SNXT Process Assessment

ITIL Assessment Assessment Questionnaire Ver.

Date

Change

Changes Performed By

V5

Initial

V6 25- Ja Jan-13

Updated with SAM details 1*Updated with AM details 2* !hanged 4(rmatting 3* .e#iew (4 SA!M &'esti(ns t( rem(#e d'pliate Updated AM &'esti(nnaire &'esti(nnaire with As80e, As80e, pr(ess areas9 re#i re#iew ewed ed and and $nal $nali% i%ed ed the the &'es &'esti ti(n (nna nair ire e .e$ned str't're &'esti(ns additi(n (4 :eightage :eightage t( &'esti(ns &'esti(ns  et* All pr(esses he0p(ints are re#iewed re#iewed  re#ised as part (4 &'esti(nnaire lean'p e;erise* e;erise* Mapped ris0s 4r(m 4r(m .is0 (<e

V7 2-Apr-13 V

23rd April 13

V" 25th 25th Apri Aprill 11-Sep-13 V1) 29th April 2014

V1)*3

ITIL Team Sharada  Vathsala  Jigna

V11

ITIL Team Sharada

Jigna Sharada Vathsala S!

Sharada

Sharada ITIL Team

Sharada

JignaS'dha0ar Vathsala = Te/inder

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Changes Approved By

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ITIL Processes Assessment ITIL Process Compliance Availability Management Change Management Event Management Incident Management Major incident Management Problem Management

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Compliance  0 0 0 0 0 0


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Compliance  0 0 0 0 0 0

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Event Management Process

Sr No.

Assessment Questions

A. Overall Process 1 @( ,(' ha#e an e#ent management pr(ess de$ned 2 Are the s(pe and (B/eti#es (4 the pr(ess learl, de$ned @(es the e#ent management pr(ess (#er m(nit(ring (4 3 B(th appliati(ns and in4ra !Is @( ,(' ha#e a designated r(le 8IT Cperati(ns Manager9 4(r + e#ent management identi$ed 4(r the a('nt


Date : Ref. To SO !""""

*1 *1 *1

Event Management Process

Sr No.


A. Overall Process 1 @( ,(' ha#e an e#ent management pr(ess de$ned 2 Are the s(pe and (B/eti#es (4 the pr(ess learl, de$ned @(es the e#ent management pr(ess (#er m(nit(ring (4 3 B(th appliati(ns and in4ra !Is @( ,(' ha#e a designated r(le 8IT Cperati(ns Manager9 4(r + e#ent management identi$ed 4(r the a('nt 5 @( ,(' 4(ll(w the de$ned pr(ess 6 Are th(se per4(rming the pr(ess aware (4 h(w t( d( s( 7 Are the tas0s within the pr(ess d('mented Is e#er,(ne in the team trained (n ITIL 8at least the  pr(esses in s(pe9 Is the per4(rmane (4 the pr(ess meas'red against spei$ " targets and e, er4(rmane Indiat(rs 1)


*1 *1 *1

*1 *1 *1

@(es the pr(ess ha#e a (ntin'al ser#ie impr(#ement pr(gram B, whih de$ienies in the pr(ess are identi$ed and impr(#ements implemented

B. Event Management Tool 1 @( ,(' ha#e a t((l8s9 4(r e#ent m(nit(ring Are all !is 8pr(d'ti(n9 Being m(nit(red B, the e#ent 2 m(nit(ring t((l8s9 !an the e#ent management t((l (relate e#ents 4r(m 3 m'ltiple m(nit(rig t((lsD!is @(es the t((l 4ailitate (n$g'ring and m(nit(ring + thresh(lds 5 @(es the t((l 4ailitate the $ltering (4 e#ents 6 @(es the t((l 4ailitate pri(riti%ati(n 8a't(9 (4 e#ents @(es the t((l ta0e neessar, (n$g'red ati(ns Based (n 7 e#ent t,pe  @(es the t((l 4ailitate Sel4-heal " @(es the t((l help in trend anal,sis @(es the E#ent Management T((l integrated with the 1) Inident management r(Blem Management and !hange management T((l C. Event Management Process 1

Are e#ents tra0ed and m(nit(red in an, 4(rm 8man'alDa't(mated9

*1

2 3 + 5 6 7  " 1) 11 12 13 1+ 15 16 17 1 1" 2) 21 22 23 2+

Are an, (4 the ritial !is (r ser#ies Being m(nit(red man'all, Are e#ents ateg(ri%ed and pri(riti%ed Are e#ents tagged t( !Is @( ,(' anal,%e e#ents and trends Are ,(' pr(ati#el, aess the e#ents t( arrest 4't're inidents Are e#ent l(gs 'sed t( anal,%e and manage the per4(rmane (4 !is Are neessar, res('res all(ated 4(r per4(rming the ati#ities (4 e#ent mgmt* @( ,(' ha#e a rep(sit(r, 8l(g $les dataBase et*9 (4 all re(rded e#ents @( ,(' peri(diall, 'pdate the rep(sit(r, Is the rep(sit(r, aessed 4(r anal,sis Are the SLAs signed 4(r this pr(ess Are all e#ents managed in a(rdane with the de$niti(ns in the SLA Are all the e#ents n(tied rep(rted and w(r0ed 'p(n @( ,(' tra0 planned e#ents Is there a matri; t( den(teDidenti4, signi$ane (4 e#ents Are an, e#ent rep(rted 4(r the !Is that are n(t in 'se In ase (4 e#ents rep(rted 4(r the !Is that are n(t in 'se is a hange re&'est raised t( rem(#e the !I Are there an, (rreti#eDpre#enti#e ati(n ta0en against the re(rded e#ent @( ,(' m(nit(r the 4re&'en, (4 e#ents in the a('nt Are there instanes when e#ents are esalated t( the higher management Are ati(ns initiated t( rem(#e 'nwanted alerts Are ati(ns per4(rmed against eah e#ent re(rded as (rreti#e (r pre#enti#e e#ent management res'lted in impr(#ed ser#ie le#els and a#ailaBilit,

