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This document is one of a number of self-assessments of important processes, enabling you to establish the extent to wh
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 b
overall process capability. The assessment is based on a generic framework which recognises that there are a number of
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 q
questions are weighted, i.e. those which are deemed as having a slightly higher significance are considered mandatory fo
These questions are denoted by a ‘M’ symbol.
Figure 1 illustrates the rationale of the scoring system used in this questionnaire. The initial level of the framework, Level
minimum level of prerequisite items are available to support the process activities. Level 1.5: Management Intent, establ
statements, business objectives (or similar evidence of intent) providing both purpose and guidance in the transformation
At the lowest levels of the framework model (see Figure 1), the questionnaire is written in generic terms regarding product
specific ITIL terms are used, based on the assumption that Organisations’ achieving higher level scores are more likely t
Level 2: Process Capability, examines the activities being carried out. The questions are aimed at identifying whether a
performed. Level 2.5: Internal Integration seeks to ascertain whether the activities are integrated sufficiently in order to f
Level 3: Products, examines the actual output of the process to enquire whether all the relevant products are being pro
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 adequate
process in order to support necessary management decisions. Level 4.5: External Integration, examines whether all the
the discrete process and other processes have been established within the organisation. At this level, for IT service mana
expected.
Level 5: Customer Interface, is primarily concerned with the on-going external review and validation of the process to en
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 is
idea how well it is performing compared to ITIL best practice. The questionnaire also aims to create awareness of manag
addressed to improve the overall process capability.
Management
4 Managament information
2 Process Capability
1 Prerequisites
Other Processes
Instructions:
Enter your contact details (in worksheet named 'Contact Details') so we can send you a comparison of your results agains
after you submit your completed assessment.
Although we would prefer you to complete ALL assessments we will still process your data if you are only interested in a p
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 introductio
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 fail
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 Stephen Kent. Alternatively post it to: Stephen Kent, OGC, Research & Guidance (W
Park, Norwich NR70HS.
Stephen Kent
establish the extent to which your organisation has adopted the
uring that there is adequate and timely information produced from the
, examines whether all the external interfaces and relationships between
level, for IT service management, use of full ITIL terminology may be
nt information
ality Control
3 Products
3 Products
ntegration 5 Customer
Interface
Customer
diately after the introduction because you may want to print the worksheet
easy reading.
attainable.
ells adjacent.
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.
Software Control & Distribution is subsumed into release management. The logical control of
software items, including packages, throughout their lifecycle is under software configuration
control. A Definitive Software Library (DSL) may be set up and maintained in order to maintain
control over original software.
Configuration management provides direct control over IT assets and the ability to deliver
quality IT services economically.
- identification
- control
- status accounting
- verification.
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1
other answer 'Y' FAIL 0
Level 3: Products
20. Are build and installation schedules produced on the basis of the good
CI records? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1
other answer 'Y' FAIL 0
Level 3.5: Quality Control
21. Are the standards and other quality criteria applicable for the
M registration of CIs made explicit and applied? 0
22. Are the personnel responsible for configuration management activities
M suitably trained? 0
23. Does the organisation set and review either targets or objectives for
Configuration Management? 0
24. Does the organisation use any tools to support the configuration
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
25. Do you provide management with information concerning configuration
M items affected by major changes? 0
26. Do you provide management with information concerning information
M on the achievement of targets and objectives set for Configuration 0
Management?
27. Do you provide management with information concerning database
and record growth usage? 0
28. Do you provide management with information concerning exceptional
problems regarding specific CIs / types of CI? 0
29. Do you provide management with information concerning non-
conformance to standards? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1
other answer 'Y' FAIL 0
Level 4.5: External Integration
30. Do you hold regular meetings with interested parties in which
M Configuration Management matters are discussed? 0
31. Do you receive notification from, or provide information to change
M management relating to every CI to be changed or introduced? 0
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
Maximum Attainable Score
Your Score
Service Desk
The Service Desk provides the primary window for customer and user contact with the service
organisation on a day-to-day basis. The Service Desk may be responsible for a number of discrete
functions within the support organisation, including:
Incident Control:
This is the provision of first-line incident support including the initial receipt / handling of incidents / calls,
investigation and comparison against problems and known errors and either direct resolution (via actions
or advice) of the incident or progression to the Problem Management process as a problem. It may be
deemed appropriate to make a further distinction between calls and incidents, particularly when there are
systems management tools providing a level of automated service monitoring. Incidents may be
recognised by other functions (e.g. computer operations). The Service Desk should own the incident
control process and monitor progress on all incidents regardless of origin.
The Service Desk forms the main day-to-day interface between Service Delivery and the users. While the
main vehicle of communication is incident control, the Service Desk also provides a contact point for
enquiries on general service issues (including advice on progress on prior reported incidents / problems)
and the dissemination of relevant information (e.g. via bulletins, system messages, etc.)
