Introduction

This document is one of a number of self-assessments of important processes, enabling you to establish the extent to w
better practice guidance available from OGC (the Office of Government Commerce).

The self-assessment scheme is composed of a simple questionnaire which enables you to ascertain which areas should
overall process capability. The assessment is based on a generic framework which recognises that there are a number
place for process management and for it to satisfy the overall intent and meet the needs of the customer.

To establish where a particular organisation stands in relation to the process capability framework, a variable number of
questions are weighted, i.e. those which are deemed as having a slightly higher significance are considered mandatory
These questions are denoted by a ‘M’ symbol.

Rationale of the self-assessment scoring system

Figure 1 illustrates the rationale of the scoring system used in this questionnaire. The initial level of the framework, Leve
minimum level of prerequisite items are available to support the process activities. Level 1.5: Management Intent, esta
statements, business objectives (or similar evidence of intent) providing both purpose and guidance in the transformatio

At the lowest levels of the framework model (see Figure 1), the questionnaire is written in generic terms regarding produ
specific ITIL terms are used, based on the assumption that Organisations’ achieving higher level scores are more likely

Level 2: Process Capability, examines the activities being carried out. The questions are aimed at identifying whethe
performed. Level 2.5: Internal Integration seeks to ascertain whether the activities are integrated sufficiently in order to

Level 3: Products, examines the actual output of the process to enquire whether all the relevant products are being p
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 adequa
process in order to support necessary management decisions. Level 4.5: External Integration, examines whether all th
the discrete process and other processes have been established within the organisation. At this level, for IT Service Man
expected.

Level 5: Customer Interface, is primarily concerned with the on-going external review and validation of the process to
the needs of the customer.

The goal of the self-assessment questionnaires is not to test whether there is complete conformance with ITIL. The aim
idea how well it is performing compared to ITIL best practice. The questionnaire also aims to create awareness of mana
addressed to improve the overall process capability.

Management

4 Managament information

1.5 Management intent 3.5 Quality Control

2 Process Capability
1 Prerequisites

Figure 1: The rationale of the self-assessment scoring system.

 1 Prerequisites

2.5 Internal Integration

Figure 1: The rationale of the self-assessment scoring system.
4.5 External Integration

Other Processes

Instructions:
Enter your contact details (in worksheet named 'Contact Details') so we can send you a comparison of your results again
completed assessment.

Although we would prefer you to complete ALL assessments we will still process your data if you are only interested in a
complete the rest.

Every assessment worksheet begins with and introduction to that particular assessment.
If you scroll down the page you will come to the assessment itself - the assessment is not immediately after the introducti
off so we have designed it so every printed page will start and end at a convenient position for easy reading.
At the end of every assessment you will find a graph comparing your scores against the highest attainable.

Starting at Level 1: Pre-requisites, answer the questions with a Y (Yes) or a N (No) in the grey cells adjacent.
Each section has a minimum score to achieve before you move onto the next level. You will be told you if you pass or fai
requirement you can still complete the rest of the assessment to see if how well you fair in all section. With this in mind th
There is nothing to be gained by presenting an outcome that is not based on true answers.

The grey cells are the only editable regions so you do not have to worry about changing/deleting anything you shouldn't.

Email your completed assessment to

Alternatively post it to: Ida Wilson, OGC, Research & Delivery (WFD), Rosebery Court, St. Andrew's Business Park, Norw
Ida Wilson
 to establish the extent to which your organisation has adopted the

scertain which areas should be addressed next in order to improve the

s that there are a number of structural elements which need to be in
he customer.

work, a variable number of questions should be answered. The

are considered mandatory for a 'Yes' answer at each level of capability.

evel of the framework, Level 1: Prerequisites, ascertains whether the

Management Intent, establishes whether there are organisational policy
idance in the transformation or use of the prerequisite items.

neric terms regarding products and activities. At higher levels more

evel scores are more likely to use the ITIL vocabulary.

aimed at identifying whether a minimum set of activities are being

rated sufficiently in order to fulfill the process intent.

evant products are being produced. Level 3.5: Quality Control, is

g with the quality intent.

nsuring that there is adequate and timely information produced from the
on, examines whether all the external interfaces and relationships between
his level, for IT Service Management, use of full ITIL terminology may be

alidation of the process to ensure that it remains optimised towards meeting

rmance with ITIL. The aim is to give the self-assessing organisation an

create awareness of management and control issues that may be

ment information

Quality Control

3 Products
 3 Products

al Integration 5 Customer
Interface

Customer

arison of your results against all other respondents after you submit your

ou are only interested in a particular assessment and do not wish to

ediately after the introduction because you may want to print the worksheet
easy reading.
st attainable.

cells adjacent.
e told you if you pass or fail a section. If you do not reach the minimum
ection. With this in mind the assessment requires honesty in its completion.

ng anything you shouldn't.

drew's Business Park, Norwich NR7 0HS.

