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SMS - Modern Service Management | Assessment
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Do you have a documented and published ITSM vision for how your IT Services are designed, supported, maintained & enhanced?
Yes
Yes, but not formalised or published
No
How well do you think everyone within IT understands the ITSM Vision?
Very clearly understood
Somewhat understood
Not understood
Do you have a published(tangible) ITSM strategy for how your IT Services are supported? / maintained / enhanced?
Yes
It's understood, but not formalised.
No
How well do you think everyone within IT understands the ITSM Strategy?
Very clearly understood
Somewhat understood
Not understood
What percentage of your current IT Services offered to the business align to your ITSM strategy?
80%+
50 -79%
0-49%
Do you capture/receive feedback from customers?
Yes
Sometimes
No
How would you rate the current Service Experiences received by your customers?
High
Ok
Low
What best describes the focus on ensuring Service Experiences (culture) are well considered within your IT Teams?
Every new initiate/project service starts with understanding the customer experience.
We focus on making sure the technology works before considering the Service Experience
Consideration to Service Experiences is not well understood or adopted within our team.
What's the best description of your organisations Process Culture
Processes are well defined and used all the time across all areas of our organisation.
Some processes are defined and used occasionally across most areas of our organisation.
We may have some processes define; they are seldom used across all areas of our organisation.
How would you describe your organisations approach to automation?
Overall, teams are always seeking and building out opportunities to automate processes and optimise manual task handling.
Our organisation takes opportunities to automate and optimise manual task handling occasionally.
Our organisation is not really proactively seeking opportunities to automate and optimise opportunities to optimise manual task handling.
What percentage of IT Demand is captured through digital forms with built in workflows to direct demand to the appropriate teams for action?
67%+
34-66%
0-33%
Assuming you have an ITSM Platform, How would you describe the use of your ITSM Platform?
We see our ITSM Technology Platform as a Single System of Record, we are constantly refining it to underpin strategic initiatives, drive operational optimisation and underpin Service Experiences
We see our ITSM Technology Platform as a strategic platform, it’s working, however we haven’t really obtained the most from it so far.
We see ITSM Platform primarily as a ticketing tool that helps us manage queries, incidents and or customer requests.
Overall, How would you describe the current operational/Service Delivery relationship with your IT Service Providers?
Very Well, Service provider performance is clearly articulated and reported on. Our Service Providers understand our vision and strategy and partner with our organisation to drive improvement and innovation.
Ok, While Service Provider performance is not explicitly clear they seem support our Services fairly well.
Overall, there is a sense that service providers are underperforming and it's difficult to understand their overall performance.
How would you describe your organisations culture to ensuring appropriate Governance, Controls & Insights.
Overall Governance, controls and Insights are acknowledged as important are often a key outcome of our overall Vision and Strategy. This is reflected as a key consideration to our operations and strategic initiatives.
Overall, most people are aware of Governance, controls, and Insights, however they are often not a key consideration or priority within our day to day operations and strategic initiatives.
Governance, controls, and insights are important for us to meet our annual audit and compliance requirements
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