Introduction

This spreadsheet system allows you to conduct a mini Continual Service Improvement Readiness Assessment. You may subs
It has been developed as a starting point to highlight areas that require particular attention and to give you some idea of proce
For more detailed assessment exercises you may need to employ outside consultants.

If you do employ Service Management consultants you can present the findings of this spreadsheet to help them rapidly under
This in itself is a time saving (and therefore) cost saving exercise.

This spreadsheet has been designed for 10 participants.

You could use multiple spreadsheets to do a large group or modify formulas etc.

You can use this spreadsheet as the starting point for enhancements (one suggestion is to use Pivot Tables, for even more po

Please note that macros may need to be enabled to use the functionality in your environment and that you may need to file in
adiness Assessment. You may substitute your own questions should you require.
n and to give you some idea of process maturity.

eadsheet to help them rapidly understand some of your current issues.

use Pivot Tables, for even more powerful analysis).

ent and that you may need to file in an appropriate format.

 Data entry
Below are the only valid entries for the assessment
Each person must use the drop down box and select an answer for each question for each process area.

1 Initial - processes and activities are adhoc or chaotic or undefined

2 Repeatable - basic processes and activities are established and there is a level of discipline and adherence
3 Defined - All processes and activities are defined, documented, standardised and integrated together
Managed - Processes are measured by collecting detailed data on the processes and their quality and appropriately
4 improved
5 Optimising - Continuous process improvement is adopted. Process and activities are mature

Step 1 - Enter the names of the participants here :

Participant 1
Participant 2
Participant 3
Participant 4
Participant 5
Participant 6
Participant 7
Participant 8
Participant 9
Participant 10
Step 2 - Now have each participant answer each question for each CSI area, under their name.

1 Service Management as a Practice Participant 1 Participant 2

1 Service Management is clearly defined Not applicable Not applicable

2 We know what our services are Not applicable Not applicable
3 We have clearly defined functions and processes across the lifecycle Not applicable Not applicable
4 We are able to measure the processes in a relevant matter Not applicable Not applicable
5 The reason a process exists is to deliver a specific result Not applicable Not applicable
6 Every process delivers its primary result to a customer or stakeholder Not applicable Not applicable
7 The goals of CSI are defined Not applicable Not applicable
8 The objectives of CSI are defined Not applicable Not applicable
9 The purpose of CSI is Defined Not applicable Not applicable

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10 The Scope of CSI is defined Not applicable Not applicable
11 We have a CSI Plan Not applicable Not applicable
12 Our Service improvement, benefits, ROI and VOI outcomes are clearly defined Not applicable Not applicable
13 We have CSI justifications for Business drivers and Technology Drivers Not applicable Not applicable
14 The business/customer benefits of CSI are clearly defined Not applicable Not applicable
15 The financial benefits of CSI are clearly defined Not applicable Not applicable
16 The innovation benefits of CSI are clearly defined Not applicable Not applicable
17 The IT Organisation Internal benefits of CSI are clearly defined Not applicable Not applicable
18 The business/customer benefits of CSI are clearly defined Not applicable Not applicable
19 Interfaces to other Service Lifecycle stages are clearly defined Not applicable Not applicable
SCORE 0 0

2 CSI Principles Participant 1 Participant 2

3 CSI Processes Participant 1 Participant 2

1 We have defined what we should measure using The 7 Step Improvement Process Not applicable Not applicable
2 We have defined what we can measure using The 7 Step Improvement Process Not applicable Not applicable
3 We have defined data gathering (who/how/when/integrity of data) using The 7 Step Improvement Process Not applicable Not applicable
4 We have defined how we process the data using The 7 Step Improvement Process Not applicable Not applicable
5 We have defined how we analyse the data using The 7 Step Improvement Process Not applicable Not applicable
6 We have defined how we present and use the information using The 7 Step Improvement Process Not applicable Not applicable
7 We have implemented corrective action using The 7 Step Improvement Process Not applicable Not applicable
8 We have defined integration with the rest of the lifecycle domains and service management processes Not applicable Not applicable
9 We have Technology metrics in place Not applicable Not applicable
10 We have Process metrics in place Not applicable Not applicable
11 We have Service Metrics in place Not applicable Not applicable
12 CSFs and KPIs are defined Not applicable Not applicable

13 The purpose, goal and objective for the Service Reporting process is defined Not applicable Not applicable
14 We have defined our reporting policy and rules Not applicable Not applicable

