ITIL Maturity Assessment Report Templates
Download Free ITIL (Information Technology and Infrastructure Library) Maturity Assessment Report Templates. This Template could be used as part of your SOX/Sarbanes Oxley Assessment for IT Readiness
This ITIL Assessment Report focusing on ITIL area such as: Service Desk, Incident Management, Problem Management, Change Management, and Service Level Management. The result of this report which contain observation and finding result explained below, such as:
Service Support Functions and Processes
Service Desk. Score 1.5
Recommendations for improvement:
- Document Service Desk support procedures
- Make the Service Desk the single point of contact for internal IT staff.
- Implement 24×7 phone coverage.
- Improve communication channels using newsletters, e-mails, web content, automated notifications and escalations.
- Upgrade Remedy to version 6.0
- Ensure Service Desk is part of the Change Management process so that the Service Desk is aware of changes that affect customers.
- Provide access to monitoring tools to provide a visual update on servers, switches and routers to alert the Service Desk of degraded or failed services.
Incident Management. Score .5
Recommendations:
- Develop processes, training and tools to support logging of all incidents (specifically password resets, after-hours calls, direct calls to support teams).
- Rework Category, Type, Item (CTI) lists and resolve codes to improve incident classification and reporting
- Enable automatic escalation within Remedy
- Formalize process to move tickets from resolved to closed status (7 day closure).
- Implement audit process.
Problem Management. Score 1
Recommendations:
- Define, document, and implement Problem Management process
- Develop and implement Problem Management processes beginning with urgent problems.
Download: ITIL Maturity Assessment Report Templates
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