Pink Elephant Pink Elephant –

Troy DuMoulin AVP Product Strategy Pink Elephant

Pink Elephant Leading The Way In IT Management Best Practices

Introduction Assessment Preparation Gathering & Interpreting Analyzing & Evaluating Post-assessment Activities

Introduction

& Evaluating Post-assessment Activities Introduction Continual Service Improvement Why Conduct A Process
& Evaluating Post-assessment Activities Introduction Continual Service Improvement Why Conduct A Process

Continual Service Improvement Why Conduct A Process Assessment? Self Assessments vs External

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Purpose Of CSI

Purpose Of CSI The main purpose of Continual Service Improvement is to continually align and realign
Purpose Of CSI The main purpose of Continual Service Improvement is to continually align and realign

The main purpose of Continual Service Improvement is to

continually align and realign IT services to the business

requirements by identifying and implementing improvement opportunities to support the business processes. CSI is looking for ways to improve

effectiveness and efficiency and reduce costs.

ITIL is a Service Management Framework.

This means that the

processes described by ITIL exist for the primary purpose of planning, delivering and supporting IT services.

How To Conduct An ITSM Process Assessment

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2

Quality Systems

Continuous Process Improvement

Process
Process

Define

ITIL Best Practices
ITIL Best Practices
Process Improvement Process Define ITIL Best Practices Quality Systems Frameworks IT Infrastructure Library Meta
Process Improvement Process Define ITIL Best Practices Quality Systems Frameworks IT Infrastructure Library Meta
Process Improvement Process Define ITIL Best Practices Quality Systems Frameworks IT Infrastructure Library Meta

Quality

Systems

Frameworks

IT Infrastructure Library

Meta Models

IBM Processes

EDS Digital Workflow

Microsoft MOF

e-Telecom Ops Map

ISO 900x

TQM

EFQM

Improve

Control And Stabilize

Ops Map ISO 900x TQM EFQM Improve Control And Stabilize Six Sigma Malcolm Baldrige Theory of
Ops Map ISO 900x TQM EFQM Improve Control And Stabilize Six Sigma Malcolm Baldrige Theory of

Six Sigma

Malcolm Baldrige

Theory of Constraints

Statistical Process Control

Deming

Etc.

Measure

Etc.

What is not defined cannot be controlled

What is not controlled cannot be measured

What is not measured cannot be improved

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3

A Process Assessment Is…

A Process Assessment Is…  A standardized survey which determines the quality and effectiveness of the
A Process Assessment Is…  A standardized survey which determines the quality and effectiveness of the

A standardized survey which determines the quality

and effectiveness of the IT Service Management

practices in an IT organization

A repeatable method of objectively gaining an understanding of the quality, structure, maturity and

bottlenecks of an IT organization’s Service

Management processes

No process can be more efficient than its limiting constraint or bottleneck.

Theory of constraints: Eli Goldratt

or bottleneck. Theory of constraints: Eli Goldratt How To Conduct An ITSM Process Assessment © Pink

How To Conduct An ITSM Process Assessment

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4

The Purpose Of Assessments

The Purpose Of Assessments  A planning input and tool  Investment validation  Driver for
The Purpose Of Assessments  A planning input and tool  Investment validation  Driver for

A planning input and tool

Investment validation

Driver for compliance

Provides a baseline to measure the success of an improvement project

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Self-assessments

Pros:

No external assistance

required

Flexibility in scheduling

Promotes internal cooperation and

communication

Good place to get started

Internal knowledge of environment

How To Conduct An ITSM Process Assessment

of environment How To Conduct An ITSM Process Assessment Cons:  Lack of objectivity  Acceptance
of environment How To Conduct An ITSM Process Assessment Cons:  Lack of objectivity  Acceptance

Cons:

Lack of objectivity

Acceptance of findings is

limited

Internal politics

Limited knowledge or

skills

Resource intensive

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External Assessments

Pros:

Objectivity/credibility

Expert ITIL knowledge

Broad exposure to multiple IT organizations

Analytical skills

Quick turn around on report generation

Minimal impact to operations

How To Conduct An ITSM Process Assessment

to operations How To Conduct An ITSM Process Assessment Cons:  Cost  Risk of acceptance
to operations How To Conduct An ITSM Process Assessment Cons:  Cost  Risk of acceptance

Cons:

Cost

Risk of acceptance

Limited knowledge of environments

Lack of preparation

affects effectiveness

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7

Process Maturity Models MATURITY LEVEL: Degree of process improvement across a predefined set of process
Process Maturity Models MATURITY LEVEL: Degree of process improvement across a predefined set of process

Process Maturity Models

MATURITY LEVEL: Degree of process improvement across a predefined set of process areas in which pre-defined criteria are attained (Capability Maturity Model ® Integration (CMMI) )

®CMM, CMMI and Capability Maturity Model are registered in the US Patent & Trademark Office by Carnegie Mellon University.