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15 We have defined our service measurement objectives Not applicable Not applicable
16 We have defined our CSI policies Not applicable Not applicable
17 Monitoring requirements are defined and implemented Not applicable Not applicable
18 Data is gathered and analysed on a consistent basis. Not applicable Not applicable
19 Trend reporting is provided on a consistent basis Not applicable Not applicable
20 Service Level Achievement reports are provided on a consistent basis Not applicable Not applicable
21 Internal and External Service reviews are completed on a consistent basis Not applicable Not applicable
22 Services have either clearly defined service levels or service targets Not applicable Not applicable
23 Service Management processes have Critical Success Factors and Key Performance Indicators Not applicable Not applicable

24 We have defined the Return on Investment (ROI) process for CSI Not applicable Not applicable
25 The business case for ROI is established Not applicable Not applicable
26 We know what the benefits are of ITIL service improvements Not applicable Not applicable
27 We know how it impacts our business Not applicable Not applicable
28 We know how revenue is increased with ROI Not applicable Not applicable
29 We know our value on investments Not applicable Not applicable
30 We know what our ROI is Not applicable Not applicable
31 We know what our payback time is Not applicable Not applicable
32 We know how ITIL benefits translate to business benefits Not applicable Not applicable
33 We measure benefits achieved Not applicable Not applicable
Not applicable
34 The business questions for CSI are defined Not applicable Not applicable
35 We know where we are now Not applicable Not applicable
36 We know what we want Not applicable Not applicable
37 We know what we actually need Not applicable Not applicable
38 We know what we can afford Not applicable Not applicable
39 We know what we will get Not applicable Not applicable
40 We know what we did get Not applicable Not applicable
41 Service level Management plays a key role in working with the business Not applicable Not applicable

42 The goal for the Service Level Management process is defined Not applicable Not applicable
43 The service improvement programme is defined Not applicable Not applicable
SCORE 0 0

4 CSI methods and techniques Participant 1 Participant 2

1 We have defined methods and techniques for CSI Not applicable Not applicable
2 We know the efforts and costs for CSI Not applicable Not applicable
3 We have a CSI implementation review and evaluation Not applicable Not applicable
4 We have CSI assessments Not applicable Not applicable
5 We have defined when to assess Not applicable Not applicable

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6 We have defined what to assess and how Not applicable Not applicable
7 We perform Gap analyses Not applicable Not applicable
8 We have a benchmarking procedure Not applicable Not applicable
9 We know our benchmarking costs Not applicable Not applicable
10 We know the value of benchmarking Not applicable Not applicable
11 We have defined the benefits of benchmarking Not applicable Not applicable
12 We know who is involved in benchmarking Not applicable Not applicable
13 We have defined what to benchmark Not applicable Not applicable
14 We know what to compare with industry norms Not applicable Not applicable
15 Our benchmark approach is well defined Not applicable Not applicable
16 We use the balanced scorecard approach for measuring and reporting Not applicable Not applicable
17 We use SWOT analysis Not applicable Not applicable
18 We use the Deming Cycle Not applicable Not applicable
19 Component Failure Impact analysis (CFIA) is used Not applicable Not applicable
20 Fault Tree Analysis (FTA) is used Not applicable Not applicable
21 Service Failure Analysis (SFA) is used Not applicable Not applicable
22 Technical Observation (TO) is used Not applicable Not applicable
23 Business Capacity Management is used Not applicable Not applicable
24 Service Capacity Management is used Not applicable Not applicable
25 Component Capacity Management is used Not applicable Not applicable
26 Workload management and demand management are used Not applicable Not applicable
27 The iterative activities of Capacity Management are used Not applicable Not applicable
28 Business Continuity Management and ITSCM are integrated Not applicable Not applicable
29 Risk Management is integrated Not applicable Not applicable
30 Problem Management's Post implementation review delivers input to CSI Not applicable Not applicable
31 All CSI activities fall under the scope of Change, Release and Deployment Management Not applicable Not applicable
31 Inputs on CSIs "What do We Need" are delivered by the Service Knowledge Management system Not applicable Not applicable
SCORE 0 0

5 Organising for CSI Participant 1 Participant 2

1 Roles and responsibilities for CSI are defined Not applicable Not applicable
2 The CSI activities and skills required are defined Not applicable Not applicable
3 We have defined what we should measure Not applicable Not applicable
4 We have defined what we can measure Not applicable Not applicable
5 We have defined which data is gathered how Not applicable Not applicable
6 We have defined how we process the data Not applicable Not applicable
7 We have defined how we analyse the data Not applicable Not applicable
8 We have defined how we present and use the information Not applicable Not applicable
9 We have defined how we implement corrective action Not applicable Not applicable
10 The service manager role is defined Not applicable Not applicable

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11 The CSI manager role is defined Not applicable Not applicable
12 The Service owner role is defined Not applicable Not applicable
13 The process owner role is defined Not applicable Not applicable
14 The Service knowledge management role is defined Not applicable Not applicable
15 The reporting analyst role is defined Not applicable Not applicable
16 The authority matrix is defined Not applicable Not applicable
SCORE 0 0

