ITIL Maturity Evaluation


This on-line evaluation will take 10 – 15 minutes.  Please enter your name, email address and title, and then select a ranking from highest (4) to lowest (1) that would best describe your organizations adherence to, or adoption of, the various statements.


[contact-form to=’’ subject=’ITIL Maturity Evaluation’][contact-field label=’Name’ type=’name’ required=’1’/][contact-field label=’Email’ type=’email’ required=’1’/][contact-field label=’Title or Role’ type=’text’ required=’1’/][contact-field label=’Incident tracking and customer/user communication: We have procedures in place to guarantee that each individual incident is resolved within the agreed timeframes or Service Level Agreement.’ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Incident ownership%26#x002c; monitoring and closure: Our Service desk is responsible for owning and overseeing the resolution of all outstanding incidents whatever the initial source. When the incident has been resolved%26#x002c; the Service Desk must ensure that the incident records are completed and are accurate%26#x002c; and that the resolution is agreed with the customer. The Service desk owns the communication with each end user throughout the lifecycle.’ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Service Desk: The Service Desk is responsible for the monitoring the resolution of all registered incidents – in effect the Service Desk is the owner of all incidents. Incidents that cannot be resolved immediately by the Service Desk may be assigned to specialist groups or teams.’ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Incident recording and alerting: All incidents are recorded in terms of classification%26#x002c; symptoms%26#x002c; basic diagnostic data%26#x002c; and information about the configuration item(s) and service(s) affected.’ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Incident support and classification: Created Incident records are always analyzed to determine root cause. Incidents are classified in such a manner to guide subsequent analysis and resolution actions (Assignment%26#x002c; Escalation%26#x002c; Knowledge%26#x002c; linked to Problem%26#x002c; Change). ‘ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Investigation and diagnosis: Wherever possible%26#x002c; the user is provided with the means to continue their business functions%26#x002c; perhaps via a degraded service or temporary work-around. Every effort is made to minimize the impact of the incident on the business and to provide more time to investigate and devise a permanent resolution.’ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Resolution and recovery: After successful execution of the resolution or work around%26#x002c; additional restoration of service actions are often carried out by higher tiered staff. Our incident management system allows the recording of events and actions during the restoration of service related activities.’ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Problem Control: We%26#x002c; whenever possible%26#x002c; determine the root cause of Incidents (Problems)%26#x002c; such as the configuration items that are at fault%26#x002c; and provide the Service Desk with information and advice on workarounds when available. Problem control activities include: problem identification%26#x002c; recording%26#x002c; classification%26#x002c; investigation and diagnosis. We have a designated Problem Management Team.’ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Error Control: Our Problem Management team is responsible for the coordination of activities in removing errors and faults from CI(s)%26#x002c; and the overall management of known errors until they are resolved and until they are eliminated by the successful implementation of a change under the control of the Change Management process.’ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Proactive Problem Prevention: Our organization utilizes the monitoring and analysis of the problem environment and the provision of information to assist us in creating proactive measures to improve service quality. This includes the identification of %26#039;weak%26#039; or under performing components (by analysis of incidents%26#x002c; problems and known errors)%26#x002c; highlighting the potential for%26#x002c; and prevention of errors in one system recurring in other systems%26#x002c; identification of any other trends (e.g. a gradual increase in problematic changes from one area of the organization).’ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Change Management – Practice: Change management ensures that standardized methods and procedures are used for efficient handling of all changes. ‘ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Change Definition: A normal change is an event that results in a new status of one or more configuration items (CIs)%26#x002c; is approved by management%26#x002c; is cost-effective%26#x002c; enhances business process changes (fixes) – all with a minimum risk to IT infrastructure.’ type=’radio’ options=’4,3,2,1’/][contact-field label=’Change Management Practice: All types of change are introduced via simple%26#x002c; clear and effective procedures and tools across the various environments ‘ type=’radio’ options=’4,3,2,1’/][contact-field label=’Change Management Practice: We have a designated CAB (Change Advisory Board) that meets regularly%26#x002c; has an effective agenda%26#x002c; and is led by a Change Manager who effectively owns the Change Management process within our organization.’ type=’radio’ options=’4,3,2,1’/][contact-field label=’Change Management Practice: Changes progress through their lifecycle on the basis of sound business and technological cases including the economic use of resources (people%26#x002c; processes and technology) involved in the implementation of each change.’ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Change Management – Purpose: One mission%26#x002c; driven by policy%26#x002c; of change management in our organization is to ensure that potential changes to IT service components are reviewed in terms of their efficacy to meet business requirements%26#x002c; and that their impact on service quality is minimized. ‘ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Change Management Risk: We ensure low risk to our business by providing a framework within which those initiating changes may retain accountability for the actual work content.’ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Change Management Risk: We ensure low risk to our business by supporting project management and coordination across projects and departments.’ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Change Management Risk: We ensure low risk to the business by ensuring: the feasibility of all proposed changes%26#x002c; preventing the introduction of changes which represent an unacceptable risk to the reliable delivery of services and finally by preventing the introduction of unauthorized changes. ‘ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Change Management Tracking: All changes are registered and associated with configuration items (both hardware and software) and services affected by%26#x002c; or related to%26#x002c; the change. ‘ type=’radio’ required=’1′ options=’4,3,2,1’/][contact-field label=’Change Management Types: We differentiate between%26#x002c; and have processes defined for%26#x002c; Normal%26#x002c; Standard and Emergency changes.’ type=’radio’ required=’1′ options=’4,3,2,1’/][/contact-form]