Baselining ITSM - is it really worth the effort?

Baselining is an essential element of an Continuous Service Improvement Programme (CSIP).

It identifies what works, as well as what doesn't work. It gains consensus from all parties involved in the CSIP and provides a means to measure progress. It should be considered high risk to embark on a CSIP without first baselining the processes.

There are a number of different frameworks which can be used to conduct a baseline. Our White Paper - "Baselining ITSM" identifies each of the frameworks and discusses the strengths and weaknesses of CMM / CMMI / SPICE, CobiT, OGC Maturity Matrices, ISO 20000 and PMF.

This paper also outlines the basic steps involved in conducting a baseline and outlines some additional elements considered integral to the success (or failure) of baselining.

ProActive offer a baselining service - called BaseOne. For more information, check out our white paper (email nicole.brown@proactiveservices.com.au, or contact one of ProActive's Account Managers by calling (AUS) 1300 880 855 or (NZ) 0800 11 56 56.