D. Ot#ers 1

@(es e#ent management w(r0 l(sel, with Inident Management

2

@(es e#ent management w(r0 l(sel, with pr(Blem management

3

@(es e#ent management w(r0 l(sel, with hange management

E. Re$orting @( ,(' generate e#ent management rep(rts as agreed in SL A 1 2 @( ,(' rep(rt (n trends (4 e#ents 3 @( ,(' rep(rt (n B'siness impat (4 e#ents %. T O$erations &Event' Manager

1

@( ,(' generate e#ent management rep(rts and share the same with respeti#e sta0eh(lders

3

@( ,(' m(nit(r the eFeti#eness (4 e#ent management pr(ess a#e ,(' identi$ed an, (pp(rt'nit, t( impr(#e the e#ent management pr(ess

+

@( ,(' dri#e the e<ien, and eFeti#eness (4 e#ent management pr(ess

5

a#e all E#ent Management iss'es raised B, the 'st(mer l(sed B, the IT CpsDE#ent Manager

6

@( ,(' reg'larl, and pr(ati#el, per4(rm trend anal,sis and pr(#ide trend anal,sis rep(rt t( respeti#e sta0eh(lders

7

@( ,(' ens're &'alit, (4 'pdate 4(r ati(ns against a e#ent l(gged

2

(. Best $ractices ) tem$lates an* $rocess o+ner *etails 1

est praties and templates 'sed 4(r EM pr(ess

2

apt're pr(ess (wner details al(ng with attained ITIL erti$ati(n details (r as appliaBle and U !G details

Res$on*ents Name : Role : Ris, Office

CMM S-C

ntervie+ee Res$onse

eig#t &"/0/!/1'  3 3 3 2 2 2 2 2 2 1

2 3 2 2 2 2 2 2 2 1

3

2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 1 2 1

2 2 1

2 2 1

2 2 1 2 2 2 1

NA NA

Process Com$liance: Rating &"/".3/0' R

"2 Score &4R'

0 0 0 0 0 0 0 0 0

0

0 0 0 0 0 0 0

) 0 0

0

Strengt#s

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0

0 0 0

0 0 0 0 0 0 0

NA

NA

NA

NA

O$$ortunities for m$rovement

Com$laince56es/Partiall7/NO &Partiall7 8 No are NC'

Re9uest %ulfillment Assessment

Sr No.


Ref. To SO !""""

Process Com$liance &SR%':

Res$on*ents Name : Role :

Date :

Ris, Office

CMM S-C


eig#t &"/0/!/1' 

"2

Rating &"/".3/0' R

Score &4R'

Process Com$liance &Access Management': Strengt#s

"2


Com$laince5 6es/Partiall7/NO &Partiall7 8 No are NC'

A. Overall Process 1

@( ,(' ha#e a .e&'est G'l$llment pr(ess de$ned

2 3 + 5 6

Are the s(pe and (B/eti#es (4 the pr(ess learl, de$ned Are the re&'est 4'l$llment ati#ities per4(rmed per de$ned pr(ess Are th(se per4(rming the pr(ess aware (4 h(w t( d( s( Are the 'st(mers and end 'sers (4 the pr(ess aware (4 it and (n4(rming t( it Are the tas0s within the pr(ess d('mented Is e#er, team memBer aware (4 the (nepts (4 inident ser#ie re&'est pr(Blem et* Is e#er,(ne in the team trained (n .e&'est G'l$llment r(ess Is the per4(rmane (4 the pr(ess meas'red against spei$ targets and e, er4(rmane Indiat(rs

7  "

Are 'sers (4 the pr(ess reg'larl, s'r#e,ed t( meas're 'st(mer satis4ati(n with the pr(ess

1)

I. 3*1 S@ 3*1 .EHM S1*1 I. S2*2 I. 2*5 .EHM S1*1 I. 3*1

)

)

6)

13

0

2

2

0 0 0 0 0

I. 2*5

2

0

I. 2*5

3

0

MA S2*1

2

0

2

0

MA S2*2

2

0

: S2*6

2

0

I.  2*3 S@ S2*1

2

0

I.  2*3

1

0

I. 2*5

3

0

I.  2*5

3

0

3 3 3

#)

@(es the pr(ess ha#e a (ntin'al ser#ie impr(#ement pr(gram B, whih de$ienies in the pr(ess are identi$ed and impr(#ements implemented Are ('r pe(ple and als( the Users aware (4 wh( t( (ntat 4(r what

11

2

B. Re9uest %ulfillment Tool 1

@( ,(' ha#e a t((l 4(r re&'est 4'l$llment @(es this t((l s'pp(rt IMM and !hange Mgmt ati#ities I4 n(t @( ,(' ha#e a separate t((l integrated with re&'est 4'l$llment t((l Are pe(ple trained (n all the t((ls 8('rs and 'st(mers9 Is the de$ned pr(ess and t((l pr(perl, aligned 8All asp ets (4 pr(ess m'st Be implemented in the t((l9

2 3 +

C. Access Management Sr No.


Ref. To SO !""""

1 Aess (ntr(l p(li, de$ned and a#ailaBle 2 Aess (ntr(l matri; is a#ailaBle and 'pdated 3 Aess (ntr(l #alidated at de#ie le#el 8Sampling9 + Aess (ntr(l #alidati(n 4re&'en, 5 Aess (ntr(l r(le Based segregati(n 6 Aess (ntr(l K test de#el(pment and pr(d'ti(n ser#er 7 !(mm(n id 'sage  Same pri#ileges a#ailaBle (n @e# D Test D r(d en#ir(nments " Is pri#ilege segregati(n a#ailaBle as part 4( Aess !(ntr(l (li, 1) Is (mm(n I@ 'sed 4(r all hanges

Ris, Office

es es es es es es

D. Best $ractices ) tem$lates an* $rocess o+ner *etails 1 est praties and templates 'sed 4(r IM pr(ess 2

ntervie+ee Res$onse !M 2*1 !M S1*2 !M S1*2 !M S1*2 !M S1*2 !M S1*2 !M S1*2

Rating &"/".3/0' R

Score &4R' Strengt#s

O$$ortunities for Strengt#s m$rovement

>A >A >A >A >A >A >A

I. 3*2

apt're inident manager details al(ng with attained ITIL erti$ati(n details (r as appliaBle



Sr No.

eig#t &"/0/!/1'  2 2 3 3 3 3 3 3 3 3


$e%ise& 'ersion (')* + +

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Sr No.


