Assessment Workshop Title of the Project (date)

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved2 Agenda Purpose Approach Workshop Guidelines & Scoring Workshop #1 –Incident Management Process –Problem Management Process Workshop #2 –Change Management Process –Release Management Process –Configuration Management Process

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved3 Purpose To obtain an objective evaluation of each of the processes under assessment to be used in identifying strengths and weaknesses as well as a benchmark for future process improvement initiatives

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved4 Approach Facilitator will review the goal and key activities of the process A series of questions will be presented The responses will be based on group consensus (a show of hands) Open discussion will follow The above is repeated for the next process

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved55 Sample Workshop Output Individual Process Assessment   Identifies which aspect of a specific process requires attention   A graphic representation of the health of the individual process   Establishes a baseline Overall Process Assessment   A graphic representation of the health of all assessed processes   Identifies which processes require attention

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved66 Workshop Guidelines If you are not completely sure about an answer, pretend that your answer is prefaced by: –“It is my understanding that…” –“As far as I know…” –“To the best of my knowledge…” Some questions have a supporting question that we will need to stop and answer as well We’ll also capture any relevant comments as we go

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved7 Sample Question 4.Are roles and responsibilities clearly defined for each activity of the process? 1 - Have not been defined 2 - Have been defined but not documented and/or not communicated 3 - Have been defined, documented, and communicated 4 - Consistently reviewed and adapted to meet changing requirements 5 - Benchmarked against other organizations

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved8 What is ITIL Best Practice? Some Process Basics Process Definitions

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved9 What Is ITIL? A set of books –Information Technology Infrastructure Library A framework of best practices –To align IT services with business requirements First Published in 1989, undergoing it’s 3 rd revision right now, underlying processes are still there Originally, intended to be used by the British government to improve Service Management The “What”, not the “How”, although Version 3 is getting more of the “planning” included Public domain, though materials are copyright of the Crown Large following in Europe, taking off in a big way in North America

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved10 ITIL V3 Core Publications

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved11 ITIL V3 Core Publications Service Strategy –Establishes overall strategy for ITSM and IT Services Service Design –Identifies the requirements and then defines the solution that is able to meet those requirements Service Transition –Provide guidance for the development and improvement of capabilities for transitioning new and changed services into operations Service Operation –Provide guidance on achieving effectiveness and efficiency in the delivery and support of services Continual Service Improvement –Responsible for managing improvements to ITSM processes and IT Services

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved12 Inputs The objects or data required to produce the desired outputs Activities The specific steps required to convert inputs to outputs Outputs The desired products or data. May be input to other processes Measurements The activities and metrics to ensure the process meets requirements Process Model Controls The policies and guiding principles defining how the process will operate Governance Continuous Improvement

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved13 Process vs. Procedure A process focuses on the what and the who – –Technology independent – –Cross-departmental – –Business focus A procedure focuses on the how − −Technology specific − −Departmental − −Task focus − −Provides “work instructions” ProcessProcedure

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved14 Other Functional Groups QATechnical Support Service Desk Process vs. Functional Groups Functional Groups ProcessesProcesses... Incident Management Change Management Capacity Management Time tracking Process ….

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved15 ITIL V3 Processes

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved16 Processes Under Consideration Incident Management Problem Management Change Management Etc.

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved17 Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved18 Change Management Process Goal The goal of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization.

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved19 Logging & Filtering Prioritization & Categorization Assessment Approval & Scheduling Building, Testing & Implementing Post-Implementation Review Management Reporting Process Activities

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved20 Goal: Ensure standardized methods & procedures are used –Minimize the risk of changes to the business!!! Request for Change (RFC): Form or screen used to request a change to any CI –May originate from numerous processes Change Advisory Board (CAB): –Provide expert advice Relies on Configuration Management for accurate risk assessments Coordinates the rollout of new Releases Process Keynotes

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved21 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved22 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved23 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved24 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved25 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved26 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved27 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved28 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved29 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved30 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved31 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved32 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved33 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved34 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved35 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved36 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved37 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved38 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved39 Comments: Change Management

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved40 Other Comments about the Process

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved41 Other Processes

Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved42 Q & A

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