An assessment provides only a snapshot in time of the process environment. As such it does not reflect current business or cultural dynamics and process operational issues. If the decision is to outsource the assessment process, the assessment and maturity framework can be vendor or framework dependent.
ITIL version 3 has been available for almost a year and still has no ITIL Self-Assessment (MS Excel workbook allowing "simple" maturity assessment processes in the IT organization). Although several companies try to fill this gap, but theirs tools aren't free.
Because ITIL has become the dominant framework for ITSM, most assessments will relate to ITIL processes. ITIL has an accompanying model with defined maturity levels, and of course a set of specific questions / statements which are used as the fundamental assessment tool.
The ITIL ® process capability assessment is a common way for organizations to understand the current maturity of the ITIL ® processes. The assessment will provide an independent view of the maturity of the IT service management practices currently employed across the organization.
"actual evidence of performance statistics, customer satisfaction perceptions and costs for analysis" would be great. You won't get those from an ITIL maturity assessment. And the only baseline you get from an ITIL maturity assessment is a vendor proprietary one that reflects the vendor's perception, as you point out.
A maturity model for implementing ITIL V3 in practice is a useful tool to understand how, by the ITIL rules,.. the main phases of developing a maturity assessment model," in: 16th.
PinkSCAN Online supports the assessment team with the following features: • Automated survey and communication distribution • Include any number of supported ITIL processes in an assessment • Allows the administrator to set a target maturity level for each process and perform a gap analysis. IT tools are used in an integrated way to automate the workflow and to improve quality and effectiveness. The level of process maturity is determined by the lowest maturity level of the criteria specified in the following table. Hint: to get a reference on a maturity level or a criterion, just move the cursor over its name.
resources for a repeatable, standard assessment. Several software tools are also available for process assessment, including Navvia and Service Improvement Manager. Each tool determines maturity against ITIL and ISO , and can be used by a consultant or by an experienced internal resource. Both of these software options. An assessment of IT Asset Management, a process poorly covered in ITIL (a footnote in the SACM process), requires a different skill set than an assessment of Release and Deployment Management or Event Management.
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