service desk service support assessment

44
Introduction This document is one of a number of self-assessments of important proce organisation has adopted the better practice guidance available from OGC (the Office of Government C The self-assessment scheme is composed of a simple questionnaire which order to improve the overall process capability. The assessment is based on a generic framew elements which need to be in place for process management and for it to satisfy the overall intent To establish where a particular organisation stands in relation to the should be answered. The questions are weighted, i.e. those which are deemed as having a slightl at each level of capability. These questions are denoted by a ‘M’ symbol. Rationale of the self-assessment scoring system Figure 1 illustrates the rationale of the scoring system used in this q Prerequisites, ascertains whether the minimum level of prerequisite items are available to support the proces there are organisational policy statements, business objectives (or similar evidence of intent) providi prerequisite items. At the lowest levels of the framework model (see Figure 1), the questio activities. At higher levels more specific ITIL terms are used, based on the assumption that Organisation ITIL vocabulary. Level 2: Process Capability, examines the activities being carried ou of activities are being performed. Level 2.5: Internal Integration seeks to ascertain whether t process intent. Level 3: Products, examines the actual output of the process to enquir 3.5: Quality Control, is concerned with the review and verification of the process output to ens Level 4: Management Information, is concerned with the governance of th information produced from the process in order to support necessary management decisions. Level 4.5: interfaces and relationships between the discrete process and other processes have been established within t full ITIL terminology may be expected. Level 5: Customer Interface, is primarily concerned with the on-going e 1.5 Management intent 2 Process Capability Management 1 Prerequisite 4 Ma

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Page 1: Service Desk Service Support Assessment

Introduction

This document is one of a number of self-assessments of important processes, enabling you to establish the extent to which your organisation has adopted the 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 be addressed next in order to improve theoverall process capability. The assessment is based on a generic framework which recognises that there are a number of structural elements which need to be in 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 questions should be answered. The questions are weighted, i.e. those which are deemed as having a slightly higher significance are considered mandatory for a 'Yes' answer at each level of capability. These questions are denoted by a ‘M’ symbol.

Rationale of the self-assessment scoring system

Figure 1 illustrates the rationale of the scoring system used in this questionnaire. The initial level of the framework, Level 1: Prerequisites, ascertains whether the minimum level of prerequisite items are available to support the process activities. Level 1.5: Management Intent, establishes whether there are organisational policy statements, business objectives (or similar evidence of intent) providing both purpose and guidance in the transformation or use of the prerequisite items.

At the lowest levels of the framework model (see Figure 1), the questionnaire is written in generic terms regarding products and activities. At higher levels more specific ITIL terms are used, based on the assumption that Organisations’ achieving higher level scores are more likely to use the ITIL vocabulary.

Level 2: Process Capability, examines the activities being carried out. The questions are aimed at identifying whether a minimum set of activities are being performed. Level 2.5: Internal Integration seeks to ascertain whether the activities are integrated sufficiently in order to fulfill the process intent.

Level 3: Products, examines the actual output of the process to enquire whether all the relevant products are being produced. Level 3.5: Quality Control, is 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 and timely information produced from the process in order to support necessary management decisions. Level 4.5: External Integration, examines whether all the external interfaces and relationships between the discrete process and other processes have been established within the organisation. At this level, for IT service management, use of full ITIL terminology may be expected. Level 5: Customer Interface, is primarily concerned with the on-going external review and validation of the process to ensure that it remains optimised towards meetingthe 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 to give the self-assessing organisation an idea how well it is performing compared to ITIL best practice. The questionnaire also aims to create awareness of management and control issues that may be addressed to improve the overall process capability.

Figure 1: The rationale of the self-assessment scoring system.

1.5 Management intent

2 Process Capability

3.5 Quality Control

Management

1 Prerequisites

4 Managament information

Page 2: Service Desk Service Support Assessment

Introduction

This document is one of a number of self-assessments of important processes, enabling you to establish the extent to which your organisation has adopted the 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 be addressed next in order to improve theoverall process capability. The assessment is based on a generic framework which recognises that there are a number of structural elements which need to be in 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 questions should be answered. The questions are weighted, i.e. those which are deemed as having a slightly higher significance are considered mandatory for a 'Yes' answer at each level of capability. These questions are denoted by a ‘M’ symbol.

Rationale of the self-assessment scoring system

Figure 1 illustrates the rationale of the scoring system used in this questionnaire. The initial level of the framework, Level 1: Prerequisites, ascertains whether the minimum level of prerequisite items are available to support the process activities. Level 1.5: Management Intent, establishes whether there are organisational policy statements, business objectives (or similar evidence of intent) providing both purpose and guidance in the transformation or use of the prerequisite items.

