IT Service Management - Service Operati

ervice Operation Readiness Assessment

Introduction
This spreadsheet system allows you to conduct a mini Service Operation Readiness Assessment.
It has been developed as a low cost way to highlight areas that require particular attention.
For more detailed assessment exercises you may need to employ outside consultants.

If you do employ Service Management consultants then they can be presented the findings of this spreadsheet to help them rapidly understa
This in itself is a time saving (and therefore) cost saving exercise.

This spreadsheet has been designed for 10 participants.

You could use multiple spreadsheets to do a large group or modify formula's etc.

You can use this spreadsheet as the starting point for enhancements (one suggestion is to use Pivot Tables, for even more powerful a

No responsibility is taken for any errors or mis-interpretations of data.

No responsibility is taken for any modifications made to this spreadsheet.

Additional interpretation and further assistance can be provided at competitive rates.

Simply e-mail your question to: service@theartofservice.com
readsheet to help them rapidly understand some of your current issues.

ivot Tables, for even more powerful analysis).

 459085228.xls Page 5 Questionnaire

Data entry
Below are the only valid entries for the assessment
Each person must use the drop down box and select an answer for each question for each process area.

1 Unsure
2 Strongly disagree (NO)
3 Disagree
4 Agree
5 Strongly agree (YES)

Step 1 - Enter the names of the participants here :

Participant 1
Participant 2
Participant 3
Participant 4
Participant 5
Participant 6
Participant 7
Participant 8
Participant 9
Participant 10
Step 2 - Now have each participant answer each question for each Service Operation area, under their name.

1 Service Management as a Practice Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
1 Service Management is clearly defined 3 4 4 3 4 3 4 4 3 2 34 10 3.4
2 We know what our services are 2 3 4 3 4 5 2 3 4 5 35 10 3.5
3 We have clearly defined functions and processes across the lifecycle 4 4 3 4 3 2 3 3 4 2 32 10 3.2
4 We are able to measure the processes in a relevant matter 2 4 3 3 4 5 4 3 2 4 34 10 3.4
5 The reason a process exists is to deliver a specific result 2 3 2 2 2 5 4 4 3 2 29 10 2.9
6 Every process delivers its primary result to a customer or stakeholder 2 4 3 3 3 5 4 4 3 3 34 10 3.4
7 The goals of Service Operation are defined 2 3 4 4 4 5 4 4 3 4 37 10 3.7
8 The objectives of Service Operation are defined 2 4 5 5 5 5 4 4 3 2 39 10 3.9
9 The purpose of Service Operation is Defined 2 3 4 4 2 5 4 4 3 3 34 10 3.4
10 The Scope of Service Operation is defined 2 2 3 3 3 5 4 4 3 4 33 10 3.3
11 The Event Management process is defined 2 3 2 2 4 5 4 4 3 5 34 10 3.4
12 The Incident and Problem Management process is defined 2 4 1 1 5 5 4 4 3 2 31 10 3.1
13 The Request fulfillment process is defined 2 2 2 2 4 5 4 4 3 3 31 10 3.1
14 The Access Management process is defined 2 3 3 3 3 5 4 4 3 4 34 10 3.4
15 The Service Desk function is defined 2 4 4 4 2 5 4 4 3 5 37 10 3.7
16 The Technical Management function is defined 2 3 3 5 1 5 4 4 3 2 32 10 3.2
17 The IT operations Management function is defined 2 2 2 1 4 5 4 4 3 3 30 10 3
18 The Application Management function is defined 2 3 3 2 3 5 4 4 3 4 33 10 3.3
19 Interfaces to other Service Lifecycle stages are clearly defined 2 4 4 3 2 5 4 4 3 5 36 10 3.6
SCORE 29 43 40 39 47 60 49 49 40 41 437 130 3.3615385