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What Are Maturity Models?

What Are Maturity Models?  Maturity Models provide a generic profile of the stages through which
What Are Maturity Models?  Maturity Models provide a generic profile of the stages through which

Maturity Models provide a generic profile of the stages

through which the enterprises evolve for management

and control of IT processes. They provide:

A set of requirements and enabling aspects at different maturity levels A scale:

Where difference can easily be measured

That lends itself to pragmatic comparison

The basis for setting as-is and to-be positions

Support for gap analysis to define what needs to be done to achieve a certain level

Support for benchmark comparison with other organizations

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Process Maturity

 

Maturity Level

 

Description

0.

Non-Existent

A

general lack of process activities.

1. Initial

Evidence that the enterprise recognizes issues exist that need to be addressed.

 

Processes designed so that similar procedures are followed by

2. Repeatable

individuals.

There is a high reliance on individual knowledge and skill level.

 

A

standardized and documented level of process.

3. Defined

Communicated through training.

4. Managed

Processes are good practice and are measured in support of improvement activities.

5. Optimized

Processes are best practice and have continual improvement models in place.

practice and have continual improvement models in place. Generic Process Maturity Levels “Levels of organizational
practice and have continual improvement models in place. Generic Process Maturity Levels “Levels of organizational

Generic

Process

Maturity

Levels

“Levels of

organizational

development”

Maturity Levels “Levels of organizational development” How To Conduct An ITSM Process Assessment © Pink Elephant

How To Conduct An ITSM Process Assessment

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Maturity Characteristics

Maturity Characteristics How does it work? Maturity Level Description 0. Non-Existent Nothing present No standard
Maturity Characteristics How does it work? Maturity Level Description 0. Non-Existent Nothing present No standard

How does it work?

Maturity Level Description 0. Non-Existent Nothing present No standard processes 1. Initial Ad hoc approaches
Maturity Level
Description
0.
Non-Existent
Nothing present
No standard processes
1.
Initial
Ad hoc approaches
2.
Repeatable
No formal training or communication
3.
Defined
Standardized and documented
4.
Managed
Monitor and measure compliance to
procedures
5.
Optimized
Proactive and continuous self
improvement

Defined Characteristics:

Visible results

Documented procedures

Formal training

Active rather than reactive

Onus on individual for compliance

Formal planning

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11

ITSM Process Maturity

ITSM Process Maturity How does it work? Incident Management Activities : • Incident detection and registration
ITSM Process Maturity How does it work? Incident Management Activities : • Incident detection and registration

How does it work?

Incident

Management

ITSM Process Maturity How does it work? Incident Management Activities : • Incident detection and registration

Activities:

Incident detection and registration

Initial support, investigation and diagnosis

Resolution and recovery

Management reporting

• Resolution and recovery • Management reporting Survey questions are aligned to specific activities defined

Survey questions are aligned to specific activities defined in ITIL.

Each answer is numeric. Select the level of maturity that matches.

1.

2.

3.

4.

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12

ITSM Process Maturity

ITSM Process Maturity How does it work? Incident detection and registration Characteristics and bottlenecks: 1. 2.
ITSM Process Maturity How does it work? Incident detection and registration Characteristics and bottlenecks: 1. 2.

How does it work?

Incident detection and registration

Characteristics and bottlenecks:

1.

2.

3.

4. ……

How To Conduct An ITSM Process Assessment

3. 4. …… How To Conduct An ITSM Process Assessment Questions:  What is considered to

Questions:

What is considered to be an Incident?

What sources of Incidents are recognized?

Are the Incidents notified registered?

Questions are used as guides for scoring. The assessor must probe for in-depth information.