At the lowest levels of the framework model (see Figure 1), the questionnaire is written in generic terms regarding products and activities. At higher levels more specific ITIL terms are used, based on the assumption that Organisations’ achieving higher level scores are more likely to use the ITIL vocabulary.

Level 2: Process Capability, examines the activities being carried out. The questions are aimed at identifying whether a minimum set of activities are being performed. Level 2.5: Internal Integration seeks to ascertain whether the activities are integrated sufficiently in order to fulfill the process intent.

Level 3: Products, examines the actual output of the process to enquire whether all the relevant products are being produced. Level 3.5: Quality Control, is 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 and timely information produced from the process in order to support necessary management decisions. Level 4.5: External Integration, examines whether all the external interfaces and relationships between the discrete process and other processes have been established within the organisation. At this level, for IT service management, use of full ITIL terminology may be expected. Level 5: Customer Interface, is primarily concerned with the on-going external review and validation of the process to ensure that it remains optimised towards meetingthe 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 to give the self-assessing organisation an idea how well it is performing compared to ITIL best practice. The questionnaire also aims to create awareness of management and control issues that may be addressed to improve the overall process capability.

Figure 1: The rationale of the self-assessment scoring system.

Instructions:

Enter your contact details (in worksheet named 'Contact Details') so we can send you a comparison of your results against all other respondents 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 particular assessment and do not wish to 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 introduction because you may want to print the worksheet 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 a section. If you do not reach the minimum requirement you can still complete the rest of the assessment to see if how well you fair in all section. With this in mind the assessment requires honesty in its completion. 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 (WFD), Rosebery Court, ST. Andrews Business Park, Norwich NR70HS.

Stephen Kent

2.5 Internal Integration

4.5 External Integration

1 Prerequisites

Other Processes

Page 3: Service Desk Service Support Assessment

Introduction

This document is one of a number of self-assessments of important processes, enabling you to establish the extent to which your organisation has adopted the 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 be addressed next in order to improve theoverall process capability. The assessment is based on a generic framework which recognises that there are a number of structural elements which need to be in 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 questions should be answered. The questions are weighted, i.e. those which are deemed as having a slightly higher significance are considered mandatory for a 'Yes' answer at each level of capability. These questions are denoted by a ‘M’ symbol.

Rationale of the self-assessment scoring system

Figure 1 illustrates the rationale of the scoring system used in this questionnaire. The initial level of the framework, Level 1: Prerequisites, ascertains whether the minimum level of prerequisite items are available to support the process activities. Level 1.5: Management Intent, establishes whether there are organisational policy statements, business objectives (or similar evidence of intent) providing both purpose and guidance in the transformation or use of the prerequisite items.

At the lowest levels of the framework model (see Figure 1), the questionnaire is written in generic terms regarding products and activities. At higher levels more specific ITIL terms are used, based on the assumption that Organisations’ achieving higher level scores are more likely to use the ITIL vocabulary.

Level 2: Process Capability, examines the activities being carried out. The questions are aimed at identifying whether a minimum set of activities are being performed. Level 2.5: Internal Integration seeks to ascertain whether the activities are integrated sufficiently in order to fulfill the process intent.

Level 3: Products, examines the actual output of the process to enquire whether all the relevant products are being produced. Level 3.5: Quality Control, is 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 and timely information produced from the process in order to support necessary management decisions. Level 4.5: External Integration, examines whether all the external interfaces and relationships between the discrete process and other processes have been established within the organisation. At this level, for IT service management, use of full ITIL terminology may be expected. Level 5: Customer Interface, is primarily concerned with the on-going external review and validation of the process to ensure that it remains optimised towards meetingthe 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 to give the self-assessing organisation an idea how well it is performing compared to ITIL best practice. The questionnaire also aims to create awareness of management and control issues that may be addressed to improve the overall process capability.

Figure 1: The rationale of the self-assessment scoring system.

3 Products

3.5 Quality Control

4 Managament information

Page 4: Service Desk Service Support Assessment

Introduction

This document is one of a number of self-assessments of important processes, enabling you to establish the extent to which your organisation has adopted the 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 be addressed next in order to improve theoverall process capability. The assessment is based on a generic framework which recognises that there are a number of structural elements which need to be in 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 questions should be answered. The questions are weighted, i.e. those which are deemed as having a slightly higher significance are considered mandatory for a 'Yes' answer at each level of capability. These questions are denoted by a ‘M’ symbol.

