Readiness

IT Service Management - ITIL V3 Readiness Assessmen
Introduction
This spreadsheet system allows you to conduct a mini It Service Management ITIL V3 Readiness Assessment. It has been developed as a low cost way to highlight areas that require particular attention. For more detailed assessment exercises you may need to employ outside consultants. If you do employ Service Management consultants then they can be presented the findings of this spreadsheet to help them rapidly understand some of your current issues. 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 formula's etc. You can use this spreadsheet as the starting point for enhancements (one suggestion is to use Pivot Tables, for even more powerful analysis). No responsibility is taken for any errors or mis-interpretations of data. No responsibility is taken for any modifications made to this spreadsheet.
Additional interpretation and further assistance can be provided at competitive rates. Simply e-mail your question to: service@theartofservice.com
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Data entry
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Below are the only valid entries for the assessment
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Each person must use the drop down box and select an answer for each question for each process area.
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Unsure
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Strongly disagree (NO)
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Disagree
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Agree
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Strongly agree (YES)
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Step 1 - Enter the names of the participants here :
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Participant 1
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Participant 2
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Participant 3
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Participant 4
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Participant 5
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Participant 6
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Participant 7
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Participant 8
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Participant 9
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Participant 10
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Step 2 - Now have each participant answer each question for each area, under their name.
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Service Management as a Practice
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Participant 3
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Participant 10
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Service Management is clearly defined
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We know what our services are
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We have clearly defined functions across the lifecycle
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We have clearly defined roles across the lifecycle
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We have clearly defined processes across the lifecycle
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We are able to measure the processes in a relevant matter
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The reason a process exists is to deliver a specific result
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Every process delivers its primary result to a customer or stakeholder
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Interfaces to the Service Lifecycle stages are clearly defined
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SCORE
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The Service Lifecycle
Participant 1
Participant 2
Participant 3
Participant 4
Participant 5
Participant 6
Participant 7
Participant 8
Participant 9
Participant 10
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The Service Liefecycle is defined in our organization
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The structure of the service lifecycle is defined in our organization
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The scope of the service lifecycle is defined in our organization
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The components of the service lifecycle are defined in our organization
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The interfaces of the service lifecycle are defined in our organization
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The main goals and objectives of Service Strategy are defined
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The main goals and objectives of Service Design are defined
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It is clearly defined what the value of Service Design is to the business
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The main goals and objectives of Service Transition are defined
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It is clearly defined what the value of Service Transition is to the business
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The main goals and objectives of Service Operation are defined
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It is clearly defined what the value of Service Operation is to the business
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The main goals and objectives of Continual Service Improvement are defined
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It is clearly defined what the value of Continual Service Improvement is to the business
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SCORE
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ITIL Concepts and Definitions
Participant 1
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Our Utility and Warranty is well defined.
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Our Resources and Capabilities are well defined
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Our Service Portfolio is well defined
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Our Service Catalogue (Business Service Catalogue and Technical Service Catalogue) is well defined
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The role of IT Governance across the Service Lifecycle is well defined
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Our Business Case is well defined
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We have defined Our Risks
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We have a well defined Service Model
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We structurally manage Service Providers
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We structurally manage Suppliers
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We have well defined Service Level Agreement (SLA)
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We have well defined Operational Level Agreement (OLA)
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We have well defined Contracts
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We have a well defined Service Design Package
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We manage the Availability of our services
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We have a Service Knowledge Management System (SKMS)
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We have well defined Configuration Item (CI)
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We have a well defined Configuration Management System
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We have a well defined Definitive Media Library (DML)
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We structurally manage Service Changes
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We manage Change types (Normal, Standard and Emergency)
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We organize Release Units
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We know who raises changes
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We know what the reason for a change is
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We know what the return required is from a change
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We know what the risks are involved in a change
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We know what resources are required to deliver the change
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We know who is responsible for the build, test and implementation of the change
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We know what the relationship is between a change and others
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We have Events defined
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We have Alerts defined
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We have Incidents defined
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We have Impact, Urgency and Priority defined
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We have Service Requests defined
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We have Problems defined
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We have Workarounds defined
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We have Known Errors defined
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We have a Known Error Data Base (KEDB) defined
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We have the role of communication in Service Operation defined
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SCORE
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Key Principles and Models
Participant 1
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Participant 3
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SS:Our service assets are the basis for value creation
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SS:We deliver value creation through our services
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SD:The importance of people, processes, products and partners for service management is well understood
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SD:We manage service portfolio design
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SD:We identify business requirements
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SD:We define Service requirements
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SD:We design services out of those business and service requirements
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SD:We manage technology and architectural design
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SD:We manage measurement of design
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SD:We distinguish between different sourcing approaches and options
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ST:We validate service packages, offerings and contracts
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ST:We do service acceptance tests
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ST:We do service operational readiness tests
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ST:We do Service release package tests
