Assessment Workshop Title of the Project (date). Project Title Assessment Workshop October 25,...

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



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



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



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



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



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



What is ITIL Best Practice?Some Process Basics

Process Definitions

What is ITIL Best Practice?Some Process Basics

Process Definitions



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



ITIL V3 Core PublicationsITIL V3 Core Publications



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



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



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



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

….



ITIL V3 ProcessesITIL V3 Processes



Processes Under ConsiderationProcesses Under Consideration

• Incident Management

• Problem Management

• Change Management

• Etc.



Change ManagementChange Management



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.



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



• 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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Other Comments about the ProcessOther Comments about the Process



Other ProcessesOther Processes



Q & AQ & A

Thank You

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Assessment Workshop Title of the Project (date). Project Title Assessment Workshop October 25,...

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