Rationale of the self-assessment scoring system

Figure 1 illustrates the rationale of the scoring system used in this questionnaire. The initial level of the framework, Level 1: Prerequisites, ascertains whether the minimum level of prerequisite items are available to support the process activities. Level 1.5: Management Intent, establishes whether there are organisational policy statements, business objectives (or similar evidence of intent) providing both purpose and guidance in the transformation or use of the prerequisite items.

At the lowest levels of the framework model (see Figure 1), the questionnaire is written in generic terms regarding products and activities. At higher levels more specific ITIL terms are used, based on the assumption that Organisations’ achieving higher level scores are more likely to use the ITIL vocabulary.

Level 2: Process Capability, examines the activities being carried out. The questions are aimed at identifying whether a minimum set of activities are being performed. Level 2.5: Internal Integration seeks to ascertain whether the activities are integrated sufficiently in order to fulfill the process intent.

Level 3: Products, examines the actual output of the process to enquire whether all the relevant products are being produced. Level 3.5: Quality Control, is 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 and timely information produced from the process in order to support necessary management decisions. Level 4.5: External Integration, examines whether all the external interfaces and relationships between the discrete process and other processes have been established within the organisation. At this level, for IT service management, use of full ITIL terminology may be expected. Level 5: Customer Interface, is primarily concerned with the on-going external review and validation of the process to ensure that it remains optimised towards meetingthe 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 to give the self-assessing organisation an idea how well it is performing compared to ITIL best practice. The questionnaire also aims to create awareness of management and control issues that may be addressed to improve the overall process capability.

Figure 1: The rationale of the self-assessment scoring system.

Instructions:

Enter your contact details (in worksheet named 'Contact Details') so we can send you a comparison of your results against all other respondents 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 particular assessment and do not wish to 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 introduction because you may want to print the worksheet 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 a section. If you do not reach the minimum requirement you can still complete the rest of the assessment to see if how well you fair in all section. With this in mind the assessment requires honesty in its completion. 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 (WFD), Rosebery Court, ST. Andrews Business Park, Norwich NR70HS.

4.5 External Integration

3 Products

5 Customer Interface

Customer

Page 5: Service Desk Service Support Assessment

Your Contact Details

Name:

Organisation:

Address 1:

Address 2:Address 3:Address 4:Postcode:

E-mail:

Type of Organisation:If Other please specify:

Page 6: Service Desk Service Support Assessment
Page 7: Service Desk Service Support Assessment

Configuration Management

The scope of configuration management is assumed to be such that all Configuration Items (CIs) used in the provision of live service (production) are, as a minimum set, subject to the discipline of configuration management.

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.

All components of the IT infrastructure should be registered in the Configuration Management Database (CMDB). The responsibilities of configuration management with regard to the CMDB are:

- identification - control - status accounting - verification.

The scope of configuration management is assumed to include:

- physical client and server hardware products and versions - operating system software products and versions - application development software products and versions - technical architecture product sets and versions as they are defined and introduced - live documentation - networking products and versions - live application products and versions - definitions of packages of software releases - definitions of hardware base configurations - configuration item standards and definitions.

Page 8: Service Desk Service Support Assessment

ITIL Service Support Self Assessment: Configuration Management(Y)es or (N)o

Level 1: Pre-requisites

M 0

M 0

0

0

FAIL 0

Level 1.5: Management Intent

M 0

0

0

FAIL 0

Level 2: Process Capability

M 0

M 0

0

0

0

0

0

FAIL 0

Level 2.5: Internal Integration

M 0

0

0

FAIL 0

Level 3: Products

M 0

0

0

FAIL 0

1. Are at least some configuration management activities established within the organisation, e.g. registering Configuration Items (CIs)?

2. Have you identified some of the CI attributes, e.g. location, current status, service component relationships?

3. Are configuration management activities assigned to specific individuals or functional areas?

4. Is there an up-to-date inventory of current IT assets?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

5. Has the purpose and benefits of configuration management been disseminated within the organisation?

6. Has the scope of configuration management activity been established within the organisation?

7. Does the organisation have procedures covering the registration of CI's?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

8. Have responsibilities for various configuration management activities been assigned?

9. Is there a mechanism for retrieving, updating and analysing CI information?

10. Is configuration data routinely used in performing impact assessments?

11. Are CI's recognised in terms of service component relationships?

12. Is configuration data used routinely when building or installing new CI's?

13. Are the configuration management activities reviewed on a regular basis?

14. Are configuration audits performed on a regular basis?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other answer 'Y'

15. Have measure been taken to avoid duplication and anomalies with CI records?

16. Is configuration data used routinely for capacity planning purposes, e.g. to ascertain the actual growth of CI's within the organisation?