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ST:We do component and assembly tests
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ST:We do service component build and tests
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SO:We have clearly defined our IT Services versus Technology components
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SO:We have defined our stability versus responsiveness
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SO:We have defined our quality of service versus cost of service
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SO:We have defined our balance between reactiveness versus proactiveness
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CSI:We apply the plan, do, check, act model to control and manage quality
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CSI: We have the continual service improvement model clearly defined
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CSI: Business value is clearly measured for continual service improvement
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CSI: Baselines are clearly defined for continual service improvement
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CSI: We have technology metrics, process metrics and service metrics
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SCORE
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Processes
Participant 1
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SS: We have defined our market
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SS:We have developed our offerings
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SS:We have developed our strategic assets
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SS:We are prepared for execution
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SS:The objectives, basic concepts and roles for Service Portfolio Management are defined
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SS:The objectives, basic concepts and roles for Demand Management are defined
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SD:The concepts for Service Level Management are defined
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SD:The process activities for Service Level Management are defined
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SD:The key metrics for Service Level Management are defined
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SD:The roles for Service Level Management are defined
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SD:The challenges for Service Level Management are defined
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SD:The objectives for Service Catalogue Management are defined
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SD:The scope for Service Catalogue Management is defined
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SD:The concepts for Service Catalogue Management are defined
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SD:The objectives for Availability Management are defined
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SD:The scope for Availability Management is defined
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SD:The concepts for Availability Management are defined
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SD:The objectives for Information Security Management are defined
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SD:The scope for Information Security Management is defined
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SD:The concepts for Information Security Management are defined
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SD:The objectives for Supplier Management are defined
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SD:The scope for Supplier Management is defined
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SD:The objectives for Capacity Management are defined
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SD:The scope for Capacity Management is defined
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SD:The concepts for Capacity Management are defined
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SD:The objectives for IT Service Continuity Management are defined
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SD:The scope for IT Service Continuity Management is defined
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SD:The concepts for IT Service Continuity Management are defined
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ST:The objectives for Change Management are defined
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ST:The scope for Change Management is defined
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ST:The concepts for Change Management are defined
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ST:The process activities for Change Management are defined
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ST:The key metrics for Change Management are defined
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ST:The roles for Change Management are defined
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ST:The challenges for Change Management are defined
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ST:The objectives for Service Asset and Configuration Management are defined
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ST:The scope for Service Asset and Configuration Management is defined
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ST:The concepts for Service Asset and Configuration Management are defined
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ST:The objectives for Release and Deployment Management are defined
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ST:The scope for Release and Deployment Management is defined
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ST:The concepts for Release and Deployment Management are defined
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SO:The objectives for Incident Management are defined
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SO:The scope for Incident Management is defined
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SO:The concepts for Incident Management are defined
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SO:The process activities for Incident Management are defined
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SO:The key metrics for Incident Management are defined
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SO:The roles for Incident Management are defined
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SO:The challenges for Incident Management are defined
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SO:The objectives for Event Management are defined
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SO:The scope for Event Management is defined
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SO:The concepts for Event Management are defined
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SO:The objectives for Request Fulfilment are defined
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SO:The concepts for Request Fulfilment are defined
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SO:The objectives for Problem Management are defined
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SO:The scope for Problem Management is defined
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SO:The concepts for Problem Management are defined
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SO:The objectives for Access Management are defined
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SO:The scope for Access Management is defined
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SO:The concepts for Access Management are defined
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CSI:The objectives for Continual Service Improvement are defined
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CSI:The concepts for Continual Service Improvement are defined
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CSI:The process activities for Continual Service Improvement are defined
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CSI:The key metrics for Continual Service Improvement are defined
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CSI:The roles for Continual Service Improvement are defined
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SCORE
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Functions
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The role of the Service Desk function is defined
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The objectives of the Service Desk function are defined
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The organizational structures of the Service Desk function are defined
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The staffing of the Service Desk function is defined
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The metrics of the Service Desk function are defined
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The role of the Technical Management function is defined
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The objectives of the Technical Management function are defined
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The organizational overlap of the Technical Management function are defined
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The role of the Application Management Function is defined
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The objectives of the Application Management Function are defined
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The organizational overlap of the Application Management Function are defined
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The role of the IT Operations Management Function is defined
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The objectives of the IT Operations Management Function are defined
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The organizational overlap of the IT Operations Management Function are defined
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SCORE
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Roles
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The roles for each process owner are defined
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The responsibilites for each process owner are defined
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The roles for each service owner are defined
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The responsibilites for each service owner are defined
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The RACI model is used to explain each role in the organizational structure
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SCORE
Questionnaire Results
Readiness Assessment responses all participants
Service Management as a Practice The Service Lifecycle ITIL Concepts and Definitions Key Principles and Models Processes Functions Roles
Unsure Strongly disagree (NO) Disagree Agree Strongly agree (YES) Nbr 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
0 0 0 0 0 0 0
0 0 0 0 0 0 0
Readiness Assessment Average score all participants, all questions