Your Contact Details
Name:
Type of
Organisation: If Other please
Organisation:
Address 1: specify:
Address 2:
Address 3:
Address 4:
Postcode:
E-mail:
Service Level Management
Service level management is the name given to the processes of planning, negotiating, co-ordinating,
monitoring, and reporting on Service Level Agreements (SLAs). The process includes the on-going review
of service achievement to ascertain that the required service quality is maintained and wherever
necessary improved.

SLAs contain specific targets against which performance can be evaluated. They also define the
responsibilities placed on all parties, in particular binding Service Delivery to offer an agreed quality of
service so long as the users constrain their demands within agreed limits. The relationship between
Service Delivery and its customers is therefore put on to a formal business-like footing similar to those
which exist between Service Delivery and its suppliers. When used in conjunction with the financial
management process, service level management provides the basis for running Service Delivery as a
business or profit centre.

Service level management provides a number of benefits not least of which is that it enables specific
targets to aim for and against which service quality can be monitored and measured. Furthermore, service
monitoring will allow weaknesses in existing services to be identified, so that the quality of service
provision can be improved.
 ITIL Service Delivery Self Assessment: Service Level Management
(Y)es or (N)o
Level 1 - Pre-requisites
1. Are at least some service level management (SLM) activities established within
M the organisation, e.g. service definition, negotiation of SLA's etc?
2. Have you identified the customers for your IT services?
3. Are service attributes identified?
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
'Y' FAIL
Level 1.5 - Management Intent
4. Has the purpose and benefits of service level management been disseminated
M within the organisation?
5. Has the appropriate data on which to base service levels been determined?
6. Are there agreed procedures by which Service Level Agreements are negotiated
and reviewed?
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
'Y' FAIL
Level 2 - Process Capability
M 7. Have responsibilities for service level management activities been assigned?
M 8. Has a catalogue of existing services been compiled?
M 9. Are there mechanisms for monitoring and reviewing existing service levels?
10. Does the service catalogue give a clear and accurate picture of all services
being provided?
11. Are all customer service requests verified?
12. Do you have a mechanism leading to service improvement?
13. Are services prioritised in the service catalogue?
14. Do you have a mechanism for scheduling service implementations?
15. Are the majority of services covered by SLAs?
16. Have all existing SLAs been reviewed and agreed by customers?
17. Do the majority of SLAs have underpinning contracts and OLAs in place?
18. Are there mechanisms in place to monitor and measure all items in existing
SLAs?
19. Are SLAs reviewed on a regular basis?
20. Are the majority of SLAs, OLAs and underpinning contracts current?
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 6 other answers
'Y' FAIL
Level 2.5 - Internal Integration
M 21. Do you compare service provision with the agreed service levels?
22. Do you have a mechanism for keeping your service catalogue in line with
new/changed
23. Do you useservices?
service records to provide management and customers with
meaningful information on the quality of service?
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
'Y' FAIL
Level 3 - Products
M 24. Are standard service reports produced regularly?
25. Are the services and their components explicitly defined and what is excluded
documented
26. Do SLAs in SLA's?
have clearly identified key targets for service hours, availability,
reliability, support, response times and change handling?
27. Are service components identified as configuration items (CIs)?
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other answers
'Y' FAIL
Level 3.5 - Quality Control
M 28. Are the standards and other quality criteria for SLM documented?
M 29. Are the personnel responsible for SLM activities suitably trained?
30. Does the organisation set and review either targets or objectives for SLM?
31. Does the organisation use any tools to support SLM?
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
'Y' FAIL
Level 4 - Management Information
32. Do you provide management with information concerning service targets and
M actual
33. Doperformance?
you provide management with information concerning trends in service level
M breaches?
34. Do you provide management with information concerning standard service
offerings?
35. Do you provide management with information concerning number of requests for
new/changed services?
36. Do you provide management with information concerning trends in service level
request?
37. Are SLA monitoring charts provided to give an overview of how achievements
have measured up to targets?
 Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
'Y' FAIL
Level 4.5 - External Integration
M 38.
39. Does
WhenSLM activelyservice
negotiating involvelevels
Availability
does SLMManagement regarding
consult other service
service levels?
delivery and
support areas like Capacity Management, Financial Management for IT Services,
40. Is SLM
Service Deskconsulted by Change
and Change Management concerning potential impact of
Management?
changes
41. Does to agreed
SLM service
ensure levels?
that the service catalogue is integrated and maintained as part
of
42.the Configuration
Does SLM ensureManagement database
that the incident (CMDB)?
and problem handling targets included in
SLAs are the same as those in the Service Desk tools?
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other answers
'Y' FAIL
Level 5 - Customer Interface
43. Do you check with the customer if the activities performed by Service Level
M Management adequately support their business needs?
M 44. Do you check with the customer that they are happy with the services provided?
M 45. Are you actively monitoring trends in customer satisfaction?
46. Are you feeding customer survey information into the service improvement
M agenda?
47. Are you monitoring the customers value perception of the services provided to
M them?
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions FAIL

