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Assessment WorkshopTitle of the Project
(date)
Project TitleAssessment Workshop
April 21, 2023 © Company Name All rights reserved 2
AgendaAgenda
• Purpose
• Approach
• Workshop Guidelines & Scoring
• Workshop #1– Incident Management Process
– Problem Management Process
• Workshop #2– Change Management Process
– Release Management Process
– Configuration Management Process
Project TitleAssessment Workshop
April 21, 2023 © Company Name All rights reserved 3
PurposePurpose
To obtain an objective evaluation of each of the processes under assessment to be used in identifying strengths and weaknesses as well as a benchmark for
future process improvement initiatives
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April 21, 2023 © Company Name All rights reserved 4
ApproachApproach
• Facilitator will review the goal and key activities of the process
• A series of questions will be presented
• The responses will be based on group consensus (a show of hands)
• Open discussion will follow
• The above is repeated for the next process
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April 21, 2023 © Company Name All rights reserved 55
Overall Assessment
00.5
11.5
22.5
33.5
44.5
5Problem Management
Change Management
Configuration Management
Service Desk
Availability Management
Capacity Management
Service Level Management
Security Management
Sample Workshop OutputSample Workshop Output
Individual Process Assessment Identifies which aspect of a specific
process requires attention A graphic representation of the health
of the individual process Establishes a baseline
Configuration Management
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
People
ProcessTechnology
Potential Conforms Average Score
Overall Process Assessment A graphic representation of the
health of all assessed processes Identifies which processes require
attention
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April 21, 2023 © Company Name All rights reserved 66
Workshop GuidelinesWorkshop Guidelines
• If you are not completely sure about an answer, pretend that your answer is prefaced by:– “It is my understanding that…”
– “As far as I know…”
– “To the best of my knowledge…”
• Some questions have a supporting question that we will need to stop and answer as well
• We’ll also capture any relevant comments as we go
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April 21, 2023 © Company Name All rights reserved 7
Sample QuestionSample Question
4. Are roles and responsibilities clearly defined for each activity of the process?1 - Have not been defined
2 - Have been defined but not documented and/or not communicated
3 - Have been defined, documented, and communicated
4 - Consistently reviewed and adapted to meet changing requirements
5 - Benchmarked against other organizations
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April 21, 2023 © Company Name All rights reserved 8
What is ITIL Best Practice?Some Process Basics
Process Definitions
What is ITIL Best Practice?Some Process Basics
Process Definitions
Project TitleAssessment Workshop
April 21, 2023 © Company Name All rights reserved 9
What Is ITIL?What Is ITIL?
• A set of books – Information Technology Infrastructure Library
• A framework of best practices – To align IT services with business requirements
• First Published in 1989, undergoing it’s 3rd revision right now, underlying processes are still there
• Originally, intended to be used by the British government to improve Service Management
• The “What”, not the “How”, although Version 3 is getting more of the “planning” included
• Public domain, though materials are copyright of the Crown
• Large following in Europe, taking off in a big way in North America
Project TitleAssessment Workshop
April 21, 2023 © Company Name All rights reserved 10
ITIL V3 Core PublicationsITIL V3 Core Publications
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April 21, 2023 © Company Name All rights reserved 11
ITIL V3 Core PublicationsITIL V3 Core Publications
• Service Strategy– Establishes overall strategy for ITSM and IT Services
• Service Design– Identifies the requirements and then defines the solution that is able to
meet those requirements
• Service Transition– Provide guidance for the development and improvement of capabilities
for transitioning new and changed services into operations
• Service Operation– Provide guidance on achieving effectiveness and efficiency in the
delivery and support of services
• Continual Service Improvement– Responsible for managing improvements to ITSM processes and IT
Services
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April 21, 2023 © Company Name All rights reserved 1212
InputsThe objects or data
required to produce the desired outputs
ActivitiesThe specific steps required to convert inputs to outputs
OutputsThe desired products or data. May be input to
other processes
MeasurementsThe activities and metrics to ensure the process meets requirements
Process ModelProcess Model
ControlsThe policies and guiding principles defining how the process will operate
Governance
Continuous Improvement
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April 21, 2023 © Company Name All rights reserved 1313
Process vs. ProcedureProcess vs. Procedure
• A process focuses on the what and the who
– Technology independent– Cross-departmental– Business focus
• A procedure focuses on the how
− Technology specific− Departmental− Task focus− Provides “work
instructions”
Process Procedure
Project TitleAssessment Workshop
April 21, 2023 © Company Name All rights reserved 1414
Other Functional
Groups QATechnical
SupportService
Desk
Process vs. Functional GroupsProcess vs. Functional Groups
Functional Groups
Processes
...
Incident Management
Change Management
Capacity Management
Time tracking Process
….
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April 21, 2023 © Company Name All rights reserved 15
ITIL V3 ProcessesITIL V3 Processes
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April 21, 2023 © Company Name All rights reserved 16
Processes Under ConsiderationProcesses Under Consideration
• Incident Management
• Problem Management
• Change Management
• Etc.
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April 21, 2023 © Company Name All rights reserved 17
Change ManagementChange Management
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April 21, 2023 © Company Name All rights reserved 18
Change Management ProcessChange Management Process
• Goal
The goal of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization.
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April 21, 2023 © Company Name All rights reserved 19
Logging & FilteringLogging & Filtering
Prioritization & CategorizationPrioritization & Categorization
AssessmentAssessment
Approval & SchedulingApproval & Scheduling
Building, Testing & ImplementingBuilding, Testing & Implementing
Post-Implementation ReviewPost-Implementation Review
Management ReportingManagement Reporting
Process ActivitiesProcess Activities
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April 21, 2023 © Company Name All rights reserved 20
• Goal: Ensure standardized methods & procedures are used– Minimize the risk of changes to the business!!!
• Request for Change (RFC): Form or screen used to request a change to any CI– May originate from numerous processes
• Change Advisory Board (CAB):– Provide expert advice
• Relies on Configuration Management for accurate risk assessments
• Coordinates the rollout of new Releases
Process KeynotesProcess Keynotes
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April 21, 2023 © Company Name All rights reserved 21
Comments:
Change ManagementChange Management
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April 21, 2023 © Company Name All rights reserved 22
Comments:
Change ManagementChange Management
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April 21, 2023 © Company Name All rights reserved 23
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April 21, 2023 © Company Name All rights reserved 25
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April 21, 2023 © Company Name All rights reserved 26
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Other Comments about the ProcessOther Comments about the Process
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Other ProcessesOther Processes
Project TitleAssessment Workshop
April 21, 2023 © Company Name All rights reserved 42
Q & AQ & A
Thank You