Smc Assessment Services (Long Form) V2.0

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Service Management Assessment Services

Service Management Consulting

Chris Miles

07 OCTOBER 2009 GETRONICS CONFIDENTIAL

Contents

• Assessment Service Overview

• Scope

• Approach

• Deliverables


• In order to manage an environment you must measure it to assess and

understand what is performing well and what needs further attention

• Best Practices, such as ITIL, ISO/IEC 20000, 27001 and 19770 offer the tools to

be able to establish that baseline, and a position to work towards

• The combination of best practice information from ITIL and ISO combined with

the methods and rigour of CMM provide an effective way to assess and improve

your environment

• Consultancy led engagements to identify areas for improvement and efficiency

savings within your organisation, through recommendation based reports to

form the basis of Continuous Service Improvement Plans

• Built upon our long experience of providing assessment services and through

constant development in line with emerging standards and involvement with

industry bodies

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Assessment Description

ITIL V2/V3 Process Maturity Assessment:CMM based assessment of the maturity of the ITIL disciplines, offering interview, workshop and desk-side based analysis, management reports with detailed maturity assessment, complete with prioritised conclusions and recommendations forming the basis of rigorous Continuous Service Improvement Programme.

ISO/IEC 20000 Pre-audit assessmentsIT Service Management standard pre-audit assessments, identifying non-compliance and recommendations for compliance.

ISO/IEC 27001 Pre-audit assessmentsInformation Security Management standard pre-audit assessmentsidentifying non-compliance and recommendations for compliance.

ISO/IEC 19770 Pre-audit assessmentsSoftware Asset Management (SAM) standard pre-audit assessmentsidentifying non-compliance and recommendations for compliance.

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Scope

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ITIL v2

•Service Desk / Incident

•Problem

•Change

•Config

•Release

•SLM

•Availability

•Capacity

•ITSCM

•ITFM

ITIL v3

•Service Portfolio

•Demand

•Financial

•Availability

•Capacity

•Service Catalogue

•Supplier

•Security

•SLM

•ITSCM

•Change

•Asset and Config

•Knowledge

•Transition and Support

•Service Validation

•Release and Deployment

•Event

•Request Fulfilment

•Incident

•Access

•Problem

•7 Step Improvement

•Service Reporting

•CSI

ISO/IEC 20000

•Management Responsibility

•Documentation Requirements

•Competence, Awareness, Training

•Plan ITSM

•Implement ITSM

•Monitor, measure , review

•CSI

•PINCS

•SLM

•Service Reporting

•ITSC and Availability

•Capacity

•Information Security Mgmt

•BRM

•Supplier

•Incident

•Problem

•Configuration

•Change

•Release

ISO/IEC 27001

•Security Policy

•Organization of Information Security

•Asset

•Human resources security

•Physical and environmental security

•Communication and operations

•Access Control

•Information systems acquisition, development and maintenance

•Information Security Incident

•Business Continuity

•Compliance

ISO/IEC 19770

•Corporate governance

•Acquisition

•Change

•Competence in SAM

•Conformance verification

•CSI

•Corporate governance

•Financial

•Implementation of SAM

•Incident

•Monitoring and Review

•Planning

•Policies, processes, procedures

•Problem

•Relationship and contract

•Retirement

•Roles and Responsibilities

•Security

•Service level

•Software

•asset control

•deployment

•development

•licensing compliance

•release

Approach

• Stage 1: Assessments

– Cultural Assessment

– ITIL Process Maturity Assessment

– Standards Pre-audit Assessment

• ISO/IEC 20000

• ISO/IEC 27001

• ISO/IEC 19770

• Stage 2: Prioritisation and Planning

– People and process prioritisation & detailed programme planning

– Performance targets & Programme metrics planning



Approach – Stage 1: Assessments

Intake

Meeting

problem definition

scope

organisational

context

selection of

interviewees

Kick-off

Presentation

Culture Survey

Questionnaires

Process

Maturity

Questionnaires

Report

Generation

Report

Handover and

Presentation

Sponsor &

2 consultants

Sponsor &

interviewees

scope

reason

explanation

Interviewees &

Consultants

Consultants &

QA team

Consultants &

Sponsor

problem definition

organisational

context

problem definition

answer formulation

organisational context

prioritised plan

Intake

Meeting

Kick-off

Presentation

Culture

Survey

Questionnaires


Maturity Levels using CMM based method

1

5

4

3

2

Initiation

Optimisation

Integration

Control

Awareness

Evaluate: Process and Technology Maturity against Best Practice


ITIL Process Maturity Assessment

• ITIL® Process Maturity Assessment Service

• Objective rather than subjective view of maturity and effectiveness

• Assessment, recognising organisational relevance as well as the “perfect world”

• Repeatable, defined maturity benchmarking assessment using the methods of

the Capability Maturity Model for process (CMM)

(Independent analyst view from Gartner that CMM is the most effective method

for assessing process maturity and the basis for improvement)


Typical output from assessment…

Process Maturity using CMM


Typical output from assessment…

Cultural Assessment

Deliverables – Stage 1: Assessments

• Management report, documenting:

– Management Summary

– Problem definition

– Scope

– Organisational context

– Process observations regarding maturity and effectiveness

– Current state process maturity Conclusions

– Graphical representation of maturity gap analysis

– Desired state process maturity Recommendations

– Cultural assessment analysis

– Graphical representation of cultural assessment analysis



Approach – Stage 2: Planning

Prioritisation

Workshop

Review of recommendations

Agreement on

recommendations

Agreed priority and

ownership of process based

actions

Programme

Planning

Continuous

Service

Improvement

Programme

(Process &

Technology)

Programme

metrics

(People)

Performance

Targets /

Objectives

Sponsor,

Process owners &

2 consultants

Sponsor &

interviewees

Planning

Resource

Cost

Integrated plan

CSIP

Sponsor &

interviewees

CSFs

KPIs

Targets

Deliverables – Stage 2: Planning

• Project / Programme Plan

– Prioritised task level programme plan that maps to Assessment

Management Report recommendations

– Resource estimates

– Time and cost estimates

– Task dependencies

• Performance targets & Programme metrics planning

– Suggested Critical success factors (CSFs) and Key Performance Indicators

(KPIs) at an individual process and programme level

– Suggested objectives for staff that support CSFs and KPIs


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Documents

Smc Assessment Services (Long Form) V2.0