Service Level Management Results

2
2

0
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he on-going review
wherever

define the
greed quality of
hip between
similar to those
he financial
e Delivery as a

ables specific
urthermore, service
of service
agement

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
0
0
0
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0
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0
0
0

0
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0
Financial Management for IT Services
Financial management for IT services is concerned with helping the business to assess
whether its IT Service is doing the best it can with the money it has. The business has to
understand the true costs of providing a service and manage these costs professionally.
Financial Management of IT Services implements IT Accounting and Budgeting
processes, and often Charging processes for these IT Services, allocating IT expenditure
to services and recovering the costs of those services from the business customers to
whom they are provided.

Budgeting enables an organisation to:

-Predict the money required to run IT Services for a given period
-Ensure that actual spend can be compared with predicted spend at any point
-Reduce the risk of overspending
-Ensure that revenues are available to cover predicted spend (where charging is in
place)

IT Accounting enables an organisation to:

-Account for the money spent in providing IT Services
-Calculate the cost of providing IT Services to both internal and external customers
-Perform cost-benefit or Return-on-Investment analyses
-Identify the cost of changes

Charging enables an organisation to:

-Recover the costs of the IT Services from the customer of the service
-Operate the IT organisation as a business unit if required
-Influence user and customer behaviours

The scope of Financial Management of IT Services is taken to cover hardware, software,

people, accommodation, external services (e.g. outsourced application development), and
transfers (eg IT Service buying PCs on behalf of a business customer).
 ITIL Service Delivery Self Assessment: Financial Management for IT Services
(Y)es or (N)o
Level
1. Are 1:
at Pre-requisites
least some financial management activities
M established within the organisation, e.g. cost forecasting, 0
2. Are financial
expenditure management
budgeting, activities
service assigned to specific
cost management?
individuals or functional established
areas? 0
3. Has the organisation financial data recording for
workloads, services, hardware and software? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M')
questions + 1 other answer 'Y' FAIL 0
Level 1.5: Management Intent
4. Have the purpose and benefits of financial management for
M IT services been disseminated within the organisation? 0
5. Has the scope of financial management activities and any
applicable pricing policies been determined? 0
6. Have goals for financial management in relation to IT
expenditure and charging (IT cost recovery) been made 0
7. Are there agreed procedures covering the calculation and
explicit?
registration of IT costs? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M')
questions + 2 other answers 'Y' FAIL 0
Level 2: Process Capability
8. Have responsibilities for various financial management
M activities been assigned? 0
9. Are there explicit procedures for expenditure planning and
M budgeting? 0
10. Are budgets monitored and are there regular reports on
M expenditure 0
11. Are therevsexplicit
budget? procedures for procuring goods and
services? 0
12. Are there suitable mechanisms for capturing and allocating
incurred costs? 0
13. Do you have procedures for forecasting unit costs for
resources / services? 0
14. Is there a defined process for managing service costs? 0
15. Have limits been set for capital and operational
expenditure? 0
16. Have you determined a pricing policy? 0
17. Do you have procedures for planning cost recovery? 0
18. Do you have procedures for determining items which will
incur service charges? 0
19. Do you have procedures for collecting cost and charging
data at regular intervals? 0
20. Do you have procedures for escalation in case of budget
overruns? 0
21. Do you have procedures for reporting on income? 0
22. Do you have procedures for compiling summaries on
income versus expenditure? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M')
questions + 5 other answers 'Y' FAIL 0
Level 2.5:Financial
23. Does Internal Management
Integration for IT Services have
M responsibility for the completeness and correctness of the IT 0
24. Are delivery
service chargingexpenditure
rates, if any,and
determined and evaluated on the
income reports?
basis 0
25. Is the cost classification and registration inpolicy?
of actual cost information and charging line with the
defined formal cost allocation structure? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M')
questions + 1 other answer 'Y' FAIL 0
Level 3: Products
26. Are standard reports concerning expenditure and income
M produced on a regular basis? 0
27. Are budgets provided for all activities? 0
28. Is the sum of items costed equal to the total cost of
providing the IT Services? 0
29. Are price lists available and understood by customers? 0
30. Do you produce invoices for your customers, based on the
central cost allocation and cost recovery structure? 0
31. Are invoices simple, accurate and issued on time? 0
32. Do you establish formal budgets for each customer? 0
33. Are audits conducted on a regular basis? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M')
questions + 3 other answers 'Y' FAIL 0
Level 3.5: Quality Control
34. Are the standards and other quality criteria applicable to
M financial management activities explicit and applied? 0
35. Are the personnel responsible for financial management
M activities 0
36. Does suitably trained? set and review either targets or
the organisation
objectives for financial management? 0
 37. Does the organisation use suitable tools to support the
financial management process? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M')
questions + 1 other answer 'Y' FAIL 0
Level 4: Management
38. Does Information
Financial Management for IT Services provide
M information concerning forecasts for
39. Does Financial Management of IT
ITservice delivery
Services provide 0
expenditure?
M information concerning actual costs of providing resources and 0
40. Doesagainst
services Financial Management
planned costs? for IT Services provide
41. Does Financial
information Management
concerning for IT Services
financial targets provide
for cost recovery? 0
information concerning
42. Does Financial estimatedfor
Management amount and cost
IT Services of resources
provide 0
to be provided or 'sold' during the next financial year?
information concerning
43. Does Financial actual income
Management for ITby resource,
Services service and
provide 0
customer against planned income? of managing service costs
information concerning performance
44. Does Financial Management for IT Services provide 0
against financial target?actions necessary to achieve financial
information concerning 0
45. Does Financial Management for IT Services provide
targets?
46. Does Financial
information Management
concerning analysis offordeviations
IT Servicesfromprovide
plans? 0
information concerning the current charging policies & IT 0
Accounting methods?
Minimum score to achieve this level: 'Y' for all mandatory ('M')
questions + 3 other answers 'Y' FAIL 0