2 Service Operation Principles Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
1 Distinctive functions, groups, teams, departments and divsions are defined 1 3 4 2 2 1 2 3 4 3 25 10 2.5
2 We have a balance between an internal IT view and external business view 2 3 4 3 2 1 2 3 4 3 27 10 2.7
3 We balance stability interests versus responsiveness to changes 3 3 4 4 2 1 2 3 4 3 29 10 2.9
4 We balance quality of service versus cost of service 4 3 4 5 2 1 2 3 4 3 31 10 3.1
5 We balance reactiveness versus proactiveness 5 3 4 4 2 1 2 3 4 3 31 10 3.1
6 All Service operation staff is fully aware that they are providing a service to the business 5 3 4 3 2 1 2 3 4 3 30 10 3
7 We have a clear definition of It service objectives and performance criteria 4 3 4 2 2 1 2 3 4 3 28 10 2.8
8 We have linkage of IT Service specifications to the performance of the IT infrastructure 3 3 4 3 2 1 2 3 4 3 28 10 2.8
9 We have a definition of operational performance requirements 2 3 4 4 2 1 2 3 4 3 28 10 2.8
10 We have a mapping of services and technology 1 3 4 5 2 1 2 3 4 3 28 10 2.8
11 We have the ability to model the effect of changes in technology and changes to business requirements 2 3 4 4 2 1 2 3 4 3 28 10 2.8
12 We have appropriate cost models to evaluate ROI and cost reduction strategies 3 3 4 3 2 1 2 3 4 3 28 10 2.8
13 Operational health is monitored with a set of Vital signs 4 3 4 2 2 1 2 3 4 3 28 10 2.8
14 We have routine Operational communication 4 3 4 1 2 1 2 3 4 3 27 10 2.7
15 We have formalized communication between shifts 3 3 4 2 2 1 2 3 4 3 27 10 2.7
16 We have formalized performance reporting 4 3 4 3 2 1 2 3 4 3 29 10 2.9
17 We have formalized communication in projects 5 3 4 4 2 1 2 3 4 3 31 10 3.1
18 We have formalized communication related to exceptions 4 3 4 4 2 1 2 3 4 3 30 10 3
19 We have formalized communication related to emergencies 3 3 4 5 2 1 2 3 4 3 30 10 3
20 We have training on new or customized processes and service designs 2 3 4 4 2 1 2 3 4 3 28 10 2.8
21 We have communication of strategy and design to our service operation teams formalized 1 3 4 3 2 1 2 3 4 3 26 10 2.6
22 The means of communication (email, sms etc) are defined 2 3 4 2 2 1 2 3 4 3 26 10 2.6
23 We have a structured, regular Operations Meeting 3 3 4 2 2 1 2 3 4 3 27 10 2.7
24 We have structured, regular Department, Group and Team Meetings 4 3 4 3 2 1 2 3 4 3 29 10 2.9
25 We have structured, regular Customer Meetings 5 3 4 4 2 1 2 3 4 3 31 10 3.1
26 We participate in the definition and maintenance of process manuals for all processes we are involved in 4 3 4 5 2 1 2 3 4 3 31 10 3.1
27 We establish our own technical procedures manuals 3 3 4 3 2 1 2 3 4 3 28 10 2.8
28 We participate in the creation and maintenance of planning documents 2 3 4 2 2 1 2 3 4 3 26 10 2.6
29 We participate in the definition and maintenance of Service Management Tool work instructions 1 3 4 1 2 1 2 3 4 3 24 10 2.4
SCORE 89 87 116 92 58 29 58 87 116 87 819 290 2.8241379

3 Service Operation Processes Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
1 We have defined Event Management's Purpose, Goal and Objective Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
2 We have defined Event Management's Scope Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
3 We have defined Event Management's Value to the business Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
4 We have defined Event Management's Policies, Principles and basic concepts Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
5 The "Event Occurs" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
6 The "Event Notification" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
7 The "Event Detection" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
8 The "Event Filtering" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
9 The "Significance of Events Categorization" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
10 The "Event Correlation" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
11 The "Trigger" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
12 The "Response Selection" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
13 The "Review Actions" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
14 The "Close Actions" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
15 We have defined Event Management's Triggers, Imputs, Outputs and interfaces Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
16 We have defined Event Management's KPIs and metrics Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
17 We have defined Event Management's Information Management reporting Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
18 We have defined Event Management's Challenges, Critical Success Factors and Risks Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