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13

Question Approach

Question Approach Question 1: Is the definition of an Incident clearly understood and applied in the
Question Approach Question 1: Is the definition of an Incident clearly understood and applied in the

Question 1:

Is the definition of an Incident clearly understood and applied in the organization?

Incident clearly understood and applied in the organization? Participants score each question from 1 to 5.
Incident clearly understood and applied in the organization? Participants score each question from 1 to 5.

Participants score each question from 1 to 5.

Question 1a:

How important is this to your organization?

Question 1a: How important is this to your organization? Questions are used as guides in the

Questions are used as guides in the workshop to probe for capability, depth and perceived importance as compared to management targets.

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Benchmarking Process Maturity

Benchmarking Process Maturity Industry Your Process Avg. Org. Finance 2.67 2.27 Incident/SD 2.49 2.31
Benchmarking Process Maturity Industry Your Process Avg. Org. Finance 2.67 2.27 Incident/SD 2.49 2.31
Industry Your Process Avg. Org. Finance 2.67 2.27 Incident/SD 2.49 2.31 Continuity 2.42 2.16 Release
Industry
Your
Process
Avg.
Org.
Finance
2.67
2.27
Incident/SD
2.49
2.31
Continuity
2.42
2.16
Release
2.36
1.97
Change
2.26
2.24
Capacity
2.02
2.32
Availability
1.97
1.86
Service Level
1.96
1.46
Problem
1.83
1.72
Configuration
1.66
1.48

Based on OGC ITIL® material. Reproduced under license from OGC. (Figure 5.4 Continual Service Improvement, page 106)

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Benchmarking Considerations

Benchmarking Considerations  Consistent process and policy definition  Scope and scale of deployment  Level
Benchmarking Considerations  Consistent process and policy definition  Scope and scale of deployment  Level

Consistent process and policy definition

Scope and scale of deployment

Level of process maturity

Level of integration

Level of automation

Consistent models for measurement

Consistency in approach to the assessment

Initial versus subsequent assessment

Size of the benchmark database

Are the numbers relative to your environment?

How To Conduct An ITSM Process Assessment

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16

Introduction Assessment Preparation Gathering & Interpreting Analyzing & Evaluating Post-assessment Activities

Analyzing & Evaluating Post-assessment Activities Assessment Preparation Milestones Assessment Models
Analyzing & Evaluating Post-assessment Activities Assessment Preparation Milestones Assessment Models

Assessment Preparation

Milestones Assessment Models Communication

Kick-off Session

Milestones Assessment Models Communication Kick-off Session Pink Elephant – Leading The Way In IT Management Best

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Assessment Milestones

Assessment Milestones Assessment Preparation & Planning  Problem Definition  Scope Definition 
Assessment Milestones Assessment Preparation & Planning  Problem Definition  Scope Definition 
Assessment Preparation & Planning
Assessment
Preparation &
Planning

Problem Definition

Scope Definition

Organizational Context

Selecting assessment model

Selection of Assessment Team, stakeholders and participants

Assessment scheduling

Assessment Awareness & Kick-Off
Assessment
Awareness &
Kick-Off

Scope

Reason

Explanation

Context

How To Conduct An ITSM Process Assessment

Process Questionnaires
Process
Questionnaires
Culture Survey Questionnaires
Culture Survey
Questionnaires

Data Gathering

Data Validation

--------

Surveys

Workshops

Interviews

Data Analysis & Report Generation
Data
Analysis
&
Report
Generation

Problem

Definition

Answer

Formulation

Report Handover & Presentation
Report
Handover
&
Presentation

Findings

Scores

Quick Wins

Road map

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Assessment Models

Assessment Models  Electronic / Paper Survey Distribution  Workshop / Focus Groups  Interviews 
Assessment Models  Electronic / Paper Survey Distribution  Workshop / Focus Groups  Interviews 

Electronic / Paper Survey Distribution

Workshop / Focus Groups

Interviews

Hybrid Model

Workshop / Focus Groups  Interviews  Hybrid Model How To Conduct An ITSM Process Assessment

How To Conduct An ITSM Process Assessment

 Hybrid Model How To Conduct An ITSM Process Assessment © Pink Elephant 2008 unless otherwise
 Hybrid Model How To Conduct An ITSM Process Assessment © Pink Elephant 2008 unless otherwise
 Hybrid Model How To Conduct An ITSM Process Assessment © Pink Elephant 2008 unless otherwise

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Assessment Team Roles

Assessment Team Roles  Sponsor  Coordinator / Project Manager, Client Admin  Assessor Roles (Lead
Assessment Team Roles  Sponsor  Coordinator / Project Manager, Client Admin  Assessor Roles (Lead

Sponsor

Coordinator / Project Manager, Client Admin

Assessor Roles (Lead Assessor, Scribe) (Internal/External)

Survey Participants (management, staff, contractors)

Workshop/Interview Participants

Scope Considerations:

Workshop/Interview Participants  Scope Considerations:  Organizational representation?  Geographical

Organizational representation?