17. Do service support and service delivery personnel regularly retrieve configuration data to facilitate their activities, e.g. Service Desk Personnel?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

18. Are standard reports concerning CI information produced regularly?

19. Are the deliverables from configuration management activities and there usefulness in underpinning other service support and delivery disciplines clear to the rest of the service organisation?

20. Are build and installation schedules produced on the basis of the good CI records?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

Page 9: Service Desk Service Support Assessment

Level 3.5: Quality Control

M 0

M 0

0

0

FAIL 0

Level 4: Management Information

M 0

M 0

0

0

0

FAIL 0

Level 4.5: External Integration

M 0

M 0

M 0

0

0

0

0

0

FAIL 0

Level 5: Customer Interface

M 0

M 0

M 0

M 0

M 0

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions FAIL 0

21. Are the standards and other quality criteria applicable for the registration of CIs made explicit and applied?

22. Are the personnel responsible for configuration management activities suitably trained?

23. Does the organisation set and review either targets or objectives for Configuration Management?

24. Does the organisation use any tools to support the configuration management process?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

25. Do you provide management with information concerning configuration items affected by major changes?

26. Do you provide management with information concerning information on the achievement of targets and objectives set for Configuration Management?

27. Do you provide management with information concerning database and record growth usage?

28. Do you provide management with information concerning exceptional problems regarding specific CIs / types of CI?

29. Do you provide management with information concerning non-conformance to standards?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

30. Do you hold regular meetings with interested parties in which Configuration Management matters are discussed?

31. Do you receive notification from, or provide information to change management relating to every CI to be changed or introduced?

32. Is information exchanged with Release Management in order to keep the Definitive Software Library (DSL) consistent with the CMDB?

33. Is configuration information made available to the Service Desk regarding new CIs?

34. Does Configuration Management exchange information with Problem Management concerning details of CIs relating to problems, suppliers, customers and changes?

35. Does Configuration Management exchange information with Cost Management regarding new cost and charging codes and other attributes?

36. Is configuration information made available to Business Continuity Planning regarding CIs and backup details and other security and contingency matters?

37. Is configuration information made available to Capacity Management concerning growth estimates based on the CMDB?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other answer 'Y'

38. Do you check with the customer that the activities performed by Configuration Management adequately support their business needs?

39. Do you check with the customer that they are happy with the services provided?

40. Are you actively monitoring trends in customer satisfaction?

41. Are you feeding customer survey information into the service improvement agenda?

42. Are you monitoring the customers value perception of the services provided to them?

Page 10: Service Desk Service Support Assessment

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

Configuration Management Results

Your Score

Page 11: Service Desk Service Support Assessment

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.

User / Service Delivery Interface:

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.)

Handling Business Support Requests:

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.

Production of Related Management Information:

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.

Page 12: Service Desk Service Support Assessment

ITIL Service Support Self Assessment: Service Desk(Y)es or (N)o

Level 1 - Pre-requisites

M

FAIL

Level 1.5 - Management Intent

M

FAIL

Level 2 - Process Capability

M

M

MM

FAIL

Level 2.5 - Internal Integration

M

FAIL

Level 3 - Products

M

FAIL

Level 3.5 - Quality Control

M

1. Are at least some Service Desk activities, e.g. incident logging established within the organisation?

2. Does the Service Desk have a mechanism for identifying calls and registering incidents and enquiries?

3. Does the Service Desk provide some form of first-line support to callers?Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

4. Do Service Desk operators have applicable scripts for dealing with calls?

5. Does the Service Desk have applicable procedures for incident registration?

6. Has the purpose and benefits of the Service Desk been disseminated within the organisation?

7. Have targets been set for the resolution of incidents or call handling?

8. Have user representatives (e.g. Super-Users) been identified within the organisation to facilitate first-line support and resolution?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other answer 'Y'

9. Have the functions of the Service Desk been agreed?

10. Do Service Desk operators have a strategy for obtaining the required information from users during incident handling?

