Joined: May 27, 2005 Posts: 79 Location: Madrid-Spain
Posted: Tue Aug 31, 2010 11:38 pm Post subject: Request Fulllfilment process assessment
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
Joined: Mar 04, 2008 Posts: 1884 Location: Newcastle-under-Lyme
Posted: Thu Sep 02, 2010 11:23 pm Post subject:
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
Joined: Mar 10, 2008 Posts: 402 Location: Sunderland
Posted: Thu Oct 07, 2010 10:12 pm Post subject:
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
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