View source for Process Evaluation

'''ITIL Version''': ITIL Version 3 (ITIL V3)

'''Process Objective''': To evaluate processes on a regular basis. This includes identifying areas where the targeted process metrics are not reached, and holding regular benchmarkings, audits, maturity assessments and reviews.

'''Part of''': [[ITIL V3 CSI - Continual Service Improvement|Continual Service Improvement]]

'''Process Owner''': [[Roles within ITIL V3#Process Manager|Process Manager]]


==ITIL V3 vs. ITIL V2: Process Evaluation==

* ITIL V2 contained some [[ITIL V3 CSI - Continual Service Improvement|Continual Service Improvement]] activities within the [[Service Level Management - ITIL V2|Service Level Management]] process, for example holding [[ITIL Glossary#Service Review|Service Reviews]] and managing a [[ITIL Glossary# Service Improvement Plan (SIP)|Service Improvement Plan]]
* ITIL V3 expands this into a whole new book, introducing dedicated processes for service and process evaluation and improvement.


==Sub-Processes of Process Evaluation (ITIL V3)==

[[Image:overview_process_evaluation_itilv3_thumb.jpg|frame|left|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_process_evaluation_itilv3.pdf  Overview of the Process Evaluation Process, ITIL V3 (.pdf)]]]

;Process Management Support
:Process Objective: To support all parties involved in managing and improving processes, in particular the Process Owners. This process will also coordinate all modifications to processes and update the Process Architecture, thereby making sure that all processes cooperate in a seamless way.

;Process Benchmarking
:Process Objective: To evaluate processes in relation to comparable organizations, with the aim of identifying shortcomings and developing plans for improvement.

;Process Maturity Assessment
:Process Objective: To evaluate processes in relation to best practice, with the aim of identifying shortcomings and developing plans for improvement.

;Process Audit
:Process Objective: To perform process audits in order to certify compliance of the processes with certain standards or regulatory requirements.

;Process Controlling and Review
:Process Objective: To submit processes to regular reviews, and to identify process weaknesses which should be addressed by process improvement initiatives.


== Related Key Performance Indicators ==

* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Process Evaluation|KPIs Process Evaluation]]


==Roles within Process Evaluation (ITIL V3)==

* [[Roles within ITIL V3#Process Manager|Process Manager]] (Process Owner)
* [[Roles within ITIL V3#Process Owner|Process Owner]]


==Related ITIL Glossary Terms==
* [[ITIL Glossary#Change Request to Process Architecture|Change Request to Process Architecture]]
* [[ITIL Glossary#CSI Metric (KPI)|CSI Metric (KPI)]]
* [[ITIL Glossary#KPI Target Value|KPI Target Value]]
* [[ITIL Glossary#Process Architecture|Process Architecture]]
* [[ITIL Glossary#Process Design|Process Design]]
* [[ITIL Glossary#Process Evaluation Report|Process Evaluation Report]]
* [[ITIL Glossary#Suggested Process Improvement|Suggested Process Improvement]]