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How can I make these essments accurate, consistent and repeatable? |
| MikeD14/05/2007 3:58:22 PM |
The important thing is to try and use a proven method that is unlikely to be continually adjusted so that it is not repeatable. The process maturity framework described in ITIl V2 and V3 is aligned to CMMI and should be around for some considerable time. Another important thing with regular review is to establish performance baselines using qantitative metrics which hopefully can demonstrate that business benefits are actually being achieved.
This avoids the unconfortable situation where there is no clear answer to the question, "So what have we actually achieved with all the money we have spent on ITSM?" |
| Majic18/05/2007 10:24:54 AM |
Hi, This forum is full of useful information |
| NeilSJ13/08/2007 7:59:40 AM |
Maturity Assessment is the one area of ITIL that I've always struggled to get a grip on. Who's to say whether your processes are "mature" and if so, to what level? It always seems a bit subjective to me.
Also, as there doesn't seem to be any OGC self-essments for ITIL v3, I've ordered a commercial product from The Art of Service. I'll update the forum on whether or not this was $100 well spent...
Cheers,
Neil |