0 NA 0 20)1 .



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eig#t &"/0/!/1' 

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nci*ent Management Process

Sr No.



@( ,(' ha#e an inident management pr(ess with s(pe and (B/eti#es (4 the pr(ess learl, de$ned

2

:hat is the s(pe (4 the IM pr(ess 8is the same pr(ess (nsistentl, 4(ll(wed ar(ss t(wers eg* In4ra and apps tehn(l(g, t(wers 9

3

@( ,(' ha#e a Inident Manager identi$ed 4(r the a('nt

$e%ise& 'ersion (')* + +

nci*ent Management Process

Sr No.



@( ,(' ha#e an inident management pr(ess with s(pe and (B/eti#es (4 the pr(ess learl, de$ned

2

:hat is the s(pe (4 the IM pr(ess 8is the same pr(ess (nsistentl, 4(ll(wed ar(ss t(wers eg* In4ra and apps tehn(l(g, t(wers 9

3

@( ,(' ha#e a Inident Manager identi$ed 4(r the a('nt

+

Are th(se per4(rming the pr(ess are trained and aware (4 h(w t( d( s( :hat is the 'rrent le#el (4 U!G inident management team is h(lding whether the r(les and resp(nsiBilites are de$ned 4(r IM team 8 rating is pr(#ided Based (n the answers gi#en 9

5 6 7

Is e#er, team memBer aware (4 the (nepts (4 inident ser#ie re&'est pr(Blem et* Is the team is trained (n ITIL 8 Eg* MS 1)1 ITIL V3 4('ndati(n 9 Are pr(ess Is as per (ntrat and the Is de$ned internall, and are Being meas'red

B. nci*ent Management Tool 1

:hat is the mehanism t( d( the inident management  is this t((l Based (r man'al Is the de$ned pr(ess and t((l pr(perl, aligned 8All aspets (4 pr(ess m'st Be implemented in the t((l9

2

@( ,(' 4(ll(w the same pr(ess (n$g'red in t((l and are the, an, man'all, managed pr(ess8 reas(n 4(r mana'l pr(ess and gi#e the rating ar(dingl,9

3

r(ess de$ned in the E@ is same as pr(ess has Been (n$g'red in t((l* I4 n(t what is the reas(n 

+

:hether inident m(d'le has inter4ae D integrati(n with (ther pr(esses in the t((l8 !(n$g management  SLM and e#ent management 9

5

@( ,(' ha#e single inident-l(gging t((l 4(r the entire IT (rganisati(n

6

Are pe(ple trained (n all the t((ls 8('rs and 'st(mers i4 appliaBle9

7

Are alerts (n$g'red 4(r all s,stems 8(r (nl, 4(r ritial (nes9 i4 n(t d(es man'al m(nit(ring happen religi('sl, (r n(



Are inidents Being l(ggedDrep(rted B, a't(mated alerts 4r(m m(nit(ring t((ls

C. nci*ent Detection 8 Recor*ing 1 2

:hether the inidents are Being l(gged as per the m(des de$ned in the E@ and (ntrat Is e#er, inident re(rded and gi#en a 'ni&'e re4erene n'mBer

3

@(es the ser#ie des0 (llate rele#ant mandat(r, 'serDinident details

+

Are the inidents Being (rretl, pri(riti%ing Based (n Impat and Urgen, agreed with the 'st(mer and same has Been d('mented in E@ Is this same as per t((l

5

Are inidents Being tagged (r mapped t( !Is

6

Are inidents and Ser#ie re&'ests learl, identi$ed with('t an, (n4'si(n Is the de$niti(n (4 S. = Inident has Been learl, de$ned and d('mented and team is aware (4 the diFerene

D. nci*ent Classification 8 nitial Su$$ort 1

Is the !ateg(r,  T,pe = Item str't're are de$ned appr(priatel, and implemented in t((l

2

:hether the !TIs are eFeti#el, 'sed 8he0 4(r rele#ane and 4(r 'n'sed !TIs9

3

+

Are there missing !TIs Is there an, 4re&'en, t( re#iew the !TI and 'pdated reg'larl,9 (mpeten, (4 the staF9 Is ti0et h(pping anal,sed 8wh, what h(w and ati(n ta0en9 in ase ti0et h(ps is the S@ in4(rmed (4 wh( it sh('ld g( t(

5

@( ,(' per4(rm inident mathing 8similar inident ti0ets9 and h(w this Be handled and res(l#ed

6

Are the s,mpt(ms (4 inidents (mpared t( a E@ t( identi4, a w(r0ar('nd :hat is the mehanism 4(ll(wed t( esalate t( ne;t le#el

7

In ase i4 a 4'nti(nal esalati(n8eg* L1 t( L29 is re&'ired then d( ,(' d('ment details (4 the ati#ities that ,(' ha#e per4(rmed and ,('r diagn(sis

E. nvestigation 8 Diagnosis 1

I4 a ti0et Bel(ngs t( a #end(r are the #end(r details al(ng with time stamp apt'red in the inident l(gs

2

i4 a ti0et is assigned t( a #end(r d( ,(' 4(ll(w 'p with the #end(r @( ,(' miss an, SLAs (wing t( Vend(r res(l#ing ti0ets @( ,(' ha#e a #end(rD:ipr( agreements 8U!s9

3 + 5

6 7

In ase (4 3rd part, #end(rs d( we ha#e an Underpinning !(ntrat 8U!9 with all #end(rs and are all (4 these U!s m(re stringent than SLA I4 #end(rs managed B, :ipr( then this is (mp'ls(r, Are all ('r #end(rs tehniall, trainedD(mpetent t( res(l#e inidents Are all ('r #end(rs s'<ientl, staFed at all l(ati(ns

"

