- Consulting Methodology
- Effective Governance
- Customer Quality of Experience
- Education and Training
- Capability Assessment Portal
- Capability & Framework Assessments
- People Capability: SFIA & SFIAplus
- Knowledge Centered Support
- Problem Management Workshops
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Capability Assessment Portal
Our web-based Capability Assessment Portal provides customers with the ability to:
- Assess the maturity of ITIL® processes
- Assess the maturity of software asset management
- Conduct a self-assessment using the official P3M3 questions as defined by both the OGC and APMG
- Measure compliance to ISO/IEC 20000
- Check the degree of alignment between IT and the business, based on COBIT
- Evaluate the internal and external customer perception of IT Services.
Process Maturity Assessments have become central to the IT Service Department as a tool for understanding the state of current organisational processes. In understanding the current state of processes, priority can then be determined and resources directed appropriately to address areas of risk or low quality.
Whilst an independent and objective view of process maturity is best, the cost is relatively high, and organisations may find it useful to have the ability to perform more frequent assessments.
The challenge of self assessments is the consistency of the maturity models used, and the knowledge and skills of the assessors.
Current Assessment Options:
ITIL® and Business-IT alignment.
Assess Process Maturity of ITIL® processes.
An extended Process Maturity Framework (PMF) has been used to provide a deep understanding of capability gaps. As well as an overall maturity rating for a process, a rating for each of the 6 e-PMF domains is provided so that dimensions can be ranked across process to identify weaknesses.
Business & IT Alignment.
This module also includes questions that will provide an insight into how well Business and IT are aligned. These questions have been taken from the business and IT Goals from CobiT 4.1 Appendix 1
Assess Compliance to ISO/IEC 20000 part 1.
This module offers a compliance check for each of the requirements in the ISO standard. This module does not use the PMF, as it is a binary measure, in that you either conform to a requirement or you do not.
The output from this check is a report that shows, for each mandated requirement, compliance or not. A weighting is applied to the result to indicate the overall percentage compliance.
This module is usually offered as a bundle with the ITIL assessment, as they are complementary.
Assess Portfolio, Programme & Project Management
This module contains the official P3M3 self-assessment questions as defined by both APMG and the Cabinet Office. The Cabinet Office took over the ownership and responsibility of the Best Management Practice portfolio from the OGC in 2010. This portfolio incorporates practices such as P3M3 and ITIL amongst others.
This module mot only provides insight into current maturity, but provides key input and recommendations to use in a P3M3 improvement programme. This module can be used stand-alonge, or in conjunction with other Portal modules, such as ITIL®.
Are you prepared for a Software audit?
This module covers the 5 ITIL processes found in the Software Asset Management (SAM) book.
This module is offered as a stand alone option, but as the SAM processes are dependent on (for example) ITIL incident Management and Change Management, there is value in licensing the ITIL module as well.
Service Benchmarking using BSM-Now
BSM-Now: measuring Customer Quality of Experience.
BSM-Now uses SERVQUAL, a well known and proven survey method.
BSM-Now can measure Services, Processes and Vendors, and meets the following objectives:
- Understand expectations users have for services provided;
- Manage resources in ways to match changing expectations;
- To deliver services that meet users' needs and expectations;
- To identify and prioritise improvement opportunities, and
- Measure improvement.