Level 4.5: External Integration

47. Do you hold regular meetings with interested parties in

M which financial management matters are discussed? 0
48. Does Financial Management exchange information with
M Service
49. DoesManagement covering cost
Financial Management total, broken
exchange down by
information with 0
business area?
M Service Management covering revenue total, broken
50. Does Financial Management exchange information down
withby 0
business area?
Service
51. DoesManagement covering problems
Financial Management exchange and costs associated
information with 0
with IT accounting?
Service Management covering information pertinent to service 0
52. Does Financial Management exchange information with
charging?
M Capacity 0
53. Does Management to determine
Financial Management pricing information
exchange policy? with
M Capacity 0
54. Does Management to forecastexchange
Financial Management unit costs?
information with
55. Does Management
Capacity Financial Management exchange
for planning information with
cost recovery? 0
Change Management in order to manage service costs (review 0
56. Does Financial
of service Management
levels, prices exchange
charged for information
resources, etc.)? with
Configuration Management concerning procured items?with 0
57. Does Financial Management exchange information
58. Does Financial
Configuration Management
Management exchange
to forecast information with
unit cost? 0
Configuration Management for capturing and allocating input 0
costs?
Minimum score to achieve this level: 'Y' for all mandatory ('M')
questions + 2 other answers 'Y' FAIL 0
Level
59. Do5: Customer
you Interface
check with the customer if the activities performed
M by financial management adequately support their business 0
60. Do you check with the customer if they are happy with the
needs?
M services provided? 0
M 61. Are you actively monitoring trends in customer satisfaction? 0
62. Are you feeding customer survey information into the
M service 0
63. Are improvement agenda?
you monitoring the customers value perception of the
M services provided to them? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M')
questions + 2 other answer 'Y' FAIL 0

Financial Management Results

5

0
Capacity Management
The aim of Capacity Management is to match the supply of IT resources to customer
demands for them. The process is needed to support the optimum and cost-effective
provision of IT services by helping organisations to match their IT resources to the
demands of the business. It is concerned with having the appropriate IT capacity and
with making the best use of it.
The demand for IT resources is based on agreeing with users of IT services, levels to
which those services will be delivered, based on business requirements and
embodied within service level agreements.
The customer's needs are assessed by forecasting the likely growth in demand for
current services and by sizing new service elements. The desired service levels
required can then be agreed with service users, based on business needs. The sub-
processes associated with capacity management are concerned with forecasting
workload, sizing applications, and maintaining a Capacity Plan in order to meet
existing and future needs.
The Capacity Plan is beneficial to both Systems Management and Purchasing in
order to gain visibility of the schedule and likely infrastructure changes necessary to
maintain service at the required levels.

Assumed process conditions:

The scope of Capacity Management is assumed to be such that the entire technical
IT infrastructure is embraced. The infrastructure will include the network and
everything that is attached to the network such as servers and access points
(terminals and PCs). The scope of the process should include both operational and
development environments.
 ITIL Service Delivery Self Assessment: Capacity Management
(Y)es or (N)o
Level
1. Are 1:
at Pre-requisites
least some capacity management activities established within the
M organisation, e.g. monitoring of usage and performance, capacity planning, sizing 0
2.
of Are capacity
service management
elements etc? activities assigned to specific individuals or
functional areas?available for hardware, software, networking & peripherals and 0
3. Are monitors
does Capacity Management have access to them? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
answer 'Y' FAIL 0
Level 1.5: Management Intent
4. Have the purpose and benefits of capacity management been disseminated
M within the organisation? 0
5. Has the scope of capacity management been determined? 0
6. Is the organisation committed to a corporate capacity management plan which
includes future business requirements? 0
7. Is the organisation committed to producing a Capacity Plan? 0
8. Is the organisation committed to the proactive management of the capacity of
the network, servers and desk-top equipment? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
answer 'Y' FAIL 0
Level 2: Process Capability
M 9. Have responsibilities for capacity management activities been assigned? 0
10. Is there a process in place to ensure future business requirements for IT
M services 0
11. Doesaretheincorporated
organisation into
havecapacity management
a process plans?
to ensure that there is sufficient
M capacity to support planned services? 0
12. Are services detailed in SLA's monitored, measured and growth/performance
M predicted? 0
13. Are there mechanisms for analysing system usage and for reporting on
performance? 0
14. Are service elements both defined and sized for new services? 0
15. Is actual performance against agreed service levels recorded? 0
16. Do you model systems behaviour under various workloads and provide tuning
recommendations? 0
17. Is Capacity Management incorporated into all change and project planning
processes? 0
18. Is the utilisation of each resource and service monitored on an on-going
basis? 0
19. Are end-to-end service response times monitored? 0
20. Is trend analysis conducted to predict future resource management? 0
21. Do you perform market testing of new and emerging technologies? 0
22. Does the capacity management process provide input to the business
continuity process? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 4 other
answer 'Y' FAIL 0
Level 2.5: Internal Integration
23. Do you analyse business plans to ensure that there is sufficient capacity to
M support planned services 0
24. Do you analyse usageinand
anticipated time-scales?
performance data in order to optimise resource
utilisation? 0
25. Are required service levels and forecasts used to define and size service
elements? 0
26. Do you identify variances, trends and deviations from plans in the utilisation of
resources? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
answer 'Y' FAIL 0
Level 3: Products
M 27. Do you have a Capacity Management Database? 0
M 28. Do you maintain a Capacity Plan? 0
29. Is the Capacity Management Database aligned with the Configuration
Management Database? 0
30. Are standard reports concerning performance produced on a regular basis? 0
31. Are standard reports concerning the use and allocation of key resources
produced on a regular basis? 0
32. Do you produce forecasts of new workloads and their resource requirements? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other
answers 'Y' FAIL 0
Level 3.5: Quality Control
33. Are the standards and other quality criteria applicable to capacity
M management activitiesresponsible
explicit andfor
applied? 0
34. Are the personnel capacity management activities suitably
M trained? 0
 35. Does the organisation set and review either targets or objectives for capacity
management? 0
36. Does the organisation have suitable tools to support capacity management
activities? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
answer 'Y' FAIL 0
Level 4: Management Information
37. Does Capacity Management provide information concerning resource
M utilisation? 0
38. Does Capacity Management provide information concerning infrastructure
M requirements for maintaining service levels? 0
39. Does Capacity Management provide information concerning performance
trends? 0
40. Does Capacity Management provide information concerning utilisation of
chargeable resources? 0
41. Does Capacity Management provide information concerning details of
proposed new workloads? 0
42. Does Capacity Management provide information concerning
recommendations 0
43. Does Capacity based on technology
Management providetrends / emerging
information technology?
concerning variances
between planned and actual capacity utilisation? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other
answer 'Y' FAIL 0
Level 4.5: External Integration
44. Do you hold regular meetings with interested parties in which capacity
M management matters are discussed? 0
45. Does Capacity Management exchange information with Service Level
M Management concerning servicesexchange
and workloads to be with
monitored? 0
46. Does Capacity Management information Service Level
M Management concerning proposed service levels for new workloads? 0
47. Does Capacity Management exchange information with Financial
48. Does Capacity
Management for ITManagement exchange
Services concerning information
chargeable with Configuration
resource utilisation? 0
Management to obtain
49. Does Capacity details of IT
Management components
exchange and workload
information deployment
with Change across
Management 0
them?
for
50. details of any changes
Does Capacity proposed
Management to existing
exchange workloads
information and
with to feed back
IT Service the
Continuity 0
results of a performance impact analysis?
Management to incorporate ITSCM requirements for all recovery options into the 0
51. Does Plan?
Capacity Capacity Management exchange information with IT Service Continuity
Management to assess the impact of RFCs onthe
recovery 0
52. Does Capacity Management share use of CMDBoptions?
and other common tools
for 0
53. planning, monitoring
Does Capacity and alerting
Management with Availability
exchange Management?
information with Applications
Management regarding the development of new and existing systems? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 3 other
answers 'Y' FAIL 0
Level 5: Customer Interface
54. Do you check with the customer if the activities performed by Capacity
M Management adequately support their business needs? 0
M 55. Do you check with the customer if they are happy with the services provided? 0
M 56. Are you actively monitoring trends in customer satisfaction? 0
57. Are you feeding customer survey information into the service improvement
M agenda? 0
58. Are you monitoring the customers value perception of the services provided
M to them? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions FAIL 0

Capacity Management Results

0.9

0.8

0.7

0.6

0.5

0.4

0.3
0.9

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0
IT Service Continuity Management
IT service continuity management (ITSCM) is concerned with the organisation’s ability to
continue to provide a pre-determined and agreed level of IT services to support the minimum
business requirements following a business service interruption.

