ITSM Process Assessment

If you’re struggling to understand poor service delivery, or how to improve performance in your team or department, you’re likely faced with a combination of the following symptoms:

  • High levels of customer frustration at the lack of IT’s alignment with business objectives.
  • High levels of wasted effort in troubleshooting known errors.
  • Low levels of employee engagement and initiative.
  • High levels of staff turnover.
  • Excessive overtime paid for after-hours work.
  • High levels of interpersonal conflict, burnout and distress.
  • A culture of fire-fighting and customer frustration at the lack of prioritisation.

These symptoms are indicators of systemic dysfunction, and in our experience, may often come down to just a handful of contributing causes.

Our ITSM Process Assessment is an independent and objective analysis to help you to identify the underlying causes of these symptoms, and develop a roadmap for improvement.

The ITSM Process Assessment Report

The ITSM Process Assessment Report reflects our professional opinion on the shortcomings, risks and weaknesses within your department. We include multiple dimensions to this report:

  • Identification of quick-win improvements which may be implemented within 30 days. This will allow you to rapidly demonstrate low-cost, improvements to your customers in just a matter of weeks.
  • Identification of proposed systemic improvements. This is a prioritised list of proposed improvements to ensure that each improvement initiative delivers compounding results.
  • Improvement Strategy (or roadmap). While process improvements deliver results, these should also be seen in the context of the needs of the greater organisation. The report will include a higher-level strategy for systemic and long-lasting improvement.

Note: As external consultants, we have strong boundaries against being drawn into internal politics and witchhunts. We believe firmly that dysfunction and employee distress is almost always the result of poorly defined management systems.

Cautionary Note

Industry Frameworks, methods and techniques are not the end-goal, but simply ways to achieve them. Your customers are not interested in your process maturity score, they want you to help them achieve their outcomes.

Our process assessments include maturity scores, but these are intended to help you understand your relative capability and to assist with prioritisation of improvements. You should never, EVER set maturity scores as a target for improvement.

How it works

  • Step 1. Initial FREE interview to understand your requirements
  • Step 2. Proposal and pricing
  • Step 3. Initiation Workshop with key stakeholders
  • Step 4. Assessment Interviews
  • Step 5. Assessment Surveys
  • Step 6. Analysis and Report
  • Step 7. Presentation of Assessment Report
  • Step 8. Development of prioritised Improvement Plan
  • Step 9. Presentation of Improvement Plan

Step 1. Initial FREE Interview to understand your requirements

Contact us to set up a 1-2 hour appointment so that we can discuss your requirements and expectations. You will get a sense of our ability to understand your challenges.

Step 2. Proposal and pricing

We will provide you with a proposal and quote for your consideration.

Step 3. Initiation Workshop with key stakeholders

We will host an online workshop with key stakeholders, to introduce ourselves and explain the methodology in detail.

Step 4. Assessment Interviews

We will schedule and host interviews with the key stakeholders to work through a series of questions. These interviews will typically be 1-2 hours per stakeholder.

Step 5. Assessment Surveys

We will customise questions on the web-based questionnaire, and send email invitations and reminders to all participants to ensure broad coverage. These questionnaires are binary choice, and are written in unambiguous language.

Step 6. Analysis and Report

Once we have interviewed all stakeholders, collected all the results from the surveys, and reviewed process documentation, we will analyse the data to make sense of what the core issues are. Further interviews may be scheduled to clarify and understand the underlying complexity.

Step 7. Presentation of ITSM Process Assessment Report

Once the ITSM Process Assessment Report has been completed, we will schedule a meeting to discuss our observations, findings and recommendations. This meeting may include all relevant key stakeholders, executives and senior managers, and will be an opportunity for you to challenge the report.

Step 8. Development of prioritised Improvement Plan

Once the ITSM Process Assessment Report has been accepted, we will run another workshop to uncover potential improvements from key stakeholders, and present our own proposed improvements for prioritisation and assigning ownership.

Step 9. Presentation of prioritised Improvement Plan

In this closing workshop, we will present the prioritised Improvement Plan, which describes two streams:

  • Quick Win Improvements, for implementation within 30 days
  • Systemic Improvements, as part of a structured, prioritised Improvement Plan

Experienced Consultants

All of our assessments are facilitated by our small, experienced consulting team with over 20 years of demonstrable experience in the fields of Service Management, IT Governance, Cybersecurity and Strategic Sourcing.

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