Is ti0et 'pdate d(ne pr(perl, 8ati(ns and res(l'ti(n sh('ld Be detailed9

1)

Are man, ti0ets 0ept in pending stat's 8he0 whether it is needed t( Be 0ept in that stat's9* Vend(r ti0ets stat's als( t( Be he0ed and same is apt'red as pending in E@ als( t( Be he0ed !he0 (n the list (4 inidents pending stat's pr(ess in E@

%. Resolution 8 Recover7 @( ,('8res(l#er Inident Manager9 (ntriB'te t( the Base 1 in reating SC  Standard instr'ti(n 2

Are inidents res'lting in hanges tied appr(priatel, in the ti0eting t((l inident is Been tied with Base artile

3

:hether the ti0et stat's (de has Been appr(priatel, set Be4(re l(s're (4 the inident 8Eg* Gr(m pending t( res(l#ed9

+

@( ,(' #alidate that res(l'ti(n (des entered in the ti0et 4(r res(l'ti(n math at'al s(l'ti(n8 Base (r E@ re4erene (des has Been re(rded in the ti0et l(g9

(. nci*ent Closure 1

@'ring inident l(s're d( ,(' s'mmarise a'se 8ti0et s'mmar,9 (4 the inident84ree te;t9

2

@( ,(' appl, 3-stri0e r'le8 (r as per the n'mBer (4 stri0es agreed with 'st(mer9 4(r inident l(s're 8res(l'ti(n in t((l9 in ase ,(' d( n(t get a 'ser (n$rmati(n

3

Are the, ase (4 re(pening (4 ti0ets what is (nd't the  (4are(pened ti0ets a m(nthl, Basis  @( ,(' ti0et !SAT a4ter(n l(s're (4 inident ti0et

+ 5

Is the a#erage ti0et !SAT greater than + 4(r sale (4 5 and greater than 6 4(r sale (4 7

6

!TI Veri$ati(n details 'pdated in t((l i4 rele#ant Be4(re l(s're (4 the ti0et

7

Is there a (nitD(n4'si(n aB('t wh( sh('ld l(se the ti0et when m'ltiple res(l#er gr('ps are in#(l#ed in the res(l'ti(n8Eg* S@  L2 L3 gr('ps9

. Ot#ers 1

Are all teams s'<eentl, staFed and res('res are ha#ing the s0ill le#elin line with SC:

2

(w eFeti#e is the n(wledge Management aspet 8'sage (ntriB'ti(n t( M et* 9 in the a('nt Is the Base 'pdated B, all gr('ps and 'sage rep(rted reg'larl, @(es S@ D .es(l#er gr('p re4er t( the 0n(wledge Base D

3 +

E@ D an, (ther dataBase t( he0 i4 s(l'ti(n alread, e;ists

5

@( ,(' 'pdate the E@ D 0n(wledge Base 4(r all NnewN inidents (ne the res(l'ti(n is pr(#ided

6

Are SMT@s Being maintained at a plae aessiBle t( all and 'pdated peri(diall, as per need Are pe(ple 'sing SMT@s Are S0ills matri; training r(ster et* present

7  "

Are e#er, (ne aware (4 In4(rmati(n se'rit, p(liies and h(w t( handle In4( Se'rit, iss'es

1)

Is the ti0et a'dit Being d(ne 8in#estigati(n diagn(sis and res(l'ti(n steps9

11

i4 a ti0et is waiting 4(r a 'ser resp(nse d( ,(' 4(ll(w 'p reg'larl, with the 'ser

12

Is e#er, (ne aware and 4(ll(w the VIs ti0et handling pr(ess pr(ed'res i4 appliaBle Are there= an, Ser#ie Le#el Targets that ha#e Been Breahed

13

1+ 15 16

17

1

Is the entire team 8all t(wers9 aware (4 the resp(nse SLAs Is the entire team 8all t(wers9 aware (4 the res(l'ti(n SLAs Is peri(di (mm'niati(n regarding pr(gress (4 ti0et res(l'ti(n 84(r all ti0et pri(rit,9 made in a(rdane with the g'idelinesD(mmitment wrt 'ser (mm'niati(n Are inident pri(rities 'pgradedDd(wngraded (4ten 8with('t the (nsent (4 the User9 Cr #isa #ersa when 'ser as0ing 4(r inrease in pri(rit, B't n(t res(l#ed B, res(l#er  whether s'h disp'tes are handled and dis'ssed d'ring management steering meetings and appr(priate ati(ns ta0en  8wai#e (F SLA i4 appialBe :hether all the team memBers are MS 1)1 (mpliant and ha#e leared the e;am

. Re$orting 1

Are all (mmitted rep(rts generated and shared with rele#ant sta0eh(lders as per the (mmitment

;. nci*ent Manager 1 2 3

@(es Inident Manager m(nit(r the eFeti#eness (4 inident management pr(ess #ia Is @( ,(' ha#e a (ntin'al ser#ie impr(#ement pr(gram B, whih de$ienies in the pr(ess are identi$ed and impr(#ements implemented @( ,(' he0 &'alit, (4 the ti0et 'pdate is g((d

+

@( ,(' ens're that ati(ns are ta0en (n the ti0et a'dit $ndings a#e all Inident Management iss'es raised B, the

5

'st(mer d'ring !SAT s'r#e, l(sed B, the Inident Manager

. Best $ractices ) tem$lates an* $rocess o+ner *etails 1

est praties and templates 'sed 4(r IM pr(ess

2

apt're inident manager details al(ng with attained ITIL erti$ati(n details (r as appliaBle

Date :

Artifacts to c#ec, 5a**itional information

Ref. To SO !""""