ITSCM is a vital subset of, and provides support to the overall business continuity management
(BCM) process by ensuring that the required IT services / facilities (including computer
systems, networks, applications, telecommunications, technical support and Service Desk) can
be recovered within required and agreed business time-scales.

The ITSCM process is based on the identification of the required, minimum levels of business
operation that are required following an incident, and the necessary systems, facilities and
service requirements. It is driven by these business needs, not by the perceived needs of the
IT community, and requires senior management commitment.

The process covers:

Risk / Priority Analysis:

Examining the risks and threats to IS services, and the development of an IT risk reduction or
mitigation programme to deliver the continuity requirements necessary to provide the required
level of business operation.
The identification of business operational priorities influences the determination of critical
services and data, and their relative priorities in the event of a contingency situation (e.g. a
disaster).

Planning for Contingency:

This covers the development, proving, sign-off and ongoing maintenance of plans to be
invoked in the event of a range of contingency scenarios. The main product is a detailed set of
contingency plans.

Risk Management:
This covers the active management of identified risks, beyond the normal recovery procedures
embodied in the contingency plans, with particular emphasis on prevention or reduction of risk.
 ITIL Service Delivery Self Assessment: IT Service Continuity
(Y)es or (N)o
Level
1. Are 1:
at Pre-requisites
least some IT service continuity activities established within the
M organisation, e.g. business impact assessment, development of recovery 0
2. Have the minimum operational requirements been determined by the
plans?
business? 0
3. Has the organisation developed a business continuity strategy? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1
other answer 'Y' FAIL 0
Level 1.5: Management Intent
4. Has the purpose and benefits of IT service continuity planning been
M disseminated within the organisation? 0
5. Is there senior management commitment for the implementation of IT
M service continuity measures? 0
6. Has the scope of IT service continuity activity been determined – i.e.
identifying, prioritising and documenting all business critical processes? 0
7. Has a business impact analysis been carried out? 0
8. Is there regular testing of the IT Service Continuity Management
procedures? 0
9. Are the necessary resources being made available for the complete
business continuity life-cycle stages through a strategic directive? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2
other answers 'Y' FAIL 0
Level 2: Process Capability
M 10. Have responsibilities for IT service continuity activities been assigned? 0
11. Have the minimum business critical requirements been determined
M through business impact analysis? 0
12.
13. Has a risk
Is there anassessment been conducted?
overall co-ordination plan for implementation, including 0
emergency response, damage assessment, salvage, identification of vital 0
records
14. Haveetc?
the ITSCM components for business continuity been identified? 0
15. Is there a check-list covering the specific actions required during all
stages of recovery 0
16. Is there a formalofprocedure
the system?
for testing and reviewing contingency
plans? 0
17. Is there an IT risk reduction or mitigation programme to implement
mechanisms in order to deliver the continuity requirements? 0
18. Is there a formal procedure for invoking recovery? 0
19. Is guidance on the invocation process readily available, including
details of associated action and decision points? 0
20. Has a crisis management team been established? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 4
other answers 'Y' FAIL 0
Level 2.5: Internal Integration
21. Is ITSC management responsible for the completeness of the IT
M contingency plans? 0
22. Do business continuity planners inform ITSC management of the
required service criticality / priority? 0
23. Are ITSCM plans regularly reviewed, and the procedures and
processes 0
24. Is theretested and updated
an established wherestructure
planning necessary?
clearly identifying
25. Are the technical
responsibility activities
for overall necessary
co-ordination in order
of the to invoke the
recovery? 0
