ITIL Implementation - ITIL Assessment

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Step 4: Analysis of As-Is Processes: ITIL Assessment / ITIL Self Assessment

 

An analysis of the current situation should precede any process reorganization; this will make it possible to decide which current processes may be left unchanged and where, on the other hand, there is an especially urgent need for action.

 

Objectives

  • Determination of weaknesses and opportunities within current processes

 


Description

At times organizations choose to painstakingly document their existing processes when they go about analyzing the current situation.

We have experienced that this effort does not usually justify the means. Too much focus on the current, often outdated working practices tends to obstruct one's sight when redesigning processes towards simpler, more effective ways.

Instead, we recommend identifying weaknesses and opportunities by evaluating the current processes against best practice.

The ITIL® Process Map provides a solid basis for this task. For every process, the ITIL process model describes its interfaces and the process activities. This allows identifying possible issues by comparing the organization's current processes with the ITIL recommendations.

There are also a number of publications available for self-assessment, especially against ITIL and ISO/IEC 20000.

 

Prerequisites

ITIL Self Assessment
Fig. 1: ITIL Self Assessment Catalogue
  • ITIL reference process model / The ITIL Process Map
  • ITIL v2 Self Assessment Catalogue (previously available free of charge on the itSMF web site; it can still be found on the internet by searching for 'Self Assessment (ITIL V2)')


Results/ Deliverables

  • List of weaknesses and opportunities to be addressed by the introduction of ITIL-aligned processes.

 

Success factors

  • Staff from various levels of the service provider organization, including top management, should take part in the assessment, to ensure that strategic as well as operational viewpoints are considered.

 

Resources

 

Following project activity

→ ITIL Implementation - step 5: Definition of the to-be process structure

 

Notes

By:  Andrea Kempter , IT Process Maps.

 

Objectives Description Prerequisites Results/ Deliverables Success factors