Assessment Tests
IT Service Management Assessment Test

IT Service Management Assessment Test

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Organisation Details

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Questions

Context of the organization
Internal and external stakeholders
Have you identified the internal stakeholders, along with their requirements and painpoints?
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Have you identified the external stakeholders, along with their requirements and painpoints?
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Have you defined the scope of Service Management System?
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Have you identified the services in the scope?
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Have you listed the physical locations as part of the scope?
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Leadership
Organization of ISMS
Have you established Service Management as a function in the organization, and empowered with adequate management responsibility?
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Have you defined the roles and responsibility of Service Management stakeholders?
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Have you established Objectives for Service Management?
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Have you defined Key performance Indicators for Service Management?
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Have you formed an IT Steering Committee / Senior Managers committee to oversee Service Management System?
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Do you plan to have IT Steering committee meeting atleast twice every year?
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Have you documented the Service Management Policy for the organization?
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Is the Service Management Policy approved by the management?
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Have you communicated the High level Service Management policy to all staff in the organization?
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Have you established a roadmap for Service Management?
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Have you assigned the operational responsibility of performing Service Management tasks to various functions? (e.g.: Procurement, Resource Management)
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Have you identified and listed all third parties associated with service delivery?
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Planning
Actions to address risks and opportunities
Have you identified Service Management risks?
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Have you defined and practiced interface with enterprise risk management?
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Do you have a documented procedure detailing risk management?
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Have you identified risk owners for identified risks?
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Do you perform periodic review of logged risks?
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Do you have a statement of applicability?
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Do you have documented risk treatment plans for identified risks?
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Do you have the list of changes associated with mitigated risks?
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Have you marked the CIs associated with changes associated with risks?
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Do you have the evidence of approving the Statement of Applicability?
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Planning
Plan to achieve objectives
Have you identified Key Performance Indicators (KPIs) for Service Management Management?
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have you identified who will be responsible for the achievement of KPIs?
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Have you established a timeline to achieve the objectives?
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Have you created a performance plan to achieve objectives?
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Planning
Plan the Service Management System
Have you established a service management plan?
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Have you identified the stakeholders responsible for each process?
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Support of the Service Management System
Resources
Have you allocated dedicated resources for information?
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Do you have an approved version of Organization chart?
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Have you created an independent division / section to manage Service Management?
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Support of the Service Management System
Competence
Have you identified the competencies required for Service Management?
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Have you created a plan to acquire the above said competencies?
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Do you have a procedure to track the acquisition of identified competencies?
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Do you maintain the evidence of acquiring the competencies e.g.: training attendance, copies of certificates?
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Support of the Service Management System
Awareness
Do you have a policy and plan to conduct Service Management awareness training?
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Do you keep the evidence of providing Service Management training for new joiners?
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Do you store the evidence of providing annual Service Management training to all staff?
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Do you maintain the evidence of awareness training such as attendance of training?
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Support of the Service Management System
Communication
Do you have a policy on communication of Service Management events to various stakeholders?
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Do you have evidence of communicating major incidents to users?
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Support of the Service Management System
Documented information
Do you have an approved process for Service Management documentation management?
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Do you have a defined procedure for managing third party owned documents?
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Do you follow the Classification of documents?
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Do you have a policy for document retention?
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Do you have a policy for the storage of documents?
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Do you follow the version control for documents?
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Have you defined the policy for the approval of documents?
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Do you review the documents on periodic basis, e.g.: yearly?
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Support of the Service Management System
Knowledge
Have you established the process to create knowledge articles?
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Performance Evaluation
Monitoring, measurement, analysis and evaluation
Do you monitor the information systems and create performance reports periodically?
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Do you analyze the performance reports with stakeholders?
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Do you log action items after the analysis?
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Performance Evaluation
Internal Audit
Have you prepared an internal audit plan, to perform internal audit?
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Have you defined the competency required by the auditors assigned for internal audit?
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Do you have a process to validate the competencies of auditors?
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Have you performed Internal audit and created internal audit report?
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Do you maintain a corrective action report to track gaps identified in the audit?
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Have you identified and logged actions taken to mitigate gaps identified during internal audit?
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Performance Evaluation
Management Review
Have you scheduled periodic management review
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Do you prepare Minutes of Meeting, for Management Review
