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ITIL Maturity Self-Assesment (High-Level)

The document outlines a high-level ITIL maturity self-assessment framework, covering various IT service management (ITSM) areas such as general maturity, incident management, problem management, change management, service level management, configuration and asset management, service catalog and request fulfillment, knowledge management, continual service improvement, and ITIL governance and compliance. It provides a scoring system to evaluate maturity levels based on the number of affirmative responses, categorizing them into low, moderate, and high maturity. The assessment aims to identify key areas for improvement in ITSM practices.

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53 views3 pages

ITIL Maturity Self-Assesment (High-Level)

The document outlines a high-level ITIL maturity self-assessment framework, covering various IT service management (ITSM) areas such as general maturity, incident management, problem management, change management, service level management, configuration and asset management, service catalog and request fulfillment, knowledge management, continual service improvement, and ITIL governance and compliance. It provides a scoring system to evaluate maturity levels based on the number of affirmative responses, categorizing them into low, moderate, and high maturity. The assessment aims to identify key areas for improvement in ITSM practices.

Uploaded by

GIRISH
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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ITIL Maturity Self-Assessment (High-Level)

1. General ITSM Maturity

1. Is there a documented ITSM strategy aligned with business objectives?

2. Are ITSM roles and responsibilities formally defined and assigned?

3. Is IT service performance reviewed regularly by management?

4. Are ITSM processes reviewed for continuous improvement?

5. Do you have a structured approach to measuring ITSM maturity?

2. Incident Management

6. Is there a formal incident management process in place?

7. Are incidents categorized and prioritized based on impact and urgency?

8. Is incident resolution time tracked and monitored?

9. Are trends in recurring incidents analyzed for root causes?

10. Is there an escalation process for major incidents?

3. Problem Management

11. Do you have a documented problem management process?

12. Are problems identified through incident trend analysis?

13. Are root cause analyses conducted for major problems?

14. Is there a known error database (KEDB) maintained?

15. Are problem resolution processes documented and communicated?

4. Change Management

16. Do you have a structured change management process?

17. Are all changes logged and tracked systematically?

18. Is a Change Advisory Board (CAB) in place to review and approve changes?

19. Are change success and failure rates measured?

20. Are emergency changes handled with a formal process?

5. Service Level Management

21. Do you have documented Service Level Agreements (SLAs)?

22. Are SLA performance metrics regularly reviewed and reported?

23. Are customer satisfaction levels measured against SLAs?

24. Is there a process for negotiating and updating SLAs?


25. Are penalties or incentives linked to SLA performance?

6. Configuration & Asset Management

26. Is a Configuration Management Database (CMDB) maintained?

27. Are IT assets tracked and updated regularly?

28. Is there a process for ensuring accurate configuration data?

29. Do you perform regular audits on IT assets and configurations?

30. Are asset lifecycle stages managed effectively?

7. Service Catalog & Request Fulfillment

31. Is there a published service catalog for users?

32. Are service requests tracked through a structured process?

33. Are request fulfillment times monitored and optimized?

34. Are self-service options available for common requests?

35. Is service request feedback collected from users?

8. Knowledge Management

36. Is IT knowledge centrally documented and accessible?

37. Are knowledge articles reviewed and updated regularly?

38. Do IT teams use a knowledge base for troubleshooting?

39. Is knowledge-sharing encouraged within IT teams?

40. Are users provided with self-help resources?

9. Continual Service Improvement (CSI)

41. Do you have a CSI process for ongoing ITSM improvement?

42. Are ITSM improvement opportunities identified regularly?

43. Are ITSM metrics analyzed for performance trends?

44. Are lessons learned from past incidents or changes documented?

45. Do stakeholders contribute to the ITSM improvement process?

10. ITIL Governance & Compliance

46. Is ITSM compliance reviewed against industry standards (e.g., ISO 20000)?

47. Are IT processes periodically audited for compliance?

48. Is there a defined governance framework for ITSM?

49. Are security and risk management integrated into ITSM?


50. Is there an executive sponsor for ITSM governance?

Scoring and Interpretation:

 0 – 20 Yes answers: Low maturity (Ad hoc processes, limited structure)

 21 – 35 Yes answers: Moderate maturity (Defined processes, some automation)

 36 – 50 Yes answers: High maturity (Optimized processes, continuous improvement)

This assessment provides an indicative ITIL maturity score and helps identify key areas for
improvement. Let me know if you’d like additional details or refinements!

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