1* E@ 2* SC: 3* SCS +* ITSM

*1

E@DS(:- h(w man, t(wers are in s(pe

*1

1* SC:- .=. 2* r(gram (# str't're

1*Training .e(rdsDM(M (r alendar in#ite (4 training sessi(ns

1*Training .e(rdsDM(M (r alendar in#ite (4 training sessi(ns Training re(rdDs0ill matri; 1* SLA dashB(ard 2* I rep(rts

*1

*1

he0 the t((l (n the s,stem he0 i4 the Gl(w is E@ is in s,n with t((l

1* map E@ with ti0et (w in t((l 2* !he0 rep(rts as de$ned in E@ SC:

*1

1*E@ 2* Ser#ie Management T((l - inident M(d'le

*1

!he0 t((l - inident lin0age with !I r(Blem ti0et

he0 the t((l (n the s,stem Training re(rdDs0ill matri;

m(nit(ring t((ls

!he0 4(r inidetn l(gged B, a't( alerts

!he0 4(r 'ni&'e ti0et Id

*1

!he0 'pdates in t((ls i4 all $elds are $lled pr(perl, End 'ser (mpliants d'e t( h(pping (4 ti0ets Bea'se (4 'na#ailaBilit, (4 in4(rmati(n re&'ired t( res(l#e the inidents Impat and 'rgen, taBle in E@ = t((l

*1

!he0 is !I mapped in t((l

*1

E@DSC: !he0 ti0et d'mpDl(g 4(r an, wr(ng lassi$ati(n

!he0 the $elds in t((l

E@DSC: and T((l misr('ting (4 the ti0et*- re(rd E@DSC: and T((l misr('ting (4 the ti0et*- re(rd

Ti0et h(pping data

.e4er t( similar ti0et l(gs D parent hild relati(n E@ 'sageDhits* *1

*1 !he0 .e(rds (n T((l

Ti0et 'pdatesD>(tes in the t((l Ti0et 'pdatesD>(tes in the t((l SLA rep(rtDAnal,[email protected]:S.DMS. U!sDSC:D:S.DMS. S(wDUs

Vend(r (ntat details Ti0et 'pdatesD>(tes in the t((l ist(rial ti0et d'mp

IMD!M in the t((l

Ti0et l(g

*1

Ti0et S'mmar, !he0 4(r the pr(ess in E@ and ti0et l(gs 4r(m pending t( res(l#ed t( l(s're as per agreed stri0es  An, 'ser (mplaints (n l(s're (4 ti0ets aBr'ptl, with('t res(l'ti(n re(pen dataDTi0et a'dit data !SATD@SATDSLA rep(rts !SAT anal,sis

E@DS(:

S(wDTraining re(rdDs0ill matri; 0m 'sage initiati#es

*1 E@ 'pdates SMT@ in netD sharep(int Training re(rdDs0ill matri; Training re(rdDs0ill matri;DSC Ti0et a'dit rep(rt Ti0et 'pdatesD>(tes in the t((l S(wDE@DTraining re(rds SLA rep(rtDAnal,[email protected]:S.DMS.

*1

i4 SLA rep(rt shared with team in an, 4(r'm i4 SLA rep(rt shared with team in an, 4(r'm

*1 *1

Ti0et stat's 'pdate D l(s're (mm'niati(ns mails !'st(mer eslati(n rep(rts (n inident d(wngrade !(ntrat 4(r s'h la'ses (4 inident d(wngrade

S(wDE@D:S.DMS.

SLA rep(rtDI rep(rt Anal,[email protected]:S.DMS.

Impr(#ement pr(gramsDplan Ti0et a'dit rep(rt Ati(n ta0en (n ti0et a'dit rep(rt Ati(n tra0erDM(M 4(r !SAT anal,sis

*1


CMM S-C

I. 3*1

I. S1*1 I. 2*3

I. 2*5

I. 2*5 I. 2*5 STSM S2*1 MA S2*1

I. S1*2

I. S1*2 I. S1*1 I. S1*1


I. S1*2 I. 2*5

es es

I. S1*2

I. S2*1

I. S2*1 I. S2*1 I. S2*2

es es

I. S2*1 I. S2*1 I. S 1*1

I. S1*2 I. S1*2 I. S1*2

I. S2*+

I. S2*3 I. S2*2

I. S2*2

SAM S2*1 SAM S2*1 I. S2*+ SAM S1*3 es es

SAM S1*3

: S2*5 SAM 2*3 I. S2*+

I. S2*+

I. 3*2 I. S2*2 I. S2*+ I. S2*3 I. S2*+

I. S2*+

I. S2*+

I. S2*5 I. S2*5

I. S2*5 I. S2*+

es es

I. 2*5 I. 3*2 I. 3*2 I. S2*3 I. S2*+ I. 3*2

es es es es

I. S2*5

es

I. S2*+

I. 2*5

I. S2*5

I. S2*+ I. S3*2 HA S2*1 I. S2*2 I. S2*+

I. S3*2

Process Com$liance: eig#t &"/0/!/1' 

"2 Rating &"/".3/0' R

Score &4R'

3

0

2

0

2

0

3

0

2

0

2

0

1

0

1

0

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0

2

0

2

0

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0

0

1

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3

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2

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6

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

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2

0

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Criticalit7

Strengt#s

Mandat(r,

Mandat(r, Mandat(r,

@esriaBle

Mandat(r, @esriaBle Mandat(r, )

Mandat(r,

Mandat(r, Mandat(r, Mandat(r,

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Ma
Sr No.

Ref. To SO !""""


Ris, Office



Rating &"/".3/0' R

"2

Score &4R'


Strengt#s


A. Overall Process

1

Is the Ser#ie des0 trained t( identi4, ma/(r inidents and h(w aware is the team aB('t signi$ane (4 Ma/(r Inidents

3

@( ,(' ha#e Ma/(r Inident Manager identi$ed 4(r the a('nt Is the de$niti(n (4 a Ma/(r Inident dis'ssed and agreed with the !'st(mer

+

All are Ma/(r inidents handled a(rding t( a d('mented pr(ed're 8inl'ding esalati(ns9

2

3

0

)

3

)

)

3

)

)

2

)

)

3

)

3 3

) )

2

)



@( ,(' (nd't a re#iew meeting a4ter the ma/(r inident is res(l#ed @( ,(' reate a MI. and send the same t( sta0eh(lders Is the pr(Blem manager part (4 the MI pr(ess as the r(Blem Management pr(ess e#er Been triggered in ase the s(l'ti(n pr(#ided was a w(r0 ar('nd

