ITIL_Assessment_Report_20060412-1 - ITIL Assessment Report...

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ITIL Assessment Report September 14, 2005 The Office of Information Technology (OIT) Technical Services group hired a consultant to perform a Capability Maturity Model (CMM) assessment of its ITIL capabilities. The assessment provides a baseline and several recommendations to improve our current processes. The assessment scores are shown in Figure 1. ITIL Maturity Assessment 0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5 Service Desk Incident Management Problem Management Change Management Configuration Management Release Management Service Level Management Financial Management Capacity Management Availability Management Continuity Management ITIL Category Aug 05 Score Figure 1. ITIL CMM assessment results At the end of the assessment, the consultant recommended we focus our initial efforts on: Service Desk, Incident Management, Problem Management, Change Management, and Service Level Management. Assessment Findings Service Support Functions and Processes Service Desk. Score 1.5 The Service Desk function is the primary point of contact for customers and users with the IT organization on a day-to-day basis. The assessment scored the OIT Service Desk at a 1.5 on the CMM scale. The assessment showed that the Service Desk is the recognized point of contact for many OIT services. The Service Desk provides management reports in the weekly operations meeting. Remedy provides a stable, robust tool to record customer and user contacts with the ITIL Assessment 1 11/19/09
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Service Desk. Recommendations for improvement: Document Service Desk support procedures Make the Service Desk the single point of contact for internal IT staff. Implement 24x7 phone coverage. Improve communication channels using newsletters, e-mails, web content, automated notifications and escalations. Upgrade Remedy to version 6.0 Ensure Service Desk is part of the Change Management process so that the Service Desk is aware of changes that affect customers. Provide access to monitoring tools to provide a visual update on servers, switches and routers to alert the Service Desk of degraded or failed services. Incident Management. Score .5 Incident Management (IM) records, monitors, classifies, investigates, diagnoses and resolves reported service anomalies. The IM assessment scored the OIT IM process at .5. Incidents are recorded using Remedy. Incidents are classified using an escalation matrix that is based on scope and impact. Automatic incident notification of support groups is integrated in Remedy. There is an incident manager who is responsible for managing and escalating incidents. Incident reports are created weekly and show incidents reported, resolved, missed SLA and outstanding tickets. Recommendations:
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  • Spring '09
  • Hero
  • Information technology management, Information Technology Infrastructure Library, Capability Maturity Model, SERVICE DESK, Service level agreement, OIT

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ITIL_Assessment_Report_20060412-1 - ITIL Assessment Report...

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