11. Is there a procedure for monitoring the progress of incidents?

12. Is there a procedure for the closure of incidents?

13. Does the Service Desk ascertain the status of planned fixes?

14. Does the Service Desk inform appropriate users on status changes regarding outstanding incidents / problems?

15. Does the Service Desk provide information on the resolution of incidents?

16. Are information bulletins issued to the user community?

17. Is the Service Desk notified of new support requirements?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

18. Is the Service Desk responsible for the completeness of all incident records?

19. Does the Service Desk provide the single point of contact for all incoming incidents / calls?

20. Are actual incident records used for subsequent progress monitoring and control of incidents?

21. Is the Service Desk responsible for verification of the solution with the user and closure of the incident?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

22. Are standard reports concerning incidents produced regularly?

23. Are the services supplied by the Service Desk clearly defined for customers and other parties?

24. Do management review requests for new support requirements?Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

25. Are the standards and other quality criteria applicable for the registration of incidents and for call handling made clear to Service Desk operators?

Page 13: Service Desk Service Support Assessment

M

FAIL

Level 4 - Management Information

M

M

FAIL

Level 4.5 - External Integration

M

M

FAIL

Level 5 - Customer Interface

M

M

M

M

M

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions FAIL

26. Are the personnel responsible for Service Desk activities suitably trained?

27. Does the organisation set and review either targets or objectives for the Service Desk?

28. Are there suitable tools in use to support the Service Desk function?Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

29. Do you provide management with information concerning incident records?

30. Do you provide management with information concerning operational performance of the Service Desk?

31. Do you provide management with information concerning user training needs?

32. Do you provide management with information concerning details of configuration anomalies?

33. Do you provide management with information concerning trend analysis in incident occurrence and resolution?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

34. Do you hold regular meetings with interested parties in which Service Desk matters are discussed?

35. Does the Service Desk exchange information with Problem Management concerning related problems and / or known errors?

36. Does the Service Desk exchange information with Configuration Management regarding ease of use of configuration records, configuration anomalies and the 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?

38. Does the Service Desk exchange information with Service Level Management concerning breaches in service level agreements and the service and support commitments they contain?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

39. Do you check with the customer if the activities performed by the Service Desk adequately support their business needs?

40. Do you check with the customer that they are happy with the services provided?

41. Are you actively monitoring trends in customer satisfaction?

42. Are you feeding customer survey information into the service improvement agenda?

43. Are you monitoring the customer's value perception of the services provided to them?

Page 14: Service Desk Service Support Assessment

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

Service Desk Results

Your Score

Page 15: Service Desk Service Support Assessment

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.

User / Service Delivery Interface:

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.)

Handling Business Support Requests:

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.

Production of Related Management Information:

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.

Page 16: Service Desk Service Support Assessment

ITIL Service Support Self Assessment: Service Desk

0

0

0

0

0

0

0

0

0

0

0

0

000

0

0

00

0

0

0

0

0

0

0

0

0

0

0

Page 17: Service Desk Service Support Assessment

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

Page 18: Service Desk Service Support Assessment

0

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Service Desk Results

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Page 19: Service Desk Service Support Assessment

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.

The scope of software control & distribution is assumed to be:

Control of Definitive Software Library: This covers the establishment and operation of a secure logical software library (in one or more physical locations) which holds all accepted software configuration items in a definitive quality controlled form.

Release into Test / Live Environment: This covers the build of software releases from source items in the definitive software library, selected by reference to the configuration management database.

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:

- operating system software products and versions

- application development software products and versions (developed in-house or bought in)

- technical architecture product sets and versions as they are defined and introduced

- networking products and versions

- live application products and versions.

Page 20: Service Desk Service Support Assessment

ITIL Service Support Self Assessment: Release Management(Y)es or (N)o

Level 1: Pre-requisites

M 0

0

0

0

FAIL 0

Level 1.5: Management Intent

M 0

0

0

FAIL 0

Level 2: Process Capability

M 0

M 0

M 0

0

0

0

0

FAIL 0

Level 2.5: Internal Integration

M 0

M 0

0

0

FAIL 0

Level 3: Products

M 0

0

0

0

FAIL 0

Level 3.5: Products

1. Are at least some release management activities established within the organisation, e.g. build control and the movement of software configuration items?