"

@(es the (mm'niati(n happen d'ring an MI as agreed with the 'st(mer

2

)

Is the entire (mm'niati(n Being sentDd(ne B, (ne pers(n and n(t (niting messagesDgarBled messages

3

0

5 6 7

1) 11 12

Is &'alit, (4 ma/(r inident rep(rt &'esti(ned an,time OOI4 appliaBlePP Are Is 4(r the pr(ess de$ned

1

)

2 3)

) )

3

0

0

B. Ma
@( ,(' generate ma/(r inident management rep(rts as agreed with the 'st(mer

2 3

@( ,(' m(nit(r the eFeti#eness (4 ma/(r inident management pr(ess #ia Is (w d( ,(' dri#e the pr(ess adherene OO!he0 (wPP

+ 5

6)2

es

@( ,(' ha#e a (ntin'al ser#ie impr(#ement pr(gram B, whih de$ienies in the pr(ess are identi$ed and impr(#ements implemented

6

@( ,(' ens're that &'alit, (4 the ti0et 'pdate is g((d @( ,(' ens're that all (nerned sta0eh(lder 4(r a ma/(r inident are in#(l#ed d'ring in ident res(l'ti(n

7

In ase i4 res(l'ti(n (4 ma/(r inident re&'ires a hange d( ,(' raise the emergen, hange re&'est



Are all Ma/(r Inident Management iss'es raised B, the 'st(mer d'ring !SAT s'r#e, l(sed

"

@( ,(' ens're that ati(ns are ta0en (n the ma/(r inident ti0et a'dit $ndings

#)

3

)

3

)

3

)

2

)

3

)

2

)

1

)

3

)

23

)

1.

0

0

C.Best $ractices ) tem$lates an* $rocess o+ner *etails 

!(llet Best praties and templates

2

apt're Ma/(r inident manager details al(ng with attained ITIL erti$ati(n details (r as appliaBle


Pro=lem Management Process

Sr No.

$e%ise& 'ersion (')* + +

Page 6. o! "#


Date : Artifacts to c#ec, 5a**itional information


Ref. To Ris, SO Office !""""

CMM S-C


Process Com$liance:

"2 Rating &"/".3/0' R

eig#t &"/0/!/1' 

Score &4R'


Strengt#s

A. Overall Process Is the team aware (4 r(Blem management 8M9 as a pr(ess and its s(pe in general

-E@ -SC:

@( ,(' ha#e a d('mented r(Blem Management pr(ess 8E@9 @(es the E@ (ntain lear list (4 all ati#ities t( Be arried ('t d'ring the M pr(ess li4e,le li0e raise pr(Blem re(rd assign pr(Blem per4(rm .!A 'pdated E@ et* as per (ntrat s(pe

-E@ -SC:

+

1* @( ,(' ha#e a r(Blem manager identi$ed 4(r the a('nt 2* Is the r(Blem Manager trained (n the r(Blem Mgmt tehni&'es 85:h,s Gish B(neet*9 3* :hih le#el (4 U!G is the pr(Blem manager erti$ed*

-E@ -SC: - Team str't're - SM - E#idene (n TrainingD !erti$ati(ns

5

IS there an, 'st(mer (mpliant (n pr(Blem management eFeti#eness

- Min'tes (4 MeetingDMails 4r(m 'st(mer - M(nthl, rep(rts

1 2 3

-E@ -SC:

I. 2*3

.

0

*2

I. 3*1

.

0

*2

I. 3*1

.

0

I. 2*3

.

0

2 /

B. Pro=lem Management Activities Are pr(Blem re(rds raised in an ITSM t((l

0 0

- E@ - SM - ITSM t((l - r(Blem re(rds - M(nthl, rep(rts

I. S2*1

.

0

2

- r(Blem re(rds - Inident .e(rds - ITSM t((l

I. 2*5

.

0

3


I. S3*1

.

0

- r(Blem re(rds - Inident .e(rds - ITSM t((lD !M@ t((l integrati(n

I. S3*1

.

0

- r(Blem .e(rds - ITSM t((l

I. S3*1

2

0

I. S3*1

.

0

1

Is the team aware (4 t ,ing inidents t( pr(Blems

+ 5

6

Is the e;isiting pr(Blem ti0et stat's is re#iewed Be4(re l(gging similar pr(Blem ti0et Is e#er, pr(Blem re(rd mapped t( a impated !I I4 n(  what is the reas(n Are pr(Blems ateg(ri%ed a(rding t( t,pe and item

Is the pr(Blem ti0et reated 4(r inidents where w(r0 ar('nd 4r(m E@ is n(t a#ailaBle8irrespeti#e (4 pri(rit,9* Is there a standard .!A template

7

- E@ - ITSM t((l - r(Blem .e(rd - Inident .e(rd

*2

- .!A template - E@ -SM

I. S3*1

2

0



Are all res(l#er gr('ps trained (n .!A tehni&'es And what is the tehni&'e Being 4(ll(wed and e#idenes 4(r its - Training .e(rd eFeti#eness

I. 2*5



0

"

Are all .!As p'Blished as per the (ntrat time lines SLADI per4(rmane - he0 4(r the Is ass(iated 4(r timelines (4 .!A rep(rt adherene

I. S3*2

.

0

I. S3*2



0

I. 3*2

2

0

1)

11

- .!A ageing rep(rt - .!A rep(rt - r(Blem .e(rd

:h( re#iews and appr(#es .!A B, a designated a'th(ri%ed* - .!A rep(rt :h( tra0s the !AA ati(ns and what is the stat's (4 !AA - r(Blem .e(rd ati(n !AA ati(n tra0er Is e#er, 0n(wn err(r 'pdated in the E@ - E@ - ITSM t((l - E@ - SM I. .ep(rt

*2

)



Sr No.





