PM Workplace assessment

[Rugbydav]

Hi all hope you can help.

Our Senior Management Team have arranged for a local consultancy firm to undertake an ITIL workplace assessment of 6 key ITIL areas ... Change Management, Incident Management etc.

Problem Management is also on the list.

Has anyone any experience of how this will be performed and give me any tips to prepare for said assessment.

I suppost this is cheating (should I receive any responses) but would like to think that if I have a good idea of what is to be expected I can give the best account of my particualr area.

Thanks

Rugbydav
Prinicpal Problem Manager

[asrilrm]

Hi,

If I understand it right, I would guess that the assessment was meant to do gap analysis by comparing your company's current approach to a discipline with ITIL.
The aim is to improve, not to find who's wrong.
So my suggestion is not to cheat, just be honest. It would make the implementation AND customization a lot easier.

Cheers,
Asril

[Rugbydav]

Asril

Thanks, I new I shouldn't have used the word 'cheat'

I totally agree with being honest

Rugbydav

[MBU]

Hmmm,
If I remember this correctly from all the assessments I made I could expect questioons like ...

When do you start identifying root causes?
How do you identify and document workarounds?
How do you identify trends in "errors/defects/etc." ?
How do you control all of this activities ...

Don't worry, a good assessor gives you a good feeling and does not bother you. And, a REAL GOOD assessor knows within 5 questions if you're cheating.

Enjoy it!

MBU
_________________
Michael B.

"I can't say it'll be better if it changes, but I can say it has to change to be good"
G.C. Lichtenberg (1742 - 1799)

[BorisBear]

They will look at your KPIs and success criteria - "What does success look like".

They will look at the techniques you employ.

They will look at how often you review your own area.

They will look at how you work with other processes/functions.

They will look at perception of your team from a customer and peer perspective.


..........and they will probably borrow your watch and charge you to tell you the time.

[IceCreamMan]

No point in cheating, a gap analysis is being compiled.

you may know all the answers , problem is the organisation needs to know them too.

An organisation that does not talk service management is unlikely to score highly.

Good luck

Cheers