19 We have defined Incident Management's Purpose, Goal and Objective Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
20 We have defined Incident Management's Scope Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
21 We have defined Incident Management's Value to the business Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
22 We have defined Incident Management's Policies, Principles and basic concepts Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
23 Timescales are agreed for all incident handling stages Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
24 Incident Models are defined Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
25 Major Incidents are defined Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
26 The "Incident Identification" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
27 The "Incident logging" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
28 The "Incident categorization" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
29 The "Incident Prioritization" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
30 The "Initial Diagnosis" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
31 The "Incident Escalation" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
32 The "Incident Identification" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
33 The "Investigation and Diagnosis" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
34 The "Resolution and recovery" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
35 The "Incident Closure" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
36 We have defined Incident Management's Triggers, Imputs, Outputs and interfaces Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
37 We have defined Incident Management's KPIs and metrics Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
38 We have defined Incident Management's Information Management reporting Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
39 We have defined Incident Management's Challenges, Critical Success Factors and Risks Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

40 We have defined Request Fulfilment's Purpose, Goal and Objective Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable
41 We have defined Request Fulfilment's Scope Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
42 We have defined Request Fulfilment's Value to the business Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
43 We have defined Request Fulfilment's Policies, Principles and basic concepts Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
44 The "Menu Selection" activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
45 The "Financial approval" activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
46 The "Other approval" activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
47 The "Fulfilment" activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
48 The "Closure" activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
49 We have defined Request Fulfilment's Triggers, Imputs, Outputs and interfaces Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
50 We have defined Request Fulfilment's KPIs and metrics Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
51 We have defined Request Fulfilment's Information Management reporting Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
52 We have defined Request Fulfilment's Challenges, Critical Success Factors and Risks Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

53 We have defined Problem Management's Purpose, Goal and Objective Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
54 We have defined Problem Management's Scope Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
55 We have defined Problem Management's Value to the business Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
56 We have defined Problem Management's Policies, Principles and basic concepts Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
57 The "Problem Detection" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
58 The "Problem Logging" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
59 The "Problem Categorization" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
60 The "Problem Prioritization" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
61 The "Problem Investigation and Diagnosis" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
62 The "Workarounds" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
63 The "Raising a known error record" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
64 The "Problem Resolution" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
65 The "Problem Closure" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
66 The "Major Problem Review" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
67 The "Errors detected in the development environment" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
68 We have defined Problem Management's Triggers, Imputs, Outputs and interfaces Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
69 The CMS acts as a valuable source for Problem Management Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
70 We have a Known Error Database to allow quicker diagnosis and resolution Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
71 We have defined Problem Management's KPIs and metrics Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
72 We have defined Problem Management's Information Management reporting Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
73 We have defined Problem Management's Challenges, Critical Success Factors and Risks Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

74 We have defined Access Management's Purpose, Goal and Objective Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
75 We have defined Access Management's Scope Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
76 We have defined Access Management's Value to the business Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
77 We have defined Access Management's Policies, Principles and basic concepts Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
78 The "Requesting Access" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
79 The "Verification" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
80 The "Providing Rights" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
81 The "Monitoring Identity Status" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
82 The "Logging and Tracking Access" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
83 The "Removing or restricting rights" process activity is specified Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
84 We have defined Access Management's Triggers, Imputs, Outputs and interfaces Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
85 We have defined Access Management's KPIs and metrics Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
86 We have defined Access Management's Information Management reporting Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
87 We have defined Access Management's Challenges, Critical Success Factors and Risks Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
SCORE 0 0 0 0 0 0 0 0 0 0 0 0 0

