IT Service Management Self-assessment Workbook (4th edition)
Self-assessment enables service provider’s commitment to continual improvement in service management processes and services. When used by people who understand the processes being assessed and are objective in their judgments, this workbook will allow a service provider to identify their strengths and weaknesses in comparison with best practices.
This provides input to a plan for improving the service and will ensure that resources are allocated for improvements to those areas that will deliver the most improvement in service quality. Typically this will be the areas where a service provider is weakest.
This workbook has been designed to help organizations assess the effectiveness of their best practice processes for service management. By using the workbook, organizations can get a clearer understanding of how they should improve their service management system.
The workbook can also be used to assess how service management compares with ISO/IEC 20000-1:2012. It includes a general introduction to the standard and how to conduct an assessment or internal audit and covers each clause and process in the standard. These include:
• General requirements for a service management system: management and roles and responsibilities, documentation, governance of processes operated by other parties
• Continual service improvement: management reviews and internal audits
• New and changed services
• Service delivery: service level management, service reporting, service continuity, availability management, budgeting and accounting for services, capacity management, information security management
• Relationship: business relationship management, supplier management
• Resolution: incident and services release management, problem management
• Control: configuration (and asset) management, change management, release and deployment management
About the author
This workbook was developed by service management expert Jenny Dugmore, a specialist with extensive practical experience within in the field. Jenny is the chair of the ISO group responsible for the ISO/IEC 20000 series.
This book provides the reader with insight into the following areas:
• IT service management
• Service level management
• Availability management
• IT service continuity
• Financial management
• Capacity management
• Security management
• Business relationship management
• Supplier management
• Incident management
• Problem management
• Asset and configuration management
• Change management
• Release management