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Have you included the discussion of audit performance as the part of management review agenda?
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Have you included the discussion of feedback from interested parties, as the part of management review agenda?
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Have you included Service Management performance monitoring as an item in the agenda of management review?
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Performance Evaluation
Service Reporting
Do you have a practice of reporting the performance of service management system?
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Does your service reporting include trends.
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Improvement
Continual improvement
Do you track continual improvement initiatives identified by the organization?
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Do you log actions taken on improvement initiatives?
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Do you validate the benefits realized from continual improvement?
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Improvement
Nonconformity and corrective action
Do you plan and log actions taken to mitigate nonconformities?
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Operation of the Service Management System
Operational Planning & Control
Have you implemented the processes required to fulfill service requirements?
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Do you possess a policy for operational planning and control?
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Do you validate the consequences of unintended outcomes from the changes to service management system (SMS)?
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Operation of the Service Management System
Service Portfolio
Have you created a service portfolio for the organization / department?
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Have you documented a procedure to identify and evaluate business needs?
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Do you possess a service catalogue?
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Have you defined the ownership of services?
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Have you defined a process for asset management?
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Do you have an asset inventory / configuration management system?
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Do you perform regular physical audit to validate assets?
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Do you have an automated asset discovery process?
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Operation of the Service Management System
Relationship and Agreement
Have you established point of contacts for business relationship management?
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Do you have a mechanism to respond to new or changed service requirements?
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Do you have procedure to review service performance trends?
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Do you have a process to log and manage complaints?
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Do you perform customer satisfaction survey at regular intervals?
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Do you have SLA with external / internal customers?
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Have you defined service level targets?
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Do you create performance reports for services at planned intervals?
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Do you maintain the list of suppliers?
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Do you prepare documented contracts with suppliers associated with service management?
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Do you monitor and review the SLAs with customers?
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Do you have a procedure to manage the disputes with suppliers?
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Operation of the Service Management System
Supply and Demand
Have you defined a process for budgeting?
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Do you have a process for accounting?
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Do you have a process to review the costs against the budget?
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Do you have a procedure to identify current and future demand for services?
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Do you have a practice to identify capacity requirements related to human, technical, information and financial resources?
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Do you have a forecasting mechanism to identify and plan the capacity to deliver services?
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Do you monitor capacity usage on a periodic basis?
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Operation of the Service Management System
Service design, build and transition
Do you have an approved change management policy?
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Do you have a service desk system where change requests are logged?
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Have you documented a procedure to implement emergency changes?
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Have you constituted a change advisory board to evaluate and approve changes?
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Do you have a process to transition and implement projects, following best practices?
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Do you have a practice of testing services prior to deployment?
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Do you practice acceptance testing by users?
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Do you practice post implementation review, post change deployment?
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Have you defined a policy for release management?
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Have you prepared a release plan to deploy services?
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Do you categorize releases based on the complexity?
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Operation of the Service Management System
Resolution and fulfilment
Do you have an approved incident management policy?
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Do you log incidents in Service Desk?
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Have you defined a process to manage major incidents?
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Have you defined a procedure for escalating incidents?
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Have you defined a methodology to prioritize incidents?
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Have you defined the service request management process for the organization?
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Have you defined a methodology to prioritize service requests?
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Do you log service requests in service desk?
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Have you defined operating procedures to fulfill the service request?
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Have you defined a problem management process for the organization?
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Have you defined a methodology to prioritize problems?
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Do you log problems in service desk?
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Operation of the Service Management System
Service assurance
Have you identified and documented service availability targets?
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Do you have a standard procedure to notify stakeholders on service unavailability?
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Have you identified service continuity requirements for key services?
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Have you defined Recovery Point Objectives and Recovery Time Objectives for services?
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Do you test the service continuity on a periodic basis?
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Have you defined the procedure to invoke service continuity?
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Have you defined an information security management policy for the organization?
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Have you defined information security risk management process for the organization?
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Have you defined a process to manage information security incident?
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Comments (if any)

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