4 Common Service Operation Activities Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

1 We know where we are on the technology centric Vs business centric scale Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
2 Monitoring and control is a continual cycle Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
3 We use tools to monitor the status of key CIs and key operational activities Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
4 We ensure that specified conditions are met (or not met), and if not to raise an alert to the appropriate group (e.g. the availability of key network Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
5 We ensure that the performance or utilization of a component or system is within a specified range (e.g. disk space or memory utilization) Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
6 We detect abnormal types or levels of activity in the infrastructure (e.g. potential security threats) Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
7 We detect unauthorized changes (e.g. introduction of software) Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
8 We ensure compliance with the organization’s policies (e.g. inappropriate use of email) Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
9 We track outputs to the business and ensure that they meet quality and performance requirements Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
10 We track any information that is used to measure Key Performance Indicators Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
11 We use tools to collate the output of monitoring into information that can be disseminated to various groups, functions or processes Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
12 We interpret the meaning of that information Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
13 We determining where that information would best be used Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
14 We ensure that decision makers have access to the information that will enable them to make decisions Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
15 We route the reported information to the appropriate person, group or tool Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
16 We use tools to define what conditions represent normal operations or abnormal operations Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
17 We regulate performance of devices, systems or services Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
18 We Measure availability Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
19 We Initiate corrective action, which could be automated (e.g. reboot a device remotely or run a script), or manual (e.g. notify operations staff of theNot applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
20 We manage the monitor control loop Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
21 We have defined what needs to be monitored Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
22 We have internal and external monitoring and control Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
23 We manage different types of monitoring Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
24 We monitor in test environments Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
25 We manage reporting and action upon monitoring Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
26 We perform service operation audits Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
27 In IT operations we have a defined Console Management/Operations Bridge Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
28 In IT operations we have a defined job scheduling role Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
29 In IT operations we have a defined back-Up and Restore role Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
30 In IT operations we have a defined Print and Output Role Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
31 Mainframe management is a mature practice Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
32 Server Management and support is a mature practice Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
33 Network management is a mature practice Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
34 Storage and archive is a mature practice Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
35 Database Administration is a mature practice Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
36 Directory Services Management is a mature practice Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
37 Desktop Support is a mature practice Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
38 Middleware management is a mature practice Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
39 Internet/Web ManagementMainframe management is a mature practice Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
40 Facilities and Data Center Management is a mature practice Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
41 Information Security Management within Service Operation is a mature practice Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
42 Mainframe management is a mature practice Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
SCORE 0 0 0 0 0 0 0 0 0 0 0 0 0

5 Organizing Service Operation Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

1 The Service Desk function is defined Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
2 We have Justification for and the Role of the Service Desk defined Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
3 We have Service Desk Objectives Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
4 We have a clear Service Desk Organizational Structure Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
5 Service Desk Staffing is managed Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
6 We have Service Desk Metrics Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
7 We investigate(d) Outsourcing the Service Desk Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
8 The Technical Management Role is defined Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
9 We have clear Technical Management Objectives Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
10 We have defined Generic Technical Management Activities Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
11 We have a clear Technical Management Organization Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
12 We have Technical Design and Technical Maintenance and Support Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
13 We have Technical Management Metrics Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
14 We have Technical Management Documentation Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
15 The IT Operations Management role is defined Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
16 IT Operations Management Objectives are defined Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
17 We have a IT Operations Management Organization Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
18 We have IT Operations Management Metrics Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
19 We have IT Operations Management Documentation Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
20 The Application Management Role is defined Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
21 We have Application Management Objectives Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
22 We have Application Management Principles Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
23 The Application Management Lifecycle is defined Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
24 We have deined Application Management Generic Activities Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
25 We have a clear Application Management Organization Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
26 We have defined Application Management Roles and Responsibilities Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
27 We have Application Management Metrics Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
28 We have Application Management Documentation Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
29 We have clear Service Desk Roles Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
30 We have Technical Management Roles Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
31 We have IT Operations Management Roles Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
32 We have Applications Management Roles Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
33 We have Event Management Roles Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
34 We have Incident Management Roles Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
35 We have Request Fulfilment Roles Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
36 We have Problem Management Roles Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
37 We have Access Management Roles defined Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
38 We are organized by Technical Specialization Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
39 We are organized by Activity Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
40 We are organized to Manage Processes Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
41 IT Operations are organized by Geography Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
42 We have Hybrid Organization Structures of the above Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
SCORE 0 0 0 0 0 0 0 0 0 0 0 0 0

6 Service Operation Technology Considerations Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
1 We have Integrated IT Service Management Technology Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
2 We offer Self Help Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
3 We have a Workflow or Process Engine Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
4 We have an Integrated CMS Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
5 We have Discovery/Deployment /Licensing Technology Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
6 We have Remote Control Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
7 We have Diagnostic Utilities Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
8 We have Reporting facilities Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
9 We have Dashboards Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
10 We have Integration with Business Service Management Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
11 We have Event Management technology Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
12 We have Incident Management technology Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
13 We have Integrated ITSM technology Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
14 We have Workflow and Automated Escalation Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
15 We have Request Fulfilment applications Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
16 We have Problem Management applications Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
17 We have Integrated Service Management Technology Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
18 We have Change Management applications Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
19 We have an Integrated CMS Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
20 We have a Known Error Database Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
21 We have Access Management applications Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
22 We have a Service Desk tool Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
23 We have Service desk specific Telephony infrastructure Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
24 The Service desk has access to Support Tools Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
25 We have IT Service Continuity Planning for ITSM Support Tools Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
SCORE 0 0 0 0 0 0 0 0 0 0 0 0 0