2. Are release management activities assigned to specific individuals or functional areas?

3. Is there an up-to-date inventory of software Configuration Items (CIs)?

4. Is the physical media associated with software CIs monitored and controlled?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

5. Has the purpose and benefits of release management been disseminated within the organisation?

6. Has the scope of release management activity been established within the organisation?

7. Does the organisation have procedures covering the registration of software CIs irrespective of the source (e.g. COTS or in-house development)?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

8. Have responsibilities for various release management activities been assigned?

9. Are there operational procedures for acceptance of new software irrespective of its source?

10. Are there operational procedures for software distribution?

11. Are explicit guidlines available on how to manage, build and test software releases?

12. Are there formal procedures for activating software within the organisation?

13. Do you have procedures for monitoring the usage of distributed products?

14. Do you have procedures for maintaining appropriate licenses?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

15. Have measures been taken to identify duplicate CI records or anomilies with CI data?

16. Are CI records kept in alignment with physical CI movements?

17. Is license information recorded against software CI records and is this checked during the software distribution process (if appropriate)?

18. Are software CI records regularly utilised to provide information on software control and distribution?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

19. Are standard reports concerning CI distribution produced regularly?

20. Are the services supplied by release management clear to other functions?

21. Are notifications of software installations issued to all parties involved?

22. Is information on license status issued to interested parties?Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

Page 21: Service Desk Service Support Assessment

M 0

M 0

0

0

FAIL 0

Level 4: Management Information

M 0

M 0

M 0

0

0

0

FAIL 0

Level 4.5: External Integration

M 0

M 0

M 0

0

0

0

0

0

FAIL 0

Level 5: Customer Interface

M 0

M 0

M 0

M 0

M 0

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions FAIL 0

23. Are the standards and other quality criteria for release management and in particular software control & distribution (SC&D) made explicit and applied?

24. Are the personnel responsible for release management activities suitably trained?

25. Does the organisation set and review either targets or objectives for release management?

26. Are there suitable tools in use to support the SC&D process?Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

27. Does Release Management collate information concerning the release of new / changed software within the business?

28. Does Release Management collate information concerning software licenses?

29. Does Release Management collate information concerning failed distributions?

30. Does Release Management collate information concerning statistics on backup / archiving, including sizing?

31. Does Release Management collate information concerning specific details on any license breaches?

32. Does Release Management collate information concerning identification and removal of redundant CIs?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

33. Do you hold regular meetings with interested parties in which Release Management matters are discussed?

34. Does Release Management exchange information with Configuration Management relating actual software components and inter-relationships, identifying any changes / additions?

35. Does Release Management exchange information with Change Management concerning change records for any new / changed CIs?

36. Does SC&D exchange information with Capacity Management for verification and possible amendment of space requirements on software library datasets / files?

37. Does Release Management exchange information with Problem Management for any known errors recorded against CIs?

38. Does Release Management exchange information with Availability Management to discuss any required outage to facilitate CI distribution?

39. Does Release Management exchange information with the Service Desk regarding potential inclusion of advice via user bulletins etc?

40. Does Release Management exchange information with Cost Management for any associated costing / charging implications, e.g. from revised license distribution?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

41. Do you check with the customer if the activities performed by Release Management adequately support the business needs?

42. Do you check with the customer that they are happy with the services provided?

43. Are you actively monitoring trends in customer satisfaction?

44. Are you feeding customer survey information into the service improvement agenda?

45. Are you monitoring the customers value perception of the services provided to them?

Page 22: Service Desk Service Support Assessment

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Release Management Results

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Page 23: Service Desk Service Support Assessment

Problem Management

The scope of problem management is assumed to be:

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.

Proactive Problem Prevention: The monitoring and analysis of the problem environment and the provision of information for proactive measures to improve service quality. This includes the identification of 'fragile' components (by analysis of incidents, problems and known errors), highlighting the potential for and prevention of errors in one system recurring in other systems, identification of any other trends (e.g. a gradual increase in problematic changes from one area of the organisation).

Production of Related Management Information: Overall management information related to problem management, integrated with incident control management information produced by the Service Desk.

Page 24: Service Desk Service Support Assessment

ITIL Service Support Self Assessment: Problem Management(Y)es or (N)o

Level 1: Pre-requisites

M 0

0

0

0

FAIL 0

Level 1.5: Management Intent

M 0

0

0

0

FAIL 0

Level 2: Process Capability

M 0

M 0

M 0

0

0

0

0

0

FAIL 0

Level 2.5: Internal Integration

M 0

M 0

0

0

0

FAIL 0

Level 3: Products

1. Are at least some problem management activities established in the organisation, e.g. problem determination, problem analysis, problem resolution?

