{"id":149,"date":"2014-03-29T15:57:01","date_gmt":"2014-03-29T15:57:01","guid":{"rendered":"http:\/\/itiltopia.com\/?p=149"},"modified":"2014-03-30T16:10:48","modified_gmt":"2014-03-30T16:10:48","slug":"defining-the-audience-for-an-it-service-assessment","status":"publish","type":"post","link":"http:\/\/itiltopia.com\/?p=149","title":{"rendered":"Defining the Scope for an IT Service Assessment"},"content":{"rendered":"<div class=\"source\">From the <a href=\"http:\/\/www.itilcommunity.com\/modules.php?name=Forums&amp;file=viewtopic&amp;t=2962&amp;highlight\">ITIL Community Forum<\/a><\/div>\n<div class=\"question\"><span class=\"label\">Q:<\/span><\/p>\n<p>One of the tasks I have coming up is to complete a maturity assessment within our organisation with regards to Service Management.<\/p>\n<p>I am planning to use the CMMI model and the ITIL processes to come up with a questionnaire to pose to key stakeholders.\u00a0 However, with the customer focused responsibilty of ITIL, a proportion of the audience for this assessment will be within the business rather than IT.<\/p>\n<p>I was wondering if anyone has any tips about how to proceed with this?<\/p>\n<\/div>\n<div class=\"answer\"><span class=\"label\">A:<\/span><\/p>\n<p>You might see if you can query the Incident or Change databases to better define the audience for the surveys.<\/p>\n<p>If you can determine from the Incident database who contacted the Service Desk and their method, you can send out targeted surveys with &#8220;Our records indicated that you phoned the Service Desk within the last XX days.&#8221; or &#8220;Our records indicate that you emailed the Service Desk&#8230;&#8221;<\/p>\n<p>The Change database can show you who in the organization has requested new functionality from IT.<\/p>\n<p>The signatories on SLA documents or distribution lists for Financial Mgt data will show you who to survey for the customers of IT services.\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>From the ITIL Community Forum Q: 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.\u00a0 However, with the customer &hellip;<br \/><a href=\"http:\/\/itiltopia.com\/?p=149\">Read more <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"spay_email":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false},"categories":[14],"tags":[],"jetpack_featured_media_url":"","jetpack_publicize_connections":[],"_links":{"self":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/149"}],"collection":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=149"}],"version-history":[{"count":3,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/149\/revisions"}],"predecessor-version":[{"id":268,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/149\/revisions\/268"}],"wp:attachment":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=149"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=149"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=149"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}