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Assessment Questionnaire

Service Improvement Manager has been designed to facilitate detailed and comprehensive assessments based upon leading IT standards such as ISO/IEC 20000 for Service Management.

The assessment is comprised of 650 questions across all major process areas and ensures that a proper in-depth analysis of your Service Management capability levels can be accurately determined. Its format and structure is based upon formal process assessment standards and the experience of consultants and auditors operating across a variety of industry sectors and geographical boundaries.

Evidence

When an assessment is performed by internal or external consultants and auditors, a detailed analysis of suitable evidence to support an ISO/IEC 20000 compliance audit must be gathered and properly reviewed.

SIM allows the details of these documents and records used as part of the assessment to be formally recorded and tracked. This information, along with the rest of the SIM self-assessment data may then be provided to the third-party auditor engaged to perform a formal compliance audit.

Roles & Responsibilities

Service Improvement Manager provides the ability to define all key roles and responsibilities for each of the process areas. Appropriately recording these details for important resources such as process owners, managers, the leadership team and other staff allows for tasks and activities to be assigned to individuals or teams and tracked over time.

Automated Task Creation

Another key feature that sets Service Improvement Manager apart from all other tools is the means by which it automatically creates tasks based upon your responses to the assessment questionnaire. We have developed a sophisticated processing algorithm to analyse specific assessment responses and process interrelationships in order to determine and prioritise the set of activities to be performed next.

Following the completion of your first assessment, the tasks provided may be used in conjunction with the variety of compliance and capability/maturity reports to develop a detailed project plan to manage your ongoing service improvement initiatives.

Baseline and Benchmark Reporting

Unlike most other consultant-led IT Service Management assessments, Service Improvement Manager takes you several steps further with the generation of a variety of reports that may be used to analyse the current and future compliance and capability/maturity of your key process areas. Reports include the following:

• Compliance: Level of compliance to international standards
• Capability/Maturity: Standards-based & general maturity models
• Service Improvement Targets: Short, medium and long-term
• Continual Improvement: Review the Plan-Do-Check-Act cycle
• Benchmark Data: Compare yourself to other service providers