7 Implementing Service Operation Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

1 We actively Manage Change in Service Operation Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
2 We monitor and manage Change Triggers Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
3 We manage Change Assessment Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
4 We have Measurement of Successful Change defined Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
5 We Assess and Manage Risks in Service Operation Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
6 Operational Staff is involved in Service Design and Transition Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
7 With Planning & Implementing Service Management Technologies we check Licenses Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
8 With Planning & Implementing Service Management Technologies we check deployment Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
9 With Planning & Implementing Service Management Technologies we do capacity checks Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
10 With Planning & Implementing Service Management Technologies we mange the timing of technology deployment Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
SCORE 0 0 0 0 0 0 0 0 0 0 0 0 0

Page 5
 randomscores

Page 6
 randomscores

1
1

Page 7
Questionnaire Results
Service Operation Area responses all
Strongly disagree
participants Unsure (NO)

Service Management as a Practice 2 29

Service Operation Principles 35 71
Service Operation Processes 0 0
Service Operation common operation activities 0 0
Organizing Service Operation 0 0
Service Operation Technology Considerations 0 0
Implementing Service Operation 0 0

Service Operation Average score all

participants, all questions Average Score

Service Management as a Practice 3.3615384615

Service Operation Principles 2.824137931
Service Operation Processes 0
Service Operation common operation activities 0
Organizing Service Operation 0
Service Operation Technology Considerations 0
Implementing Service Operation 0

Service
Service Operation Organizing
Operation Technology Service
Participant Processes Considerations Operation
Participant 1 0 0 0
Participant 2 0 0 0
Participant 3 0 0 0
Participant 4 0 0 0
Participant 5 0 0 0
Participant 6 0 0 0
Participant 7 0 0 0
Participant 8 0 0 0
Participant 9 0 0 0
Participant 10 0 0 0
 Disagree Agree Strongly agree (YES) Nbr of Responses

36 46 17 130
102 74 8 290
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0

SPECIAL NOTE: The use of the AVERAGE as a statistical measurement has some inherent weaknesses.
The Average takes into account the extreme values. Use the MODE function to get a representative value of what most participants answered.

Refer to the scoring document for a summary of the scores presented.

Service Design
Implementing Process Service Service
Service Implementation Management as Operation
Operation Considerations a Practice Principles
0 0 29 89
0 0 43 87
0 0 40 116
0 0 39 92
0 0 47 58
0 0 60 29
0 0 49 58
0 0 49 87
0 0 40 116
0 0 41 87
most participants answered.
 Average Service Transition Readiness Score - all participants, all questions

Service Management as a Practice

Implementing Service Operation 4 Service Operation Principles

0 Average Score
Service Operation Technology Considerations Service Operation Processes

Organizing Service Operation Service Operation common operation activities

 Summary of all Responses per Service Transition area

Strongly agree (YES)

Agree
Disagree
ce les s ies n s n Strongly disagree (NO)
c ti se it tio on tio
ra c ip es tiv e ra ati ra Unsure
rin c c
Op er Op
e
aP nP
ro na s id
as tio nP at i
o
v ic
e n
v ic
e
e nt ra ati
o
er er y Co er
e r p
em Op pe no gS log gS
ag e eO o iz i
n no tin
an r v ic v ic o mm an ec
h
m en
ic eM Se Se
r
nc Or
g
io nT ple
r v at i
o at Im
Se er p er
p
eO eO
r v ic r v ic
Se Se
Average score per process Participant View

140

120

Service Operation Processes

100
Service Operation Technology
Considerations
80
Organizing Service Operation

60 Implementing Service Operation

Service Design Process

Implementation Considerations
40

Service Management as a Practice

20
Service Operation Principles

0
Participa Participa Participa Participa Participa Participa Participa Participa Participa Participa
nt 1 nt 2 nt 3 nt 4 nt 5 nt 6 nt 7 nt 8 nt 9 nt 10