CMM S-C

Process Com$liance:


"2 Rating &"/".3/0' R

eig#t &"/0/!/1' 

Score &4R'


Strengt#s


A. Overall Process Is the team aware (4 r(Blem management 8M9 as a pr(ess and its s(pe in general

-E@ -SC:

@( ,(' ha#e a d('mented r(Blem Management pr(ess 8E@9 @(es the E@ (ntain lear list (4 all ati#ities t( Be arried ('t d'ring the M pr(ess li4e,le li0e raise pr(Blem re(rd assign pr(Blem per4(rm .!A 'pdated E@ et* as per (ntrat s(pe

-E@ -SC:

+

1* @( ,(' ha#e a r(Blem manager identi$ed 4(r the a('nt 2* Is the r(Blem Manager trained (n the r(Blem Mgmt tehni&'es 85:h,s Gish B(neet*9 3* :hih le#el (4 U!G is the pr(Blem manager erti$ed*

-E@ -SC: - Team str't're - SM - E#idene (n TrainingD !erti$ati(ns

5

IS there an, 'st(mer (mpliant (n pr(Blem management eFeti#eness

- Min'tes (4 MeetingDMails 4r(m 'st(mer - M(nthl, rep(rts

1 2 3

-E@ -SC:

I. 2*3

.

0

*2

I. 3*1

.

0

*2

I. 3*1

.

0

I. 2*3

.

0

2

0

/

B. Pro=lem Management Activities Are pr(Blem re(rds raised in an ITSM t((l

- E@ - SM - ITSM t((l - r(Blem re(rds - M(nthl, rep(rts

I. S2*1

.

0

2


I. 2*5

.

0

3


I. S3*1

.

0

- r(Blem re(rds - Inident .e(rds - ITSM t((lD !M@ t((l integrati(n

I. S3*1

.

0

- r(Blem .e(rds - ITSM t((l

I. S3*1

2

0

I. S3*1

.

0

1

Is the team aware (4 t ,ing inidents t( pr(Blems

+ 5

6

Is the e;isiting pr(Blem ti0et stat's is re#iewed Be4(re l(gging similar pr(Blem ti0et Is e#er, pr(Blem re(rd mapped t( a impated !I I4 n(  what is the reas(n Are pr(Blems ateg(ri%ed a(rding t( t,pe and item

Is the pr(Blem ti0et reated 4(r inidents where w(r0 ar('nd 4r(m E@ is n(t a#ailaBle8irrespeti#e (4 pri(rit,9* Is there a standard .!A template

7

- E@ - ITSM t((l - r(Blem .e(rd - Inident .e(rd

*2

- .!A template - E@ -SM

I. S3*1

2

0



Are all res(l#er gr('ps trained (n .!A tehni&'es And what is the tehni&'e Being 4(ll(wed and e#idenes 4(r its - Training .e(rd eFeti#eness

I. 2*5



0

"

Are all .!As p'Blished as per the (ntrat time lines SLADI per4(rmane - he0 4(r the Is ass(iated 4(r timelines (4 .!A rep(rt adherene

I. S3*2

.

0

I. S3*2



0

I. 3*2

2

0

1)

11

12

- .!A ageing rep(rt - .!A rep(rt - r(Blem .e(rd

:h( re#iews and appr(#es .!A B, a designated a'th(ri%ed* - .!A rep(rt :h( tra0s the !AA ati(ns and what is the stat's (4 !AA - r(Blem .e(rd ati(n !AA ati(n tra0er Is e#er, 0n(wn err(r 'pdated in the E@ - E@ - ITSM t((l - E@ - SM I. .ep(rt d( ,(' re#iew I. and l(g pr(Blem ti0ets 4(r the 4ailed hanges and r(ll Ba0 s'ess4'll,

*2

)

0

I. S3*3

0

26

)

)

C. Proactive Pro=lem Management 1

a#e ,(' identi$ed single p(ints (4 4ail're 8t( a#(id p(tential pr(Blems9 B, 'sing appr(priate tehni&'es li0e GMEA

- E@ - SM - r(Blem .e(rds -GMEA .e#iew (4 pr(Blem rep(rts and MIM rep(rts

2

@( ,(' anal,se 1 inidents and the s(l'ti(n pr(#ided t( l(se 1 inidents @( ,(' anal,se h(w pr(ati#el, we an a#(id s'h inidents in 4't're B, pr(ati#el, l(gging pr(Blem ti0et

3

a#e e#ents 8alerts n(ti$ati(ns warning per4(rmane and - E#ent .e(rds 84r(m m(nit(ring t ((l9 e;epti(n rep(rts et* - Gr(m m(nit(ring t((ls9 Been - r(Blem .e(rd anal,sed t( pr(ati#el, identi4, p(tential pr(Blems - ITSM t((l

+

Are ,(' d(ing repeat inident D trend anal,sis anal,sis 4(r p(tential pr(Blems 

es

I. S3*1

.

I. S3*1

- Inident .e(rd - r(Blem .e(rd -Trend anal,sis -repeat inident re(rds

0

I. S3*1

2

0

I. S3*1

.

0



Sr No.

5

6


0

$e%ise& 'ersion (')* + +

Page 6/ o! "#



:hen an, pr(d'ti(n release  whether the release team pr(ati#e r(Blem re(rd reati(n Based (n will in4(rm the pr(Blem manager 4(r the antiipated iss'e  antiipated release related iss'es* and in the e#ent (4 iss'es r(Blem Manager will pr(ati#el, reate pr(Blem ti0et 4(r the pr(ati#e pr(Blem anal,sis * - !A pr(ess - !A min'tes (4 meeting IS the pr(Blem manager 'pdated the stat's (4 the hanges - !hange .e(rd raised thr('gh pr(Blem management 4(r - Test .ep(rts w(r0ar('ndDpermanent $;


CMM S-C


Process Com$liance:

"2 Rating &"/".3/0' R

eig#t &"/0/!/1' 

Score &4R'

I. S3*2

0

I. S3*3

0

7

@(es pr(Blem manager reei#e the GS! 8as p art (4 !hange Management9 as per the hange wind(w ,le 8T( pre#ent 4't're iss'es (wing t( lash in hanges9 - M Ati#it, - !hange Shed'le

I. S3*2

.

