ITIL Implementation - ITIL Assessment
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| Step 4: Analysis of As-Is Processes: ITIL Assessment / ITIL Self Assessment |
Description
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.
Often, the as-is analysis takes the form of painstakingly documenting current processes in great detail.
We have experienced that this effort does not usually justify the means, as an as-is survey is focusing on the past. A fixation upon the current, often outdated working practices tends to obstruct one's sight when redesigning processes in a simpler, more effective way.
Instead, we recommend evaluating the current processes using a set of objective criteria, thereby identifying weaknesses and opportunities without a very time-consuming effort for process documentation. An ITIL Self Assessment is ideal for this task.
This form of assessment is by all means also recommendable if ITIL is to be introduced for the first time. As ITIL has grown out of practical experience, there will almost certainly be areas in which ITIL principles are being observed already today – indications that some of the current processes should continue to be used in the future.
Members of IT management as well as employees from the functional level should be chosen as interview partners for the assessment. The interviewer guides the respondents through the questionnaire, helping with explanations of the background behind specific questions if required.
The subsequent evaluation highlights
- Maturity levels achieved within the individual ITIL disciplines
- Deviations in the judgment of process quality by individual interview partners
- Identified weaknesses in the current processes and their underlying causes, as well as opportunities
Objective of this Project Step
- Determination of weaknesses and opportunities within current processes
Prerequisites
- ITIL Self Assessment Catalogue (currently available free of charge on the itSMF web site)
Results/ Deliverables
- Rating of the IT organisation within the individual ITIL disciplines
- List of weaknesses and opportunities with respect to the ITIL principles (these are to be eliminated during the ITIL project)
Success Factors
- The analysis should cover all the main areas of the IT organization; for this purpose it is a necessity that the majority of IT Management staff as well as a representative selection of functional employees participate in the survey.
- The interviewer should already be familiar with the ITIL principles, in order to be in a position to answer the interview partners' questions.
Following Project Activity:
→ ITIL Implementation - Step 5: Definition of the To-Be Process Structure
