IT Service Management - ITIL V3 Read

TIL V3 Readiness Assessment

Introduction
This spreadsheet system allows you to conduct a mini It Service Management ITIL V3 Readiness Assessment.
It has been developed as a low cost way to highlight areas that require particular attention.
For more detailed assessment exercises you may need to employ outside consultants.

If you do employ Service Management consultants then they can be presented the findings of this spreadsheet to help them rapidly unde
This in itself is a time saving (and therefore) cost saving exercise.
This spreadsheet has been designed for 10 participants.
You could use multiple spreadsheets to do a large group or modify formula's etc.

You can use this spreadsheet as the starting point for enhancements (one suggestion is to use Pivot Tables, for even more powerf
No responsibility is taken for any errors or mis-interpretations of data.
No responsibility is taken for any modifications made to this spreadsheet.

Additional interpretation and further assistance can be provided at competitive rates.

Simply e-mail your question to: service@theartofservice.com

readsheet to help them rapidly understand some of your current issues.

ivot Tables, for even more powerful analysis).

280697385.xls

Page 5

Questionnaire

Data entry
Below are the only valid entries for the assessment
Each person must use the drop down box and select an answer for each question for each process area.

1
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5

Unsure
Strongly disagree (NO)
Disagree
Agree
Strongly agree (YES)

Step 1 - Enter the names of the participants here :

Participant 1
Participant 2
Participant 3
Participant 4
Participant 5
Participant 6
Participant 7
Participant 8
Participant 9
Participant 10

Step 2 - Now have each participant answer each question for each area, under their name.
1

Service Management as a Practice

Participant 1

Participant 2

Participant 3

Participant 4

Participant 5

Participant 6

Participant 7

Participant 8

Participant 9

Participant 10

Total

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2
3
4
5
6
7
8
9

Service Management is clearly defined

We know what our services are
We have clearly defined functions across the lifecycle
We have clearly defined roles across the lifecycle
We have clearly defined processes across the lifecycle
We are able to measure the processes in a relevant matter
The reason a process exists is to deliver a specific result
Every process delivers its primary result to a customer or stakeholder
Interfaces to the Service Lifecycle stages are clearly defined
SCORE

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0

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0

0
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0

The Service Lifecycle

Participant 1

Participant 2

Participant 3

Participant 4

Participant 5

Participant 6

Participant 7

Participant 8

Participant 9

Participant 10

Total

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5
6
7
8
9
10
11
12
13
14

The Service Liefecycle is defined in our organization

The structure of the service lifecycle is defined in our organization
The scope of the service lifecycle is defined in our organization
The components of the service lifecycle are defined in our organization
The interfaces of the service lifecycle are defined in our organization
The main goals and objectives of Service Strategy are defined
The main goals and objectives of Service Design are defined
It is clearly defined what the value of Service Design is to the business
The main goals and objectives of Service Transition are defined
It is clearly defined what the value of Service Transition is to the business
The main goals and objectives of Service Operation are defined
It is clearly defined what the value of Service Operation is to the business
The main goals and objectives of Continual Service Improvement are defined
It is clearly defined what the value of Continual Service Improvement is to the business

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0

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0

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0

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0

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0

0
0
0
0
0
0
0
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0
0
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0

ITIL Concepts and Definitions

Participant 1

Participant 2

Participant 3

Participant 4

Participant 5

Participant 6

Participant 7

Participant 8

Participant 9

Participant 10

Total

1
2
3
4
5
6
7
8
9
10

Our Utility and Warranty is well defined.

Our Resources and Capabilities are well defined
Our Service Portfolio is well defined
Our Service Catalogue (Business Service Catalogue and Technical Service Catalogue) is well defined
The role of IT Governance across the Service Lifecycle is well defined
Our Business Case is well defined
We have defined Our Risks
We have a well defined Service Model
We structurally manage Service Providers
We structurally manage Suppliers

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11

We have well defined Service Level Agreement (SLA)

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0
0
0
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0

0
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0
0
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0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0

12

We have well defined Operational Level Agreement (OLA)

We have well defined Contracts
We have a well defined Service Design Package
We manage the Availability of our services
We have a Service Knowledge Management System (SKMS)
We have well defined Configuration Item (CI)
We have a well defined Configuration Management System
We have a well defined Definitive Media Library (DML)
We structurally manage Service Changes
We manage Change types (Normal, Standard and Emergency)
We organize Release Units
We know who raises changes
We know what the reason for a change is
We know what the return required is from a change
We know what the risks are involved in a change
We know what resources are required to deliver the change
We know who is responsible for the build, test and implementation of the change
We know what the relationship is between a change and others
We have Events defined
We have Alerts defined
We have Incidents defined
We have Impact, Urgency and Priority defined
We have Service Requests defined
We have Problems defined
We have Workarounds defined
We have Known Errors defined
We have a Known Error Data Base (KEDB) defined
We have the role of communication in Service Operation defined
SCORE