contingency measures fully documented, so that IT personnel can 0
undertakescore
Minimum recovery actions?
to achieve this level: 'Y' for all mandatory ('M') questions + 2
other answers 'Y' FAIL 0
Level 3: Products
26. Are reports concerning risk assessments and risk mitigation measures
M 27. Does ITSC
produced management produce reports on alternative IT contingency
regularly? 0
planning options that would provide potentially acceptable service levels 0
28. Are formal
for cost Requests for Change issued in order to amend ITSCM
consideration?
arrangements? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1
other answer 'Y' FAIL 0
Level 3.5: Quality Control
29. Are the standards and other quality criteria for ITSCM made explicit
M and applied? 0
M 30. Are the personnel responsible for ITSCM activities suitably trained? 0
31. Does the organisation set and review either targets or objectives for
32. Does the organisation use any tools or proprietary methods for
ITSCM? 0
conducting risk assessments and/or keeping the IT contingency plans up- 0
to-date?
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1
other answer 'Y' FAIL 0
Level 4: Management Information
33. Does ITSC management provide information concerning areas and
nature of vulnerability to the continuation of business operations? 0
34. Does ITSC management provide information concerning IT
contingency planning options? 0
35. Does ITSC management provide information concerning the IT
M contingency plans? 0
 36. Does ITSC management provide information concerning changes to
the IT contingency plans? 0
37. Does ITSC management provide information concerning verification
tests of recovery plans? 0
38. Does ITSC management provide information concerning risk mitigation
(source and nature of risk, proportion avoided / reduced)? 0
39. Does ITSC management provide information concerning effectiveness
M of business continuity strategy? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 3
other answers 'Y' FAIL 0
Level 4.5: External Integration
M 40. Are regular meetings held with business continuity planners (BCM)? 0
41. Does ITSC management exchange information with Availability
M 42. Does ITSCformanagement
Management exchange information with Availability
risk mitigation? 0
M Management
43. Does ITSCformanagement
testing availability management
exchange informationcomponents
with Change of the plan, 0
including operating level agreements / support contracts?
M Management
44. Does ITSC management exchange information with Changecurrency
for consideration of changes which may affect the 0
and accuracy for
of IT Continuity of
Plans?
M Management assessment proposed changes and actions 0
45. Does ITSC
necessary management
to avoid exchange information with Capacity
/ reduce risks?
46. Does ITSCformanagement
Management consideration exchange information
of capacity / storage with
risksCapacity
and implications? 0
Management for specific capacity / storage requirements for recovery plan 0
tests?
47. Does ITSC exchange information with Service Level Management for
cross-references between SLAs and IT contingency plans, and specific 0
service levels during contingency or recovery situations?
48. Does ITSC management exchange information with Configuration
Management for contingency requirements and final configuration details, 0
49. Does currency
ensuring ITSC management exchange
of configuration information
details used? with Configuration
Management 0
50. Does ITSCformanagement
full relationship between
exchange components
information withand services?
Problem
51. Does ITSCand
Management management exchange information
Incident Management for reviewingwithmajor
Problem
incidents? 0
Management and Incident Management for discussion of problems where 0
cause / resolution
Minimum is possibly
score to achieve within'Y'the
this level: fordomain of ITSC
all mandatory management?
('M') questions + 4
other answers 'Y' FAIL 0
Level 5: Customer Interface
52. Do you check with the customer if the activities performed by ITSC
M management
53. Do you check
adequately
with thesupport
customer
their
that
business
they areneeds?
happy with the services 0
M provided? 0
M 54. Are you actively monitoring trends in customer satisfaction? 0
55. Are you feeding customer survey information into the service
M improvement agenda? the customers value perception of the services 0
56. Are you monitoring
M provided to them? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions FAIL 0
 IT Service Continuity Results

