Overview

Manta’s approach to ITIL Assessments consists of the following elements:

• An objective analysis of the current state documentation and process execution
• Insight and detailed outline of each process, including a maturity assessment of the surveyed service management processes as compared to the ITIL Best Practice Framework
• High-level recommendations on the basis of how the IT service may be improved or more closely resemble best practices aligned to business requirements

The focus of the assessment is on performing a gap analysis of the current processes compared against the best practices described by ITIL. The output from the analysis is a set of recommendations for improvement activities. The assessment targets the internal organization and execution of service management processes, workflows, and procedures used within the IT organization. The processes are assessed on the basis of their execution across organizational boundaries.

As part of the assessment activities, an overall maturity rating is provided for each of the in-scope processes. This snapshot/baseline rating forms the basis by which future process improvement initiatives can be measured (i.e. are future maturity assessments demonstrating incremental improvements over the existing baseline?).

Manta uses a progressive maturity scale based on CMMi (Carnegie Mellon - Software Engineering Institute: Capability Maturity Model Integration). The maturity model provides for six levels of maturity ranging from 0-Non-Existant through to 5-Optimized, allowing for a consistent and repeatable method of reporting process maturity.

Approach

Manta provides a two person team of Senior Consultants to perform the assessment. The activities undertaken by the consultants include:

• Documentation Gathering and Review
• Facilitate and Document Participant Interviews
• Perform Tool Assessment and Evaluation of Tool Data and Information
• Report Assessment and Evaluation
• Documentation and Presentation of Results

The interviews are approximately 1 hour long and attended by 1-3 people, with the in depth process assessment interviews being exclusively one on one. The agenda for each interview consist of:

• Review Interview Purpose and Goals
• Review process narrative with Participant
• Complete Assessment Questionnaire with Participant
• Identification of supporting documents and artifacts for review
• Follow Up Questions

With the aid of the Manta's internal tools and standardized questionnaires, Manta consultants conduct the interviews with both Management and Front Line Staff.

Deliverables

The final deliverable is a report which contains the following sections:

• Analysis of current state documentation
• Analysis of current state of process execution including process description
• Review of maturity model
• Detailed outline of each process including a maturity assessment for each of the processes based on a documentation review and feedback from questionnaires
• High level recommendations & roadmap