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0

0
0
0
0
0
0
0

0
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0
0
0
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0
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0

0
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0

0
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Key Principles and Models

Participant 1

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Participant 5

Participant 6

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Total

1
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9
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11
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13
14
15
16
17
18
19
20
21
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25

SS:Our service assets are the basis for value creation

SS:We deliver value creation through our services
SD:The importance of people, processes, products and partners for service management is well understood
SD:We manage service portfolio design
SD:We identify business requirements
SD:We define Service requirements
SD:We design services out of those business and service requirements
SD:We manage technology and architectural design
SD:We manage measurement of design
SD:We distinguish between different sourcing approaches and options
ST:We validate service packages, offerings and contracts
ST:We do service acceptance tests
ST:We do service operational readiness tests
ST:We do Service release package tests
ST:We do component and assembly tests
ST:We do service component build and tests
SO:We have clearly defined our IT Services versus Technology components
SO:We have defined our stability versus responsiveness
SO:We have defined our quality of service versus cost of service
SO:We have defined our balance between reactiveness versus proactiveness
CSI:We apply the plan, do, check, act model to control and manage quality
CSI: We have the continual service improvement model clearly defined
CSI: Business value is clearly measured for continual service improvement
CSI: Baselines are clearly defined for continual service improvement
CSI: We have technology metrics, process metrics and service metrics
SCORE

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0

0
0
0
0
0
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Processes

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Total

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9
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11
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61
62
63
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66
67
68
69

SS: We have defined our market

SS:We have developed our offerings
SS:We have developed our strategic assets
SS:We are prepared for execution
SS:The objectives, basic concepts and roles for Service Portfolio Management are defined
SS:The objectives, basic concepts and roles for Demand Management are defined
SS:The objectives, basic concepts and roles for Financial Management are defined
SD:The objectives for Service Level Management are defined
SD:The scope for Service Level Management is defined
SD:The concepts for Service Level Management are defined
SD:The process activities for Service Level Management are defined
SD:The key metrics for Service Level Management are defined
SD:The roles for Service Level Management are defined
SD:The challenges for Service Level Management are defined
SD:The objectives for Service Catalogue Management are defined
SD:The scope for Service Catalogue Management is defined
SD:The concepts for Service Catalogue Management are defined
SD:The objectives for Availability Management are defined
SD:The scope for Availability Management is defined
SD:The concepts for Availability Management are defined
SD:The objectives for Information Security Management are defined
SD:The scope for Information Security Management is defined
SD:The concepts for Information Security Management are defined
SD:The objectives for Supplier Management are defined
SD:The scope for Supplier Management is defined
SD:The concepts for Supplier Management are defined
SD:The objectives for Capacity Management are defined
SD:The scope for Capacity Management is defined
SD:The concepts for Capacity Management are defined
SD:The objectives for IT Service Continuity Management are defined
SD:The scope for IT Service Continuity Management is defined
SD:The concepts for IT Service Continuity Management are defined
ST:The objectives for Change Management are defined
ST:The scope for Change Management is defined
ST:The concepts for Change Management are defined
ST:The process activities for Change Management are defined
ST:The key metrics for Change Management are defined
ST:The roles for Change Management are defined
ST:The challenges for Change Management are defined
ST:The objectives for Service Asset and Configuration Management are defined
ST:The scope for Service Asset and Configuration Management is defined
ST:The concepts for Service Asset and Configuration Management are defined
ST:The objectives for Release and Deployment Management are defined
ST:The scope for Release and Deployment Management is defined
ST:The concepts for Release and Deployment Management are defined
SO:The objectives for Incident Management are defined
SO:The scope for Incident Management is defined
SO:The concepts for Incident Management are defined
SO:The process activities for Incident Management are defined
SO:The key metrics for Incident Management are defined
SO:The roles for Incident Management are defined
SO:The challenges for Incident Management are defined
SO:The objectives for Event Management are defined
SO:The scope for Event Management is defined
SO:The concepts for Event Management are defined
SO:The objectives for Request Fulfilment are defined
SO:The scope for Request Fulfilment is defined
SO:The concepts for Request Fulfilment are defined
SO:The objectives for Problem Management are defined
SO:The scope for Problem Management is defined
SO:The concepts for Problem Management are defined
SO:The objectives for Access Management are defined
SO:The scope for Access Management is defined
SO:The concepts for Access Management are defined
CSI:The objectives for Continual Service Improvement are defined
CSI:The concepts for Continual Service Improvement are defined
CSI:The process activities for Continual Service Improvement are defined
CSI:The key metrics for Continual Service Improvement are defined
CSI:The roles for Continual Service Improvement are defined
SCORE