Geographical representation?

Political considerations?

Customer involvement?

Vendor/Supplier involvement?

How To Conduct An ITSM Process Assessment

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Assessment Scheduling

Overall assessment duration

Planning phase

Communication, training and kick-off

Planning phase  Communication, training and kick-off  Templates/scripts for invitations, introductions,
Planning phase  Communication, training and kick-off  Templates/scripts for invitations, introductions,

Templates/scripts for invitations, introductions, schedules

Data gathering and validation

Surveys, workshops, interviews

Data analysis and report generation

Quality assurance

Presentation of results

Roadmap planning

Scope considerations:

Multi regional / Global assessments

Sequential or parallel

Consolidation of results

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Key Assessment Communication

Key Assessment Communication  Sponsor communicates to stakeholders and participants (who, what, why, when, where and
Key Assessment Communication  Sponsor communicates to stakeholders and participants (who, what, why, when, where and

Sponsor communicates to stakeholders and

participants (who, what, why, when, where and how)

Kick-off workshop with assessment participants (face to face and virtual)

Invitation and reminders to fill out electronic surveys

Invitation and reminders to attend workshops and

interviews

Presentation of results

Note: A lot of calendar work, RSVP and attendance tracking

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Introduction Assessment Preparation Gathering & Interpreting Analyzing & Evaluating Post-assessment Activities

Analyzing & Evaluating Post-assessment Activities Gathering & Interpreting Data Managing Surveys
Analyzing & Evaluating Post-assessment Activities Gathering & Interpreting Data Managing Surveys

Gathering & Interpreting Data

Managing Surveys Conducting Workshops Interviewing Techniques

Surveys Conducting Workshops Interviewing Techniques Pink Elephant – Leading The Way In IT Management Best

Pink Elephant Leading The Way In IT Management Best Practices

Managing Surveys

Managing Surveys 1. Set up surveys. 2. Select processes and questions. 3. Identify participants by
Managing Surveys 1. Set up surveys. 2. Select processes and questions. 3. Identify participants by

1.

Set up surveys.

2.

Select processes and questions.

3.

Identify participants by process.

4.

Gather participant profile and contact information (name, title, address, email, telephone, process involvement, etc.).

5.

Load participants into the tool. (e-survey only)

6.

Assign participants to processes.

7.

Send out initial communication (invitation, login credentials, timeline, deadline).

8.

Monitor survey completion status.

9.

Send reminder communications.

10.

Survey closure.

11.

Provide survey results to lead assessor for input into any plan workshop or interviews, if using a hybrid model.

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Typical Workshop Agenda 1-2 hrs

Typical Workshop Agenda 1-2 hrs  Introductions  Review assessment goals  Review process elements 
Typical Workshop Agenda 1-2 hrs  Introductions  Review assessment goals  Review process elements 

Introductions

Review assessment goals

Review process elements

Review collateral brought by participants (sample documents)

Interview using in-depth probing of process questions

Summarize

Close

1. Be punctual.

2. Create an open atmosphere.

3. Set the participant(s) at ease.

4. Set expectations (timeframe, deliverables, communications).

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Interview - Types Of Questions

Open-ended Question

Interview - Types Of Questions  Open-ended Question  Prompts the respondent for descriptive information (what
Interview - Types Of Questions  Open-ended Question  Prompts the respondent for descriptive information (what

Prompts the respondent for descriptive

information (what do you think, feel, do,

understand…)

Probing Question

Asks for more details based on the output of

the initial open-ended questions

Closed-ended Question

Prompts for a binary “yes” or “no” or a very

brief answer

Leading Question

This type of questioning tends to guide the respondents in a desired direction and should be avoided