In some circumstances, it may be unclear where the cause of a user 'problem' has arisen, e.g. through
anomalies in the business process or the system. Either way, the user requires assistance and the Service
Desk may liase with the business unit contact resulting in the issue of a business instruction.
While much of the overall management information may be produced by Problem Management, the
Service Desk's knowledge of incidents means that they are ideally placed to contribute to (or directly
provide) relevant management information - particularly in terms of user perceptions of Service Delivery
performance.
ITIL Service Support Self Assessment: Service Desk
(Y)es or (N)o
Level 1 - Pre-requisites
1. Are at least some Service Desk activities, e.g. incident logging established within
M the organisation? 0
2. Does the Service Desk have a mechanism for identifying calls and registering
incidents and enquiries? 0
3. Does the Service Desk provide some form of first-line support to callers? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
'Y' FAIL 0
Level 1.5 - Management Intent
M 4. Do Service Desk operators have applicable scripts for dealing with calls? 0
5. Does the Service Desk have applicable procedures for incident registration? 0
6. Has the purpose and benefits of the Service Desk been disseminated within the
organisation? 0
7. Have targets been set for the resolution of incidents or call handling? 0
8. Have user representatives (e.g. Super-Users) been identified within the
organisation to facilitate first-line support and resolution? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other answer
'Y' FAIL 0
Level 2 - Process Capability
M 9. Have the functions of the Service Desk been agreed? 0
10. Do Service Desk operators have a strategy for obtaining the required information
M from users during incident handling? 0
M 11. Is there a procedure for monitoring the progress of incidents? 0
M 12. Is there a procedure for the closure of incidents? 0
13. Does the Service Desk ascertain the status of planned fixes? 0
14. Does the Service Desk inform appropriate users on status changes regarding
outstanding incidents / problems? 0
15. Does the Service Desk provide information on the resolution of incidents? 0
16. Are information bulletins issued to the user community? 0
17. Is the Service Desk notified of new support requirements? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
'Y' FAIL 0
Level 2.5 - Internal Integration
M 18. Is the Service Desk responsible for the completeness of all incident records? 0
19. Does the Service Desk provide the single point of contact for all incoming
incidents / calls? 0
20. Are actual incident records used for subsequent progress monitoring and control
of incidents? 0
21. Is the Service Desk responsible for verification of the solution with the user and
closure of the incident? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
'Y' FAIL 0
Level 3 - Products
M 22. Are standard reports concerning incidents produced regularly? 0
23. Are the services supplied by the Service Desk clearly defined for customers and
other parties? 0
24. Do management review requests for new support requirements? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
'Y' FAIL 0
Level 3.5 - Quality Control
25. Are the standards and other quality criteria applicable for the registration of
M incidents and for call handling made clear to Service Desk operators? 0
M 26. Are the personnel responsible for Service Desk activities suitably trained? 0
27. Does the organisation set and review either targets or objectives for the Service
Desk? 0
28. Are there suitable tools in use to support the Service Desk function? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
'Y' FAIL 0
31. Do you provide management with information concerning user training needs? 0
32. Do you provide management with information concerning details of configuration
anomalies? 0
33. Do you provide management with information concerning trend analysis in
incident occurrence and resolution? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
'Y' FAIL 0
Level 4.5 - External Integration
34. Do you hold regular meetings with interested parties in which Service Desk
M matters are discussed? 0
35. Does the Service Desk exchange information with Problem Management
M concerning related problems and / or known errors? 0
36. Does the Service Desk exchange information with Configuration Management
regarding ease of use of configuration records, configuration anomalies and the 0
potential flagging of configuration item, e.g. as 'failed' (or equivalent)?
37. Does the Service Desk exchange information with Change Management
regarding the details of possible changes to resolve particular incidents / problems? 0
38. Does the Service Desk exchange information with Service Level Management
concerning breaches in service level agreements and the service and support 0
commitments they contain?
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
'Y' FAIL 0
Level 5 - Customer Interface
39. Do you check with the customer if the activities performed by the Service Desk
M adequately support their business needs? 0
M 40. Do you check with the customer that they are happy with the services provided? 0
M 41. Are you actively monitoring trends in customer satisfaction? 0
42. Are you feeding customer survey information into the service improvement
M agenda? 0
43. Are you monitoring the customer's value perception of the services provided to
M them? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions FAIL 0
Service Desk Results
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
Maximum Attainable Score
Your Score
Release Management
Release management encompasses software control & distribution and is therefore closely allied
with configuration management. In the wider context, configuration management focuses on the
logical control of IT infrastructure components (configuration items, or CIs), registered on a
configuration management database. Within configuration management, software control &
distribution is responsible for the physical storage, distribution, and implementation of software
items. Software control & distribution also ensures that only correctly authorised versions of software
are actually brought into use within the production environment. Software is a valuable asset, and its
release must be controlled effectively in order to ensure that the efficiency and effectiveness of the
business is not compromised.