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0

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Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Functions

Participant 1

Participant 2

Participant 3

Participant 4

Participant 5

Participant 6

Participant 7

Participant 8

Participant 9

Participant 10

1
2
3
4
5
6
7
8
9
10
11
12
13
14

The role of the Service Desk function is defined

The objectives of the Service Desk function are defined
The organizational structures of the Service Desk function are defined
The staffing of the Service Desk function is defined
The metrics of the Service Desk function are defined
The role of the Technical Management function is defined
The objectives of the Technical Management function are defined
The organizational overlap of the Technical Management function are defined
The role of the Application Management Function is defined
The objectives of the Application Management Function are defined
The organizational overlap of the Application Management Function are defined
The role of the IT Operations Management Function is defined
The objectives of the IT Operations Management Function are defined
The organizational overlap of the IT Operations Management Function are defined
SCORE

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Roles

Participant 1

Participant 2

Participant 3

Participant 4

Participant 5

Participant 6

Participant 7

Participant 8

Participant 9

Participant 10

1
2
3
4
5

The roles for each process owner are defined

The responsibilites for each process owner are defined
The roles for each service owner are defined
The responsibilites for each service owner are defined
The RACI model is used to explain each role in the organizational structure
SCORE

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

SCORE

13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38

Total
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Total
0
0
0
0
0
0

Count Avg
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0

Count Avg
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Count Avg

Count Avg
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Count Avg
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Count Avg
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Count Avg
0
0
0
0
0
0

0
0
0
0
0
0

Page 5

randomscores

1
1

Page 6

randomscores

Page 7

Questionnaire Results
Readiness Assessment responses all
participants
Service Management as a Practice
The Service Lifecycle
ITIL Concepts and Definitions
Key Principles and Models
Processes
Functions
Roles

Readiness Assessment Average score

all participants, all questions

Participant 1
Participant 2
Participant 3
Participant 4
Participant 5
Participant 6
Participant 7
Participant 8
Participant 9
Participant 10

Strongly disagree
(NO)

0
0
0
0
0
0
0

0
0
0
0
0
0
0

Average Score

Service Management as a Practice

The Service Lifecycle
ITIL Concepts and Definitions
Key Principles and Models
Processes
Functions
Roles

Participant

Unsure

0
0
0
0
0
0
0

ITIL Concepts
and Definitions
0
0
0
0
0
0
0
0
0
0

Key Principles
and Models
Processes
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Disagree

Agree

Strongly agree (YES)

Nbr of Responses

0
0
0
0
0
0
0

0
0
0
0
0
0
0

0
0
0
0
0
0
0

0
0
0
0
0
0
0

SPECIAL NOTE: The use of the AVERAGE as a statistical measurement has some inherent weaknesses.
The Average takes into account the extreme values. Use the MODE function to get a representative value of what most participants answered.

Refer to the scoring document for a summary of the scores presented.

Functions
0
0
0
0
0
0
0
0
0
0

Roles
0
0
0
0
0
0
0
0
0
0

Service
Management as The Service
a Practice
Lifecycle
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

most participants answered.

Average Readiness Assessment Score - all participants, all questions

Service Management as a Practice

Roles

The Service Lifecycle

0.5
0
Functions

Processes

Average Score
ITIL Concepts and Definitions

Key Principles and Models

Summary of all Responses per Readiness Assessment area

Strongly agree (YES)

Agree
Disagree
Strongly disagree (NO)
Unsure

Participant View
1
0.9

Average score per process

0.8
0.7

ITIL Concepts and Definitions

0.6

Key Principles and Models

0.5

Processes
Functions

0.4

Roles

0.3
0.2

Service Management as a
Practice

0.1

The Service Lifecycle

0
Particip Particip Particip Particip Particip Particip Particip Particip Particip Particip
ant 1
ant 2
ant 3
ant 4
ant 5
ant 6
ant 7
ant 8
ant 9
ant 10