Baselining & Benchmarking

An essential element of successful ITIL®  implementation is the ability to determine where you are now; where you need to be; and to measure your progress from one state to another. The Sysop SMART-View baselining service provides for exactly this.

SMART-View is a semi-automated mechanism to gather and analyse information relating to an organisations’ performance in IT service management against an ITIL® “best practice” performance level.

Service Management Surveys

Along with face to face interviews with key staff, a series of probing surveys are used to gather information about the levels of delivered IT service; the perceived effectiveness of those services; and the business trends that will serve to influence the service demand in the future.

The analysis of these surveys taken together with the provision of other more conventional IT service management metrics provide a snapshot measurement of the organisation’s compliance with ITIL ® recommended “best practice”.

Not all people within an organisation experience IT service provision in quite the same way. SMART-View surveys are individually tailored to match these differing experiences providing a survey that takes account of the diversity of job function. Tools are provided to enable the survey administrator control which personnel receive which elements of the survey and to track the completion progress.

The surveys are distributed using the organisation’s internal email linked to the Sysop SMART-View extranet.

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