Distribution of Software:
This is the process of copying the releases from the build environment into test and, later, live
environments. Live environments may be centralised (as in typical mainframe systems) or
distributed (e.g. LANs / WANs).
Software Implementation:
This is the process of bringing the software into live use at the target locations.
It is important to recognise that the scope extends beyond applications software, i.e. it includes
control of:
- application development software products and versions (developed in-house or bought in)
- technical architecture product sets and versions as they are defined and introduced
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 release management activities been
M assigned? 0
9. Are there operational procedures for acceptance of new software irrespective
M of its source? 0
M 10. Are there operational procedures for software distribution? 0
11. Are explicit guidlines available on how to manage, build and test software
releases? 0
12. Are there formal procedures for activating software within the organisation? 0
13. Do you have procedures for monitoring the usage of distributed products? 0
14. Do you have procedures for maintaining appropriate licenses? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
answer 'Y' FAIL 0
Level 2.5: Internal Integration
15. Have measures been taken to identify duplicate CI records or anomilies with
M CI data? 0
M 16. Are CI records kept in alignment with physical CI movements? 0
17. Is license information recorded against software CI records and is this
checked during the software distribution process (if appropriate)? 0
18. Are software CI records regularly utilised to provide information on software
control and distribution? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
answer 'Y' FAIL 0
Level 3: Products
M 19. Are standard reports concerning CI distribution produced regularly? 0
20. Are the services supplied by release management clear to other functions? 0
21. Are notifications of software installations issued to all parties involved? 0
22. Is information on license status issued to interested parties? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
answer 'Y' FAIL 0
Level 3.5: Products
23. Are the standards and other quality criteria for release management and in
M particular software control & distribution (SC&D) made explicit and applied? 0
24. Are the personnel responsible for release management activities suitably
M trained? 0
25. Does the organisation set and review either targets or objectives for release
management? 0
26. Are there suitable tools in use to support the SC&D process? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
answer 'Y' FAIL 0
Level 4: Management Information
27. Does Release Management collate information concerning the release of new
M / changed software within the business? 0
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
Incident Control:
Within the overall incident control process, problem management is responsible for second level
incident control. Typically, this consists of managing difficult or significant incidents which either
cannot be resolved by first level support areas (such as the Service Desk, Computer Operations
or Network Control) or would require a degree or extent of involvement which would not be
realistic for control sections with other pressing priorities / demands.
Problem Control:
The identification of the cause of incidents (problems), and either progressing to known errors
(problems caused by errors / faults in configuration items) or resolution by taking corrective action
if the cause is not an error / fault in a configuration item (e.g. a user mistake, or incorrect action
due to lack of training).
Error Control:
The correction of configuration items to remove errors / faults, and the overall management of
known errors whilst they remain unresolved and until they are eliminated by the successful
implementation of a change under the control of the Change Management process.
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
Maximum Attainable Score
Your Score
Change Management
The purpose of change management is to ensure that potential changes to IT service components are
reviewed in terms of their efficacy to meet business requirements, and that their impact is evaluated.
- providing a framework within which those initiating changes may retain accountability for the actual
work content
- preventing the introduction of changes which represent an unacceptable risk to the reliable delivery
of services
The scope of change management is assumed to be such that all changes to registered configuration
items, including: hardware and software products and versions used in the provision of IT services, and
the inclusion of new items into the live or development environments, will be subject to change control
procedures.
ITIL Service Support Self Assessment: Change Management
(Y)es or (N)o
Level 1: Pre-requisites
1. Are at least some change management (CM) activities established in the
M organisation, e.g. logging of change requests, change assessments, change 0
planning?
2. Is change management activities assigned to specific individuals or functional
areas? 0
3. Is there a procedure for raising and issuing requests for change? 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 change management been disseminated
M within the organisation? 0
5. Has the scope of change management activity been established within the
organisation? 0
6. Does the organisation have standards or other quality criteria for the raising
and registering of changes? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
answer 'Y' FAIL 0
Level 2: Process Capability
7. Have responsibilities for various change management activities been
M assigned? 0
M 8. Are the procedures for initiating change always adhered to? 0
M 9. Is there a procedure for approving, verifying and scheduling changes? 0
10. Are the business and technical impacts of changes always assessed? 0
11. Is change progress monitored adequately by Change Management? 0
12. Is the successful implementation of a change confirmed by Change
Management? 0
13. Is there a procedure for the review of all changes? 0
14. Are adequate change management reports produced? 0
Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other
answer 'Y' FAIL 0
Level 2.5: Internal Integration
M 15. Are all changes initiated through the agreed change management channels? 0
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1