ITIL V3 – Complete Process Capability Assessment – Find out HOW you are doing and WHAT you need to do NEXT

The Toolkit Flows logically, Is scalable, Provides questionnaires and results spreadsheets, and most of all, Saves you time.

Step 1: Start by reviewing the Toolkit Introduction PowerPoint presentation.

This presentation will give you an understanding of the purpose of
an ITSM assessment, examples of questioning techniques that can be used
and risk factors to consider. It can also be used as the basis for
management presentations for educating other individuals participating
in the assessment.

To give staff a refresher on ITIL V3, an introduction presentation
has been provided, explaining at a high level the purpose, benefits and
structure of ITIL V3.

Step 2: Select the stakeholders who will be involved during the assessment, including both the facilitator(s) and interviewees.

A broad range of stakeholders should be involved so that the results
reflect a broader perspective of IT Service Management practices,
rather than those of a single group (e.g. the Service Desk).

Arrange suitable times to meet with the stakeholders and conduct the
assessment. Allow approximately 90 minutes for the interview, allowing
for longer times if the individual has not been adequately prepared
regarding the purpose and nature of the assessment.

Step 3: Conduct the assessment interviews using the Process Capability Assessment Questionnaire documents.

General observations and supporting evidence should also be
documented by the facilitator during the interviews. To assist with
this, the facilitator can use the ITIL Environment Health Check
questionnaire. This document can be used to compare how different
individuals perceive ITSM at the current time.

Documents to use:

Service Strategy:

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