Assessment Findings Validation Title of the Project (date)

Project Title Validation Workshop December 23, 2015© Company Name All rights reserved2 Agenda Purpose of the Project Purpose of the Workshop Assessment Approach Explanation of this Validation Findings and Observations –Global / General –Asset –Incident, Problem, and Service Request –Change –Tools Next Steps

Project Title Validation Workshop December 23, 2015© Company Name All rights reserved3 Purpose of the Project 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

Project Title Validation Workshop December 23, 2015© Company Name All rights reserved4 Purpose of the Workshop Present the initial Findings and Observations –To review a summary of the data gathered over the course of this project –Ensure that this is correct and valid We will not be presenting recommendations at this workshop –This will be included in the final report

Project Title Validation Workshop 12/23/2015© 2006 Consulting-Portal, Inc. All rights reserved.5 Findings and Observations Report Workshops Interviews Questionnaires Assessment Approach

Project Title Validation Workshop December 23, 2015© Company Name All rights reserved6 Explanation A few words on what’s coming: –Findings based on observations from interviews, workshops, desk-side observations and returned electronic questionnaires –Some are simple, others may need further investigation and/or consideration beyond this workshop –This is a workshop – nothing is cast in stone – don’t hesitate to ask questions or offer suggestions –Think of this as looking for opportunities for improvement

Project Title Validation Workshop December 23, 2015© Company Name All rights reserved7 Findings and Observations

Project Title Validation Workshop December 23, 2015© Company Name All rights reserved8 Findings and Observations There are multiple tools for the logging, tracking, and reporting (limited) of Incidents (covering Problems & Service Requests) and Changes –There are inconsistencies in how incidents and changes are handled –One group can be working an issue and not be aware of its impact on another group affecting time to service restoration –There is no consolidated view of incidents, problems, and changes making it difficult to see trends and be proactive –Service recovery time may be delayed when changes cannot be easily tied to incidents –Limited reporting is being done Management needs more information The tool has been customized too much to make any standard reports useful – out-of-the-box reports were not that effective anyway

Project Title Validation Workshop December 23, 2015© Company Name All rights reserved9 Findings and Observations COMPANY-DEPARTMENT is a mature IT Operation and doing an excellent job of providing Security Services –Obtained the highest customer satisfaction rating for the last 2 years –ISO 9001 and ISO certified Processes, procedures defined and documented Regular Audits are performed Generation, capture and analysis of metrics –Strong Customer Service Excellent communications with customer build strong relationships –Bulletins –Communication protocols established and well used –The staff is dedicated and high performing

Project Title Validation Workshop December 23, 2015© Company Name All rights reserved10 Other Findings and Observations

Project Title Validation Workshop December 23, 2015© Company Name All rights reserved11 Next Steps

Project Title Validation Workshop December 23, 2015© Company Name All rights reserved12 Next Steps Revisit Validation (changes and revisions) –If required Generate Maturity Graphs for Processes –Process comparison Develop Recommendations –Identify implications and benefits –Provide detail activities Create Roadmap –Prioritize Recommendations –Document Timeline Create Final Report –Due (date)

Project Title Validation Workshop December 23, 2015© Company Name All rights reserved13 Q & A

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