An essential element of successful ITIL adoption 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 baselining service provides for exactly this.
Our Maturity Assessment surveys are led by an expert Sysop consultant who will gather and analyse information relating to an organisations’ performance in IT service management against an ITIL® “best practice” performance level.
Sysop have developed over a thousand questions specifically aimed at trying to establish how aligned an organisations practices are to each of the ITIL processes within scope of the assessment.
We use these questions to conduct a series of structured interviews and workshops with key stakeholders 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.
We can then break this down in order to identify the systems, processes and structures that are in place with our experienced consultant able to compare against industry best practice. We can then ultimately derive a maturity score for each process within scope in order to establish a baseline.
The baseline is presented in a report which includes supporting text in order to provide context to the data. Improvement initiatives are then considered and documented in a Service Improvement Plan with particular focus on priority areas and quick-wins.