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ITIL :: View topic - Request Fulllfilment process assessment
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Request Fulllfilment process assessment

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Senior Itiler

Joined: May 27, 2005
Posts: 79
Location: Madrid-Spain

PostPosted: Tue Aug 31, 2010 11:38 pm    Post subject: Request Fulllfilment process assessment Reply with quote

Hi all

Do you know about any set of questions to evaluate request fullfilment ITIL V3 process maturity?

This process is new in ITIL V3, and the official OGC Self-assessment for ITIL V2 does not deal with this process. And also this process does not appear in ISO20.000 so I cannot the self-assessment ISO20000 to audit this process

Any help will be great!

Kind Regards from Madrid
Javier G. Arcal
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Senior Itiler

Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Thu Sep 02, 2010 11:23 pm    Post subject: Reply with quote

Define and document your requirements of a request fulfilment process, probably including purpose, objectives, controls and activities and then audit against that documentation.

I doubt if there is a shortcut available, but you can start with fairly skeletal requrements and build depth through improverment processes.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Senior Itiler

Joined: Mar 10, 2008
Posts: 403
Location: Sunderland

PostPosted: Thu Oct 07, 2010 10:12 pm    Post subject: Reply with quote

If you're evaluating process maturity it would probably be better to draw on something like CMMI which assesses criteria like:

* Is there a clear process
* Do all stakeholders understand the process
* Is the process documented
* Do the existing tools support the process
* Does the process fit with other similar processes
* Are management committed to the process
* Does the process have metrics and measures of success

You get the idea
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