Defining the Scope for an IT Service Assessment

March 29th, 2014 | Posted by Don Boylan in Continual Service Improvement

One of the tasks I have coming up is to complete a maturity assessment within our organisation with regards to Service Management.

I am planning to use the CMMI model and the ITIL processes to come up with a questionnaire to pose to key stakeholders.  However, with the customer focused responsibilty of ITIL, a proportion of the audience for this assessment will be within the business rather than IT.

I was wondering if anyone has any tips about how to proceed with this?


You might see if you can query the Incident or Change databases to better define the audience for the surveys.

If you can determine from the Incident database who contacted the Service Desk and their method, you can send out targeted surveys with “Our records indicated that you phoned the Service Desk within the last XX days.” or “Our records indicate that you emailed the Service Desk…”

The Change database can show you who in the organization has requested new functionality from IT.

The signatories on SLA documents or distribution lists for Financial Mgt data will show you who to survey for the customers of IT services.

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