Sample Assessment Artifacts

The following is a list of artifacts that may be helpful for a delegate to bring to interviews for your ITSM assessment.

Assessment Areas
Configuration & Asset Management Physical and logical network maps Physical and logical server maps Computing standards guide(s) Asset Management process & procedures Configuration Management Database (CMDB) Listing of Capital Assets Change Management Change Records (20 sequential RFCs) Change management reports and processes Hardware maintenance reports Forward Schedule of Change (FSC) Incident Management Incident Records / Service Desk tickets (100 sequential) Incident Management process Notification and Escalation process Problem Management Problem Records Problem management and escalation process Problem tracking/resolution reports Known Error reports Service Level Management Service Level Agreements (SLAs) Operating Level Agreements (OLAs) if any Vendor Contracts (Underpinning Contracts) List of Systems/Applications Supported Service Catalog Service Offerings (Product, Software and/or Service)

Organization Documents
Business Mission Statement IT Organization IT Mission Statement, Goals, Strategies and Plans IT Organizational charts (we have top level) IT Roles and Responsibilities if available in existing documents IT Process Documentation to extent it exists at this time IT Policies and Procedures to extent they exist at this time Computing policy manual(s) where appropriate System and network administration/operations procedures manual(s) Business Relationship Management Complaints procedure Customer Satisfaction Survey results Internal Service Review results/actions Supplier Management Service Review Policy and actions Dispute Resolution Guidelines Service Reporting Performance Reports on service level targets Service Reporting Policy

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