Assessment Workshop Title of the Project (date)

Assessment Workshop Title of the Project (date)

© Company Name All rights reserved
Agenda Purpose Approach Workshop Guidelines & Scoring Workshop #1 Incident Management Process Problem Management Process Workshop #2 Change Management Process Release Management Process Configuration Management Process January 3, 2019 © Company Name All rights reserved

Purpose 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 January 3, 2019 © Company Name All rights reserved

Approach 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 January 3, 2019 © Company Name All rights reserved

Sample Workshop Output
Overall Process Assessment A graphic representation of the health of all assessed processes Identifies which processes require attention 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 January 3, 2019 © Company Name All rights reserved 5

Workshop 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 January 3, 2019 © Company Name All rights reserved 6

Sample Question 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 January 3, 2019 © Company Name All rights reserved

What is ITIL Best Practice? Some Process Basics Process Definitions
January 3, 2019 © Company Name All rights reserved

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 January 3, 2019 © Company Name All rights reserved

ITIL V3 Core Publications
January 3, 2019 © Company Name All rights reserved

ITIL 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 January 3, 2019 © Company Name All rights reserved

Process Model Controls Inputs Activities Outputs Measurements
The policies and guiding principles defining how the process will operate Governance Inputs The objects or data required to produce the desired outputs Activities The specific steps required to convert inputs to outputs Outputs The desired products or data. May be input to other processes Measurements The activities and metrics to ensure the process meets requirements Continuous Improvement January 3, 2019 © Company Name All rights reserved 12 12

Process vs. Procedure Process 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” January 3, 2019 © Company Name All rights reserved 13 13

Process vs. Functional Groups
Technical Support Service Desk QA …. Other Functional Groups Incident Management Processes Change Management Capacity Management . Time tracking Process Functional Groups January 3, 2019 © Company Name All rights reserved 14 14

Change 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. January 3, 2019 © Company Name All rights reserved

Process Activities Logging & Filtering Prioritization & Categorization
Assessment Approval & Scheduling Building, Testing & Implementing Post-Implementation Review Management Reporting January 3, 2019 © Company Name All rights reserved

Process Keynotes 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 January 3, 2019 © Company Name All rights reserved

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Assessment Workshop Title of the Project (date)

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