Five Steps To Achieve a Successful ITIL Assessment

Presented by

Eric Spiegel, Senior Consultant, Suntiva

About this talk

It is a mistake to believe that having your IT staff complete an ITIL inspired questionnaire will provide a true picture of your current IT processes. Surveys and questionnaires are open to (mis)interpretation by the individual and to personal bias. Instead, to gain the maximum insight into the process improvement with the biggest “bang for the buck”, a guided assessment is a far better approach. Using a structured, facilitated process to interview groups of key IT staff, level-set interpretations, and collect data on the state of service management processes will result in a more accurate assessment that can then be used to prioritize processes to be improved and gain consensus at the team level. The assessment process can also be used to obtain additional “color” around the real state of the organization and the process (e.g. “we have an excellent process; thank goodness I don’t have to follow it” or “they think the process is great, but everybody else hates it”). The assessment interviews reinvigorate the organization and create enthusiasm and buy-in for the process improvement itself.

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