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ITIL :: View topic - ITIL Assessments
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ITIL Assessments

 
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Sandy301
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Joined: Dec 05, 2007
Posts: 3

PostPosted: Sun Sep 21, 2008 11:32 pm    Post subject: ITIL Assessments Reply with quote

Hi,

I am looking to learn more about ITIL Assessments? Can someone help me with this?
I would like to know how the assessments are conducted, who will be the participants, what kind of questions to ask and what not to ask, how the questions are asked, how will these be documented, any related information etc. Appreciate your time and help!

Thanks!
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3296
Location: London, UK

PostPosted: Mon Sep 22, 2008 1:22 am    Post subject: Reply with quote

Sandy

ITIL Assessments ?

Are you talking about the self assessments the itSMF (country) has on its web site

or

are you talking about some company that will come in and assess your company against ITIL

If the former, I have seen the forms and they are more of a questionaire - to give you an idea what you have / dont have

if the latter, hmm..

instead of spending the money for some group of flacks to fly in, lfutter about and foam off about failures can be traced to lack of itil standards... (it aint a standard)

spend it on getting staff training at foundation, managers at foundation and manager's certificate etc

and have the in house people examine and change your own organization

ITIL is best practice - what is B.P. for Acme Parts may not exactly match what is B.P. for Ziggy's PC repair

but the concepts...people, process, procedure, policys, inter linking them all is
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Mon Sep 22, 2008 3:18 pm    Post subject: Reply with quote

... or do you mean ISO20000 assessments (i.e. audits)?

Then a trained auditor matches your Service Management System against the clauses of the standard. This is rigorous in the same way as an ISO9001 audit is.

You would not do this lightly, but, just in the way John said, have your staff trained in ITIL, understand and implement measures based on that training; also have someone understand ISO20000, making sure your implementation is complete in regard to the standard and able to guide an auditor through your system, relating it to the standard.

Despite what John says, there may come a stage when it is helpful to get some outside help from a reputable consultancy, but not before you start to at least understand in some detail how ITIL can help you ... and only to achieve clearly defined objectives.
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William Penn 1644-1718
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3296
Location: London, UK

PostPosted: Mon Sep 22, 2008 5:47 pm    Post subject: Reply with quote

ISO20000 audit / assessment is a different kettle of fish from and ITIL Assessment

As ISO20k is a standard, an auditor from a company that does ISO20k would benefit a company seeking ISO20k certification......

But the 16 areas of shalls & shoulds is quite simple

If you have implemented ITIL B.P. [v2(v3) ] into your operational area - incident, problem, change & configuration and release as well as into the operational support and planning area - service level, continuity, capacity, financial and availability, you would be 10/16th on the way in some respects

While i was trying to belittle hiring an external company to tell you that your company sucks at ITIL, it is because.. usually it is quite obvious that your company sucks at ITIL - to the staff and any staff w/ITIL certification.

Hiring a company merely to confirm something - i think - is poor management. If the mgmt of a company thinks the operation IT area is weak in ITIL, use the money to train the staff - instead of hiring a company to tell you 'you suck. now pay us'

ISO 20000 is also very specific in its certification - other threads - way back
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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