ITIL Process Optimization Assessment
Our Business Optimization Assessments focus on the following four core areas of People, Process, Tools and Environment. Our assessments are based on ITIL® principles and can cover either your entire IT infrastructure or just focus on your Service Desk. Additionally, we can hone in on specific areas over others. Whichever option you choose the end result will provide you with opportunities and recommendations to measurably improve the quality and efficiency of your support organization. More importantly our assessments will provide you with a ‘Take Action Plan’ with quick wins and “Next Steps”
The People section of our assessment is comprised of interviews with key management and staff where we identify skills, roles & responsibilities, education & training, and general understanding of corporate vision and goals. In most cases we also interview a subset of your clients to get an idea from their perspective a determination of the quality of services your organization provides.
The Process section of our assessments focuses on How you do business". We analyze all touch points in your processes from the top down as well as any external entities that may impact the way you do business. As we look at your Service Desk, we analyze such processes as Incident, Problem, Change and Configuration Management from an ITIL® perspective. We also gauge the effectiveness and efficiency of your processes along with documentation procedures and current reporting needs.
The Tools section of our assessments focus on applications used for call tracking, system monitoring, knowledge management, telephony, as well as reporting and documentation. We first review these systems independently to determine to what degree they are used and then collectively to see how well they work with each other to support your processes.
The Environment section of our assessments focuses on your business from a holistic level. Here we identify your corporate and IT mission and vision statements as well as the culture and tone of your organization. We also look at any resource constraints and the overall arching alignment of these areas to the business objectives. Additionally, if your organization has IT Governance in place that applies CobiT®, Sarbanes Oxley (SOX), and/or Six Sigma then we also look to how they affect your service processes.
Order #: PBC-ITIL_ASSESS