0
Availability Management
Availability management is the optimisation of the availability and reliability of IT
services and of the supporting IT infrastructure and organisation, in order to ensure that
the requirements of the business are met.
Availability management entails systematically undertaking preventative and corrective
maintenance of IT services, within justifiable cost. Technical, organisational, procedural,
security and contractual aspects have an important role in this process.

The aspects of availability management to be covered by this questionnaire are:

Reliability:
the capability of an IT component to perform a required function under stated conditions
for a stated period of time.

Maintainability:
the capability of an IT component or IT service to be retained in, or restored to, a state in
which it can perform its required functions.

Serviceability:
a contractual term which is used to define the availability of IT components as agreed
with external organisations supplying and maintaining these components.

Security:
providing access to IT components or IT services under secure conditions.
 ITIL Service Delivery Self Assessment: Availability Management
(Y)es or (N)o
Level
1. Are 1:
at Pre-requisites
least some availability management activities established within the
M organisation, e.g. monitoring of service components, analysis of service 0
2. Are availability management activities assigned to specific individuals or
availability?
functional areas? 0
3. Have the availability requirements of the business been identified and
documented? 0
4. Are there mechanisms in place for identifying service (un)availability and IT
component failure? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
answer 'Y' FAIL 0
Level 1.5: Management Intent
5. Has the purpose and benefits of availability management been disseminated
M within theorganisation
organisation? 0
6. Is the committed to the monitoring of third party performance in
relation toorganisation
service targets? 0
7. Is your committed to producing an IT service availability plan
periodically? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
answer 'Y' FAIL 0
Level 2: Process Capability
8. Have responsibilities for various availability management activities been
M assigned? 0
9. Is there a single point of accountability (process owner) for capacity
M management ? 0
10. Has the scope of availability management been established within the
M organisation? 0
11. Do you have procedures for monitoring, analysing, and forecasting service
M availability? 0
12. Do you have procedures for agreeing, monitoring and measuring contracted
service support? 0
13. Is there an established process for improving IT system resilience? 0
14.
15. Do
Do you
you have
have procedures for managing
defined targets data backup
for the availability, and recovery?
reliability and maintainability of 0
IT infrastructure components that are documented and agreed in SLAs, OLAs and 0
16. Do you carry out monitoring and trend analysis of the availability, reliability and
contracts?
maintainability of IT infrastructure components? 0
17. Do you investigate the underlying reasons for unacceptable availability? 0
18. Do you produce and maintain an availability plan that prioritises and plans for
IT availability improvements? 0
19. Are there explicit procedures for maintaining IT security? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 4 other
answers 'Y' FAIL 0
Level 2.5: Internal Integration
20. Are service availability detailed requirements reviewed, registered and used to
M inform 0
21. Arethe IT availability
service plan?
availability details used to identify trends and to forecast future
service 0
22. Are availability levels? to improve service availability underpinned with service
proposed changes
availability trends and forecasts? 0
23. Are availability design criteria reviewed to provide additional resilience to
prevent or new/changed
minimise the impact on the business? 0
24. Are all configuration items designed and tested to meet the
availability criteria? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other
answers 'Y' FAIL 0
Level 3: Products
M 25. Are standard reports on IT service availability produced on a regular basis? 0
26.
27. Is
Dothere an IT service
the measures and availability
reporting on plan and is it regularly
availability, reliabilityreviewed?
and maintainability 0
accurately reflect the perspectives of the business, User and IT support 0
28. Are formal Requests for Change issued to request service availability
organisation?
improvement measures? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other
answers 'Y' FAIL 0
Level 3.5: Quality Control
29. Are the standards and other quality criteria made explicit and applied to
M availability 0
30. Are themanagement activities?for availability management activities suitably
personnel responsible
M trained? 0
31. Does the organisation set and review either targets or objectives for
availability management? 0
32. Does the organisation use suitable tools to support the availability
management process? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
answer 'Y' FAIL 0
Level 4: Management Information
33. Does Availability Management provide information concerning service
M availability and component failure? provide information concerning response 0
34. Does Availability Management
M times? 0
35. Does Availability Management provide information concerning
M recommendations / proposed changes for improvements in IT service availability? 0
36. Does Availability Management provide information concerning dependency of
IT 0
37.services on the operational
Does Availability status
Management of theirinformation
provide components?
concerning evaluation of
preventative measures? 0
 38. Does Availability Management provide information concerning IT service
availability plan? 0
39. Does Availability Management provide information concerning change
assessments? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other
answers 'Y' FAIL 0
Level 4.5: External Integration
40. Do you hold regular meetings with interested parties in which ITSCM matters
M are discussed? 0
41. Does Availability Management exchange information with Problem
M 42. Does Availability
Management Management
concerning IT serviceexchange
downtime? information with Problem 0
M Management concerning
43. Does Availability configuration
Management items which
exchange are the
information root
with cause of service
Problem 0
disruption?
M Management concerning
44. Does Availability the need exchange
Management for changeinformation
or preventative maintenance as
with Capacity 0
proactive problem management measures?
M Management for ensuring that the availability plan takes into account trends in 0
45. Does
system Availability Management exchange information with Change
usage?
Management concerning proposedexchange
change assessments? 0
46. Does Availability Management information with Change
Management concerning changes necessary to improve IT service availability? 0
47. Does Availability Management exchange information with Service
Management to agree targets for the availability, reliability and maintainability of 0
the IT infrastructure components that underpin IT Service(s)?
48. Does Availability Management exchange information with ITSCM to formulate
49.
the Does Availability
availability Management
and recovery designexchange
criteria forinformation with Financial
the IT infrastructure? 0
Management for IT Services to assess the cost of non-availability of services and 0
50.
helpDoes
justifyAvailability
improvementsManagement
identifiedexchange information
within availability with the Service Desk
plans?
51. Does Availability
concerning end-user Management
complaints of exchange information
poor IT service with Configuration
availability? 0
Management to obtain
52. Does Availability data on configuration
Management exchange items and mean
information with time between
Applications 0
failures?
Management to ensure that IT service availability is considered within the 0
Minimum scorelifecycle?
development to achieve this level: 'Y' for all mandatory ('M') questions + 4 other
answers 'Y' FAIL 0
Level 5: Customer Interface
53. Do you check with the customer if the activities performed by Availability
M Management adequately 0
54. Do you check with the support
customerthethat
business needs?
they are happy with the services
M provided? 0
M 55. Are you actively monitoring trends in customer satisfaction?
56. Are you feeding customer survey information into the service improvement 0
M agenda?
57. Are you monitoring the customers value perception of the services provided to 0
M them? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions FAIL 0

Availability Management Results

0
0