2. Are problem management activities assigned to specific individuals or functional areas?

3. Is there a procedure by which significant incidents are escalated from the first-line support area(s)?

4. Are potential problems formerly assessed and identified?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

5. Has the purpose and benefits of problem management been disseminated within the organisation?

6. Does the organisation have procedures for the registration of problems and their resolution?

7. Is the organisation committed to reducing the total number of problems and the lead-time for their resolution?

8. Is there management intent to be proactive towards problem prevention?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

9. Have responsibilities for various problem management activities been assigned?

10. Is there a procedure for controlling significant incidents?

11. Is there a procedure by which potential problems are assigned for investigation?

12. Do problem owners have adequate guidlines for identifying the nature of a problem?

13. Are complex problem investigations across for example, several technical areas adequately co-ordinated?

14. Is there a procedure for problem closure?

15. Do you have a mechanism for tracking problem resolution?

16. Do you monitor the effectiveness of problem support areas?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

17. Is the nature of the problem always documented as part of the problem record?

18. Is Problem Management responsible for the completeness of all problem records?

19. Are proposed solutions to a problem reviewed and authorised by a third party?

20. Are problem records updated to reflect the progress in resolving the problem?

21. Is the Problem Manager responsible for reviewing the problem records?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

Page 25: Service Desk Service Support Assessment

M 0

0

0

0

FAIL 0

Level 3.5: Quality Control

M 0

M 0

0

0

FAIL 0

Level 4: Management Information

M 0

0

0

FAIL 0

Level 4.5: External Integration

M 0

M 0

M 0

M 0

0

0

0

0

22. Are standard reports concerning problems produced regularly?

23. Are the services provided by Problem Management clear to other support and delivery functions?

24. Are requests for change raised on the basis of problem analysis?

25. Do problem management reports comment on the results of pro-active problem management?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

26. Are the standards and other quality criteria made explicit and applied to problem management activities?

27. Are the personnel responsible for problem mangement activities suitably trained?

28. Does the organisation set and review either targets or objectives for Problem Management?

29. Does the organisation use suitable tools to support the problem management process?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

30. Does Problem Management provide management with information concerning analysis of problem records?

31. Does Problem Management provide management with information concerning operational performance of Problem Management and related support areas?

32. Does Problem Management provide management with information concerning trends in problem distribution and potential 'hot' spots?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

33. Do you hold regular meetings with interested parties in which Problem Management (PM) matters are discussed?

34. Does PM exchange information with Configuration Management regarding the quality of configuration records, highlighting any issues, and the potential flagging of items as 'failed' (or equivalent)?

35. Does PM exchange information with Change Management regarding the details of any changes to resolve problems or on emergency actions taken?

36. Does PM exchange information with the Service Desk concerning related incidents, or follow-up on initial handling and possible feedback to users (e.g. via urgent bulletins for major incidents)?

37. Does PM exchange information with Service Level Management regarding priority handling of problems and potential impact on service level agreement performance?

38. Does PM exchange information with Business Continuity Management regarding possible contingency actions in the event of a major outage?

39. Does PM exchange information with Availability Management for potential further assistance in identifying support area (if not covered by configuration items) and for extent / duration of outage?

40. Does PM exchange information with Release Management (if applicable) regarding current CIs and for possible association of problems with specific CIs?

Page 26: Service Desk Service Support Assessment

0

FAIL 0

Level 5: Customer Interface

M 0

M 0

M 0

M 0

M 0

FAIL 0

41. Does PM exchange information with Capacity Management for potential implications of planning options, and the likely effect on problem trends?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other answer 'Y'

42. Do you check with the customer that the activities performed by Problem Management adequately support their business needs?

43. Do you check with the customer that they are happy with the services provided?

44. Are you actively monitoring trends in customer satisfaction?

45. Are you feeding customer survey information into the service improvement agenda?

46. Are you monitoring the customer's value perception of the services provided to them?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions

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Page 27: Service Desk Service Support Assessment

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.

Better change management practices include: - facilitating the introduction of all types of change via simple, clear and effective procedures and tools across the various environments

- progressing changes on the basis of sound business and technological cases assessing all changes for impact on the business and IT assets

- providing a framework within which those initiating changes may retain accountability for the actual work content

- supporting project management and co-ordination

- ensuring the feasibility of all proposed changes

- preventing the introduction of changes which represent an unacceptable risk to the reliable delivery of services

- preventing the introduction of unauthorized changes.

Change management assumption:

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.

Page 28: Service Desk Service Support Assessment

ITIL Service Support Self Assessment: Change Management(Y)es or (N)o

Level 1: Pre-requisites

M 0

0

0

FAIL 0

Level 1.5: Management Intent

M 0

0

0

FAIL 0

Level 2: Process Capability

M 0

M 0M 0

0

0

0

00

FAIL 0

Level 2.5: Internal Integration

M 0

M 0

00

0

FAIL 0

Level 3: Products

M 0M 0

00

FAIL 0

Level 3.5: Quality Control

M 0

M 0

1. Are at least some change management (CM) activities established in the organisation, e.g. logging of change requests, change assessments, change planning?