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Questioning Model

Questioning Model Frame the question Pose it Bridge to next Listen question Drill down Play back
Questioning Model Frame the question Pose it Bridge to next Listen question Drill down Play back
Frame the question Pose it Bridge to next Listen question Drill down Play back
Frame the question
Pose it
Bridge to
next
Listen
question
Drill down
Play back

1. State the topic for the question (framing).

2. Ask a well-worded question.

3. Listen actively to the response.

4. Ask a probing question if necessary to ensure understanding.

5. Paraphrase and clarify the response (play back).

6. Frame the next question.

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Obtaining Participant Input For Findings

Obtaining Participant Input For Findings  Re-affirm and protect the anonymous nature of the information being
Obtaining Participant Input For Findings  Re-affirm and protect the anonymous nature of the information being

Re-affirm and protect the anonymous nature of the information being gathered from the participants

Avoid the use of recording devices

Make sure you take very good notes. Your report will be impacted directly based on the commentary and quotes you can document

Don’t accept evasive or superficial answers. Ask the participants to clarify with examples

Listen actively with a conversational/non-adversarial tone

Maintain control of the interview and don’t let the wave of conversation pull you off track or topic (be careful of the participants’ hot topic they want to focus on)

Leave some time at the end of the interview for questions. This provides a sense of closure for the participants

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Dealing With Strong Personalities

Dealing With Strong Personalities  It is inevitable that the assessment will have to deal with
Dealing With Strong Personalities  It is inevitable that the assessment will have to deal with

It is inevitable that the assessment will have to deal with strong

and controlling personalities during the data gathering process. There is a risk that these people will control conversation and responses and dominate the workshop. The following approaches can be used to mitigate this risk:

1. Move the person to an interview rather than a workshop.

2. Avoid mixing different levels of participants within a workshop if possible (Management, Staff, Contractor).

3. Ask the following questions within the workshop:

1.

Is there anyone with a differing opinion?

2.

Is everyone in agreement with what is being said?

4. If the workshop is obviously being controlled by one individual, take an unscheduled break and speak to the person privately about the situation.

5. Worst case scenario is that the workshop needs to be re-run

without the dominate person in attendance (discretion of the

sponsor).

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Introduction Assessment Preparation Gathering & Interpreting Analyzing & Evaluating Post-assessment Activities

Analyzing & Evaluating Post-assessment Activities Analyzing & Evaluating Assessment Results Process
Analyzing & Evaluating Post-assessment Activities Analyzing & Evaluating Assessment Results Process

Analyzing & Evaluating Assessment Results

Process Maturity Levels Integration Scores Culture Assessment

Maturity Levels Integration Scores Culture Assessment Pink Elephant – Leading The Way In IT Management Best

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Process Consistency

Process Consistency Service Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A

Service Desk

#?

Process Consistency Service Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A
Process Consistency Service Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A

Process (Incident)

App. Dev.

#?

Consistency Service Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary
Consistency Service Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary
Consistency Service Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary
Consistency Service Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary
Consistency Service Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary
Consistency Service Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary
Consistency Service Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary
Consistency Service Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary

IT Operations

#?

Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of
Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of
Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of
Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of
Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of
Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of
Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of
Desk #? Process (Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of

Infrastructure

#?

(Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of process maturity is
(Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of process maturity is
(Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of process maturity is
(Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of process maturity is
(Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of process maturity is
(Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of process maturity is
(Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of process maturity is
(Incident) App. Dev. #? IT Operations #? Infrastructure #? A primary consideration of process maturity is

A primary consideration of process maturity is consistency of practice across the scope of the “Process Assessment”.

A narrow assessment scope can give a false positive!

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Process Maturity

 

Maturity Level

 

Description

0.

Non-Existent

A

general lack of process activities.

1. Initial

Evidence that the enterprise recognizes issues exist that need to be addressed.

 

Processes designed so that similar procedures are followed by

2. Repeatable

individuals.

There is a high reliance on individual knowledge and skill level.

 

A

standardized and documented level of process.

3. Defined

Communicated through training.

4. Managed

Processes are good practice and are measured in support of improvement activities.

