IT Service Management Health Check

Product overview

The service is designed to help your organisation develop its IT service management (ITSM) arrangements in order to meet the requirements of internationally recognised good practice enshrined in ISO 20000, and thereby to identify the actions that are required to meet its short-, medium- and long-term service management targets.

About ISO 20000

ISO 20000-1:2011 is the international standard for IT service management systems (SMS) and is relevant for any type or size of organisation. By creating a service management system (SMS) compliant with ISO 20000, organisations will achieve:

• Greater alignment of IT services with business strategy
• An increased ability to adapt to major organisational change
• Competitive advantage
• The ability to qualify for certain procurement and tendering opportunities.

Health Check consultancy outcomes

• Evaluation of the current service management environment

  A high-level assessment of your organisation’s current service management capability will help to put into context your requirements for a service management system.

• An audit of your current service management arrangements

  ‘Where are we now?’ An assessment of current processes, working practices and capabilities.

• A gap analysis of your current service management capabilities in relation to your targets

  ‘Where do we want to be?’ These objectives could range from an increase in customer satisfaction to achieving accreditation under the internationally recognised standard for IT service management, ISO 20000-1:2011.

• Development of a prioritised action plan

  ‘How do we get there?’ This phase will culminate in a report detailing the strengths and weaknesses of, and potential threats to, your objectives, including a plan to close the gaps between your current service management capability and the targeted position. The executive report will include details of recommended actions, resources and support.