2. Is change management activities assigned to specific individuals or functional areas?

3. Is there a procedure for raising and issuing requests for change?Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

4. Has the purpose and benefits of change management been disseminated within the organisation?

5. Has the scope of change management activity been established within the organisation?

6. Does the organisation have standards or other quality criteria for the raising and registering of changes?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

7. Have responsibilities for various change management activities been assigned?

8. Are the procedures for initiating change always adhered to?

9. Is there a procedure for approving, verifying and scheduling changes?

10. Are the business and technical impacts of changes always assessed?

11. Is change progress monitored adequately by Change Management?

12. Is the successful implementation of a change confirmed by Change Management?

13. Is there a procedure for the review of all changes?

14. Are adequate change management reports produced?Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other answer 'Y'

15. Are all changes initiated through the agreed change management channels?

16. Are changes planned and prioritised, centrally or by common agreement?

17. Are change records maintained to reflect the progress of changes?

18. Are the reasons for change failure explicitly recorded and evaluated?

19. Are successful changes reviewed against the original business needs?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

20. Are formal change records maintained?

21. Is a change schedule of approved changes routinely issued?

22. Are standard reports on changes produced on a regular basis?

23. Are there established standards for documenting changes?Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

24. Are there standards and other quality criteria for the documentation of change made explicit and applied?

25. Are the personnel responsible for change management activities suitably trained?

Page 29: Service Desk Service Support Assessment

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FAIL 0

Level 4: Management Information

M 0

M 0

0

0

0

0

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FAIL 0

Level 4.5: External Integration

M 0

M 0

M 0

M 0

M 0

M 0

0

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0

0

0

0

0

0

0

0

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FAIL 0

Level 5: Customer Interface

26. Does the organisation set and review either targets or objectives for Change Management?

27. Does the organisation use any tools to support the change management process?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer 'Y'

28. Does Change Management provide pertinent information concerning requests for change received?

29. Does Change Management provide pertinent information concerning the change schedule?

30. Does Change Management provide pertinent information concerning number of changes?

31. Does Change Management provide pertinent information concerning number of successful and failed changes?

32. Does Change Management provide pertinent information concerning lead times by category?

33. Does Change Management provide pertinent information concerning change slippage?

34. Does Change Management provide pertinent information concerning number of problem record initiated changes?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other answer 'Y'

35. Do you hold regular meetings with interested parties in which Change Management matters are discussed?

36. Does CM exchange information with Configuration Management regarding change progress and change closure?

37. Does CM exchange information with Configuration Management regarding change impact assessment on configuration items?

38. Does CM exchange information with Problem Management regarding changes required to resolve problems / known errors?

39. Does CM exchange information with Problem Management regarding progress reporting and for receiving problem escalation reports?

40. Does CM exchange information with Problem Management regarding obtaining problem information relating to change?

41. Does CM exchange information with the Service Desk for notification of change progress?

42. Does CM exchange information with the Service Desk for notification of change schedule?

43. Does CM exchange information with the Service Desk for assessing impact of change on Service Desk support levels?

44. Does CM exchange information with the Service Desk for obtaining information concerning incidents and calls relating to change?

45. Does CM exchange information with Release Management concerning change implementation?

46. Does CM exchange information with Release Management concerning the notification and scheduling of software releases?

47. Does CM exchange information with Service Level Management regarding the change schedule?

48. Does CM exchange information with Service Level Management regarding potential change impact on service level agreements?

49. Does CM exchange information with Business Continuity Management for notification of change schedule?

50. Does CM exchange information with Business Continuity Management for assessing impact of change on contigency plans?

51. Does CM exchange information with Capacity Management regarding performance and capacity issues relating to change?

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other answer 'Y'

Page 30: Service Desk Service Support Assessment

M 0

M 0

M 0

M 0

M 0

Minimum score to achieve this level: 'Y' for all mandatory ('M') questions FAIL 0

52. Do you check with the customer if the activities performed by Change Management adequately support their business needs?

53. Do you check with the customer that they are happy with the services provided?

54. Are you actively monitoring trends in customer satisfaction?

55. Are you feeding customer survey information into the service improvement agenda?

56. Are you monitoring the customers value perception of the services provided to them?

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Change Management Results

Your Score