5. Optimized

Process are best practice and have continual improvement models in place.

practice and have continual improvement models in place. Generic Process Maturity Levels “Levels of organizational
practice and have continual improvement models in place. Generic Process Maturity Levels “Levels of organizational

Generic

Process

Maturity

Levels

“Levels of

organizational

development”

Maturity Levels “Levels of organizational development” How To Conduct An ITSM Process Assessment © Pink Elephant

How To Conduct An ITSM Process Assessment

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Using A Maturity Scale With Integration

Using A Maturity Scale With Integration   Integration Level Description 0. Non-Existent There is no
Using A Maturity Scale With Integration   Integration Level Description 0. Non-Existent There is no
 

Integration Level

Description

0.

Non-Existent

There is no integration or sharing of data between process in an informal or formal manner.

 

Evidence that the enterprise recognizes the need and purpose for

1. Initial

process integration exists; however, that need is yet to be

addressed.

2. Repeatable

Integration and data sharing between processes occurs on a informal or infrequent basis. There is little to no documentation related to expected inputs and output from other processes.

Process integration is largely unidirectional.

3. Defined

A standardized and documented level of process integration is defined and communicated through training. Process integration occurs bi-directionally.

 

Process integration is effective and is measured in support of

4. Managed

improvement activities.

5. Optimized

Process integration is monitored and improved over time and has formal continual improvement models in place

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Process Index (Maturity + Integration)

Process Index:

Process Index (Maturity + Integration) Process Index:  (Avg. Maturity x100) + (Avg. Integration x100) =
Process Index (Maturity + Integration) Process Index:  (Avg. Maturity x100) + (Avg. Integration x100) =

(Avg. Maturity x100) + (Avg. Integration x100) = Process Score

((Avg. Maturity x 100) + (Avg. Integration X 100)) /1000 x 100 = Process Rating

+ (Avg. Integration X 100)) /1000 x 100 = Process Rating Benefit Of Index  Shows

Benefit Of Index

Shows detailed improvements:

Process Maturity

Integration Maturity

Process Index Rating

How To Conduct An ITSM Process Assessment

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34

Introduction Assessment Preparation Gathering & Interpreting Analyzing & Evaluating Post-assessment Activities

Analyzing & Evaluating Post-assessment Activities Post-assessment Activities Report Structure & Content
Analyzing & Evaluating Post-assessment Activities Post-assessment Activities Report Structure & Content

Post-assessment Activities

Report Structure & Content Quality Assurance Steps Communicating The Results

Content Quality Assurance Steps Communicating The Results Pink Elephant – Leading The Way In IT Management

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Example Report Structure

Executive Summary (3-6 Pages)

Process Maturity scores versus targets

Overall Observations/Conclusions

Overall Recommendations

Report Body

 Overall Recommendations  Report Body  Project Background and Problem Definition (1 page) 
 Overall Recommendations  Report Body  Project Background and Problem Definition (1 page) 
 Overall Recommendations  Report Body  Project Background and Problem Definition (1 page) 

Project Background and Problem Definition (1 page)

Process Maturity Scoring (1 page)

IT Organization and Environment (1-2 pages)

Project Scope, Constraints (1 page)

Process Analysis 1 (e.g.: Incident Management) (2-3 pages) x ?

Process Goal / Maturity Score

Process Specific Observations/Conclusions

Process Specific Recommendations

Organizational Climate / Culture (2-3 pages)

Report Summary (1 page)

How To Conduct An ITSM Process Assessment

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Giving The Report Context

Giving The Report Context  Project Background & Problem Definition  Write a brief summary describing
Giving The Report Context  Project Background & Problem Definition  Write a brief summary describing

Project Background & Problem Definition

Write a brief summary describing why this report was commissioned and how the results will be used to support the initial problem definition

Process Maturity Scoring

Provide a summary and definition of the assessment results and scores

IT Organization and Environment

Provide the context of who participated in the assessment and how key stakeholders were involved

Project Scope, Constraints

Provide a clear scope and constraint summary in order to give the assessment results context and boundaries

How To Conduct An ITSM Process Assessment

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Detailed Process Analysis

Process Goal/Maturity Score

Detailed Process Analysis  Process Goal/Maturity Score  Restate the ITIL process goal and list the
Detailed Process Analysis  Process Goal/Maturity Score  Restate the ITIL process goal and list the

Restate the ITIL process goal and list the primary process elements being assessed

Process Specific Observations/Conclusions

Compare current process execution against the ITSM standard with an identification of the impact of the observations (either negative or positive). Each observation should answer the “So What” question

Process Specific Recommendations:

Should highlight gaps against the ITIL good practices

Should be ordered and prioritized by quick win and business risk

Should be aligned with observations and conclusions

Should include a statement of benefits expected

How To Conduct An ITSM Process Assessment

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Quality Assurance Steps

Quality Assurance Steps 1. Draft report is reviewed by peers within the assessment team for content
Quality Assurance Steps 1. Draft report is reviewed by peers within the assessment team for content

1. Draft report is reviewed by peers within the assessment team for content accuracy.

2. Draft report is reviewed by a group not directly related to the assessment team for grammar, documentation standards and spelling errors. (Examples: Marketing, corporate communications, etc.)

