IT Service Management Assessment

A map is only useful if you know where you are on the map and if you know where you want to go.

Our SMArt packages around IT Service Management Assessment can be used as a guide to:

• Assess where you currently are in the maturity of your processes
• Agree upon what maturity you really need as an organization
• Understand the barriers in your organization for further improvement

All our IT Service Management Assessment packages will provide you the recommendations to quickly move forward – in the right direction.

The goal of this assessment is to get your organization to assess your processes with assistance from Service Management Art. The benefit of this option is lower costs with support from experienced consultants.

WE will train your team on how to perform an assessment. After that you will interview your key staff to assess the current maturity of the processes. The results of these interviews will be assessed by experienced SMArt consultants. The consultants will build the report together with you and help your organization on deciding the best course of action.

The goal of this assessment is to get an objective view of your IT Service Management processes. The benefit of this assessment is that experienced consultants will provide an objective view of the assessment on your IT Management processes.

SMArt consultants will conduct interviews with:

• IT Management
• IT Staff
• IT Customers

After these interviews - two assessment workshops will be executed gaining more in-depth insight on the current maturity of the processes.
The assessment will be documented through a report that describes:

• Current situation
• Future situation (based on strategy, goals and objectives)
• Conclusions and recommendations

The assessment report will be presented to IT Management.

C – Assessment and Mobilization

The ITSM Mobilization Workshop is an intensive workshop facilitated by very experienced IT Service Management trainers/consultants. In five days, you, as part of the core implementation team and IT leadership, will build a business case and an action plan for the adoption of ITIL as a service management model.
Over a period of five days, you will be one of the sixteen key IT professionals learning key ITIL best practice including service support and service delivery. Working with skilled instructors in group processes, you will establish the gap between the best practices as described in ITIL and the current processes in your organization. Using facilitation by the course tutors, you will be able to create a cost/benefit analysis-based action plan to present to your senior leaders on the last day in the afternoon. 

At the end of this workshop, you will learn about:

• Knowledge transfer of core ITIL processes.
• Knowledge transfer of ITSM strategies.
• Create a core team with critical mass within the organization.
• Based on common language, create a common understanding on where the organization currently stands.
• Build understanding of the role and options of tools to support ITIL/ITSM.
• Gap analysis between current situation and best practice.
• Organize potential activities in order of priority to reflect return on effort/investment.
• Create a grounded plan for senior leadership consideration.

This package provides guidance based on ITIL and ISO/IEC 20000.

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