Service Management as a Practice The Service Lifecycle ITIL Concepts and Definitions Key Principles and Models Processes Functions Roles
Average Score
SPECIAL NOTE: The use of the AVERAGE as a statistical measurement has so
The Average takes into account the extreme values. Use the MODE function to get a
0 0 0 0 0 0 0
Refer to the scoring document for a summary of the scores presented.
Participant
Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10
ITIL Concepts and Definitions 0 0 0 0 0 0 0 0 0 0
Key Principles Processes and Models 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
Functions 0 0 0 0 0 0 0 0 0 0
Roles 0 0 0 0 0 0 0 0 0 0
Service Management as a Practice 0 0 0 0 0 0 0 0 0 0
The Service Lifecycle 0 0 0 0 0 0 0 0 0 0

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IT Service Management - ITIL V3 Readiness Assessmen

Below are the only valid entries for the assessment

Strongly disagree (NO)

Strongly agree (YES)

Step 1 - Enter the names of the participants here :

Service Management as a Practice

Total Count Avg

Service Management is clearly defined

We know what our services are

We have clearly defined functions across the lifecycle

We have clearly defined roles across the lifecycle

We have clearly defined processes across the lifecycle

We are able to measure the processes in a relevant matter

The reason a process exists is to deliver a specific result

Every process delivers its primary result to a customer or stakeholder

Interfaces to the Service Lifecycle stages are clearly defined

The Service Lifecycle

Total Count Avg

The Service Liefecycle is defined in our organization

The structure of the service lifecycle is defined in our organization

The scope of the service lifecycle is defined in our organization

The components of the service lifecycle are defined in our organization

The interfaces of the service lifecycle are defined in our organization

The main goals and objectives of Service Strategy are defined

The main goals and objectives of Service Design are defined

It is clearly defined what the value of Service Design is to the business

The main goals and objectives of Service Transition are defined

It is clearly defined what the value of Service Transition is to the business

The main goals and objectives of Service Operation are defined

It is clearly defined what the value of Service Operation is to the business

ITIL Concepts and Definitions

Total Count Avg

Our Utility and Warranty is well defined.

Our Resources and Capabilities are well defined

Our Service Portfolio is well defined

The role of IT Governance across the Service Lifecycle is well defined

Our Business Case is well defined

We have defined Our Risks

We have a well defined Service Model

We structurally manage Service Providers

We structurally manage Suppliers

We have well defined Service Level Agreement (SLA)

We have well defined Operational Level Agreement (OLA)

We have well defined Contracts

We have a well defined Service Design Package

We manage the Availability of our services

We have a Service Knowledge Management System (SKMS)

We have well defined Configuration Item (CI)

We have a well defined Configuration Management System

We have a well defined Definitive Media Library (DML)

We structurally manage Service Changes

We manage Change types (Normal, Standard and Emergency)

We organize Release Units

We know who raises changes

We know what the reason for a change is

We know what the return required is from a change

We know what the risks are involved in a change

We know what resources are required to deliver the change

We know what the relationship is between a change and others

We have Events defined

We have Alerts defined

We have Incidents defined

We have Impact, Urgency and Priority defined

We have Service Requests defined