One of my followers recently asked about approaches to
performing an organizational ITSM assessment.
I’ve summarized some of his questions:
1. While
surveys, interviews and workshops are assessment methods, would focused
interviews with individuals pertinent to the process being assessed be a good
approach?
2. Should
my final assessment score for a process be an average of several people’s
maturity level ratings on that process?
3. Should
my assessment only include participants who are directly involved with that
process?
Assessments should take a well-rounded approach to gathering
information, input and feedback. It’s
not a one-size-fits-all. If you have the
ability to conduct one-on-one interviews with key stakeholders, that’s a great
way to encourage dialogue through open-ended questions. While the results may not be as measurable as
some other assessment techniques, interviews provide the unique opportunity for
deeper probing and follow-up. Surveys
and workshops also have a place in assessment – they are excellent vehicles for
getting input from large and diverse groups of stakeholders. Like any good recipe, an ITSM assessment
should include different ingredients.
A well-rounded approach should also include engaging a large
cross-section of stakeholders from the business and IT. Each will touch the process in a different way
– some may execute or contribute to process activities, some may be recipients
or customers of the process, others may be observers of the process results. The more perspective that you can garner
during the assessment, the better.
As for scoring, I would suggest that the narrative is more
important than the number. Appendix H of
the Service Design publication explains ITIL’s Process Maturity Framework. While the levels are numeric, the descriptors
are not assigned a value. This approach encourages
the assessor to focus more on what’s happening with the process and less on
what score to assign. Process
maturity is not an exact science, but it can be an invaluable asset when
performing an ITSM assessment.
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