6 CSI Technology Considerations Participant 1 Participant 2

1 We use an IT Service management suite to support CSI activities Not applicable Not applicable
2 We use systems and network management tools to support CSI activities Not applicable Not applicable
3 We use event management tools to support CSI activities Not applicable Not applicable
4 We use automated incident / problem management tools to support CSI activities Not applicable Not applicable
5 We use knowledge management tools to support CSI activities Not applicable Not applicable
6 We use tools to support CSI activities Not applicable Not applicable
7 We uses service catalogue and workflow tools to support CSI activities Not applicable Not applicable
8 We use performance management tools to support CSI activities Not applicable Not applicable
9 We use application and service performance monitoring tools to support CSI activities Not applicable Not applicable
10 We use statistical analysis tools to support CSI activities Not applicable Not applicable
11 We use software version control tools to support CSI activities Not applicable Not applicable
12 We use software test management tools to support CSI activities Not applicable Not applicable
13 We use security management tools to support CSI activities Not applicable Not applicable
14 We use project and portfolio management tools to support CSI activities Not applicable Not applicable
15 We use financial management tools to support CSI activities Not applicable Not applicable
16 We use business intelligence and reporting tools to support CSI activities Not applicable Not applicable
SCORE 0 0

7 Implementing CSI Participant 1 Participant 2

1 The critical roles for CSI have been identified and filled (CSI manager/service owner/reporting analyst) Not applicable Not applicable
2 Monitoring and reporting on technology, process and service metrics are in place Not applicable Not applicable
3 Internal service review meetings are scheduled Not applicable Not applicable
4 Either the service approach or the lifecycle approach is chosen as a basis for CSI implementation Not applicable Not applicable
5 Governance is addressed from a strategic view Not applicable Not applicable
6 The IT service Management program initiative is defined Not applicable Not applicable
7 The business drivers are defined Not applicable Not applicable
8 The process changes are defined Not applicable Not applicable
9 CSI and organisational change is underpinned by Kotter's change management best practices Not applicable Not applicable
10 We have a communication strategy and plan Not applicable Not applicable

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SCORE 0 0

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Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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0 0 0 0 0 0 0 0 0 0 0

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 randomscores

Page 15
 randomscores

1
1

Page 16
randomscores

Page 17
Questionnaire Results

Repeatable - basic
processes and

CSI Area responses all Initial - processes and

activities are
established and there

participants activities are adhoc or

chaotic or undefined
is a level of discipline
and adherence

Service Management as a Practice 0 0

CSI Principles 0 0
CSI Processes 0 0
CSI common operation activities 0 0
Organising for CSI 0 0
CSI Technology Considerations 0 0
Implementing CSI 0 0

CSI Average score all

participants, all questions Average Score

Service Management as a Practice 0

CSI Principles 0
CSI Processes 0
CSI common operation activities 0
Organising CSI 0
CSI Technology Considerations 0
Implementing CSI 0

CSI Technology Organising

Participant CSI Processes Considerations CSI
Participant 1 0 0 0
Participant 2 0 0 0
Participant 3 0 0 0
Participant 4 0 0 0
Participant 5 0 0 0
Participant 6 0 0 0
Participant 7 0 0 0
Participant 8 0 0 0
Participant 9 0 0 0
Participant 10 0 0 0
 Managed - Processes are Optimising -
Defined - All processes measured by collecting Continuous process
and activities are detailed data on the improvement is
defined, documented, processes and their adopted. Process
standardised and quality and appropriately and activities are
integrated together improved mature No of Responses

0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0

SPECIAL NOTE: The use of the AVERAGE as a statistical measurement has some inherent weaknesses.
The Average takes into account the extreme values. Use the MODE function to get a representative value of what most participants answered.

Service Design
Process Service
Implementing Implementation Management CSI
CSI Considerations as a Practice Principles
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
t participants answered.
 Average CSI Readiness Score - all participants, all questions

Service Management as a Practice

Implementing CSI 1 CSI Principles

0.5

0 Average Score
CSI Technology Considerations CSI Processes

Organising CSI CSI common operation activities

 Summary of all Responses per CSI area

Optimising - Continuous
process improvement is
adopted. Process and
activities are mature

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Average score per process
Participant View
1

0.9

0.8

0.7 CSI Processes

0.6 CSI Technology Considerations

0.5 Organising CSI

0.4 Implementing CSI

0.3 Service Design Process Implementation

Considerations
0.2
Service Management as a Practice
0.1
CSI Principles
0
1 2 3 4 5 6 7 8 9 0
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