3. Sections of the draft report are shared with Process Owners to ensure no gross errors. Any changes to the findings must be supported by substantiated evidence provided by the process owners.

4. The report is adjusted and shared with the sponsor and senior leadership as Final.

How To Conduct An ITSM Process Assessment

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Presentation Of Results

Presentation Of Results  Once the Final Report has been completed, the results must be communicated
Presentation Of Results  Once the Final Report has been completed, the results must be communicated

Once the Final Report has been completed, the results

must be communicated to the people in the organization

Not communicating the results in some form will result in negative sentiments regarding the assessment or in improvement activities associated with the final report

Types of communication

Sponsor and senior stakeholder summary

Detailed process owner sessions

General information sessions

How To Conduct An ITSM Process Assessment

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Quick Wins

Quick Wins A Quick Win describes an improvement in actual or perceived service quality, achieved within
Quick Wins A Quick Win describes an improvement in actual or perceived service quality, achieved within

A Quick Win describes an improvement in actual or

perceived service quality, achieved within a short space

of time with relatively little effort.

The assessment will point to many activities that can be done in a short period of time without necessarily

launching a formal improvement project.

without necessarily launching a formal improvement project. Versus Pareto Principle At Work 80% of the effects

Versus

necessarily launching a formal improvement project. Versus Pareto Principle At Work 80% of the effects comes

Pareto Principle At Work

80% of the effects comes from 20% of the causes

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Looking For Quick Wins Where It Counts

Looking For Quick Wins Where It Counts Additional Considerations: High $$ • Added business value Area
Looking For Quick Wins Where It Counts Additional Considerations: High $$ • Added business value Area
Additional Considerations: High $$ • Added business value Area Where The RISK!! • Ability to
Additional Considerations:
High $$
• Added business value
Area Where The
RISK!!
• Ability to implement
Business Runs
High Risks
• Quick gains
CM
• Costs
RDM
• Resources
Value Of
IT Processes
To The
Business
IM
• Competing projects
PM
• Culture
SLM
• Etc.
SACM
“Largely Overdoing It"
In Relation To The
Low Value Of IT To
The Business
Low $$

Low

Maturity of IT Processes

High

Based on OGC ITIL® material. Reproduced under license from OGC
Based on OGC ITIL® material. Reproduced under license from OGC

How To Conduct An ITSM Process Assessment

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42

Assessment Milestones

Assessment Milestones Assessment Preparation & Planning  Problem Definition  Scope Definition 
Assessment Milestones Assessment Preparation & Planning  Problem Definition  Scope Definition 
Assessment Preparation & Planning
Assessment
Preparation &
Planning

Problem Definition

Scope Definition

Organizational Context

Selecting assessment model

Selection of Assessment Team, stakeholders and participants

Assessment scheduling

Assessment Awareness & Kick-Off
Assessment
Awareness &
Kick-Off

Scope

Reason

Explanation

Context

How To Conduct An ITSM Process Assessment

Process Questionnaires
Process
Questionnaires
Culture Survey Questionnaires
Culture Survey
Questionnaires

Data Gathering

Data Validation

--------

Surveys

Workshops

Interviews

Data Analysis & Report Generation
Data
Analysis
&
Report
Generation

Problem

Definition

Answer

Formulation

Report Handover & Presentation
Report
Handover
&
Presentation

Findings

Scores

Quick Wins

Road map

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43

Questions?

Questions? Troy DuMoulin t.dumoulin@pinkelephant.com http://blogs.pinkelephant.com/troy Pink Elephant – Leading The
Questions? Troy DuMoulin t.dumoulin@pinkelephant.com http://blogs.pinkelephant.com/troy Pink Elephant – Leading The

Troy DuMoulin

http://blogs.pinkelephant.com/troy