0



@(es M d(es 'pdated in the 4ail'es (4 the path management ati#ities

I. S3*1

2

0

"

a#e there Been an, reent B'rst (4 inidents 4(r an, 'ne;plained reas(n

I. S3*1

.

- EmailsDMailers (n pathes installed es

) )

16 D. Re$orts 1 @( ,(' meas're n'mBer (r  (4 re'rring inidents I rep(rts 4r(m ITSM t((l >(* (4 pr(Blems res(l#ed and n(* (4 inidents red'ed as a 2 res'lt I rep(rts 4r(m ITSM t((l 3 >(* (4 .G!s raised as a res'lt (4 pr(Blem anal,sis !hange Management rep(rts I rep(rts + >'mBer (4 r(ati#e pr(Blem ti0ets raised I rep(rts 4r(m ITSM t((l >(* (4 n(wn Err(r re(rds raised Vs >(* (4 pr(Blem ti0ets 5 reated I rep(rts 4r(m ITSM t((l 6 >(* (4 .!A Vs >(* (4 pr(Blem ti0ets reated I rep(rts 4r(m ITSM t((l 3PIs + I rep(rts 4r(m ITSM t((l r(Blem Ti0ets l(sed within d'e date >'mBer (4 inidents l(sed re4erring t( E@DM >'mBer (4 Inidents 4(r an (pen pr(Blem re(rd 7 >'mBer (4 inidents red'ed 4r(m last m(nth pr(Blem ti0et l(sed >'mBer (4 pr(ati#e r(Blem Ti0ets l(gged >(*(4 reati#e r(Blem Ti0ets l(gged >'mBer (4 .G!s raised as a res'lt (4 pr(Blem ti0et

*2

I. S3*1

2

0

I. S3*1 .EHM S1*3 I. S2*1

2

0

2 2

0 0

I. S3*1

2

0

I. S3*1

.

0

. . 2

0 0 0 0

. 2 2 2 .0

0 0 0 0 0

6

0

E.Best $ractices ) tem$lates an* $rocess o+ner *etails 

est praties and templates 4(ll(wed t( Be (lleted

2

apt're r(Blem manager details al(ng with attained ITIL erti$ati(n details (r as appliaBle

I. 3*2


Strengt#s

NA NA

)

0



Sr No.

5

6




:hen an, pr(d'ti(n release  whether the release team pr(ati#e r(Blem re(rd reati(n Based (n will in4(rm the pr(Blem manager 4(r the antiipated iss'e  antiipated release related iss'es* and in the e#ent (4 iss'es r(Blem Manager will pr(ati#el, reate pr(Blem ti0et 4(r the pr(ati#e pr(Blem anal,sis * - !A pr(ess - !A min'tes (4 meeting IS the pr(Blem manager 'pdated the stat's (4 the hanges - !hange .e(rd raised thr('gh pr(Blem management 4(r - Test .ep(rts w(r0ar('ndDpermanent $;


CMM S-C

Process Com$liance:


"2 Rating &"/".3/0' R

eig#t &"/0/!/1' 

Score &4R'

I. S3*2

0

I. S3*3

0

7

@(es pr(Blem manager reei#e the GS! 8as p art (4 !hange Management9 as per the hange wind(w ,le 8T( pre#ent 4't're iss'es (wing t( lash in hanges9 - M Ati#it, - !hange Shed'le

I. S3*2

.

0



@(es M d(es 'pdated in the 4ail'es (4 the path management ati#ities

I. S3*1

2

0

"

a#e there Been an, reent B'rst (4 inidents 4(r an, 'ne;plained reas(n

I. S3*1

.

- EmailsDMailers (n pathes installed es

) )

16 D. Re$orts 1 @( ,(' meas're n'mBer (r  (4 re'rring inidents I rep(rts 4r(m ITSM t((l >(* (4 pr(Blems res(l#ed and n(* (4 inidents red'ed as a 2 res'lt I rep(rts 4r(m ITSM t((l 3 >(* (4 .G!s raised as a res'lt (4 pr(Blem anal,sis !hange Management rep(rts I rep(rts + >'mBer (4 r(ati#e pr(Blem ti0ets raised I rep(rts 4r(m ITSM t((l >(* (4 n(wn Err(r re(rds raised Vs >(* (4 pr(Blem ti0ets 5 reated I rep(rts 4r(m ITSM t((l 6 >(* (4 .!A Vs >(* (4 pr(Blem ti0ets reated I rep(rts 4r(m ITSM t((l 3PIs + I rep(rts 4r(m ITSM t((l r(Blem Ti0ets l(sed within d'e date >'mBer (4 inidents l(sed re4erring t( E@DM >'mBer (4 Inidents 4(r an (pen pr(Blem re(rd 7 >'mBer (4 inidents red'ed 4r(m last m(nth pr(Blem ti0et l(sed >'mBer (4 pr(ati#e r(Blem Ti0ets l(gged >(*(4 reati#e r(Blem Ti0ets l(gged >'mBer (4 .G!s raised as a res'lt (4 pr(Blem ti0et

*2

I. S3*1

2

0

I. S3*1 .EHM S1*3 I. S2*1

2

0

2 2

0 0

I. S3*1

2

0

I. S3*1

.

0


Strengt#s

. . 2

0 0 0 0

. 2 2 2 .0

0 0 0 0 0

6

0


)

0

E.Best $ractices ) tem$lates an* $rocess o+ner *etails 

est praties and templates 4(ll(wed t( Be (lleted

2

apt're r(Blem manager details al(ng with attained ITIL erti$ati(n details (r as appliaBle

I. 3*2

NA


C#ange Management Process

Sr No.



2

@( ,(' ha#e a d('mented hange management pr(ess8E@9 with learl, de$ned p(liies (B/eti#es s(pe ati#itiesDtas0s Is the de$niti(n (4 Emergen, !hange d('mented inl'ding the pr(ed're t( manage Emergen, hanges and agreed with 'st(mer 


Date : Artifacts to c#ec, 5a**itional information * 2* SC: 3* SCS

3

Is the single integrated pr(ess Being 4(ll(wed ar(ss ge(graphies D (r as per the appliaBilit, *

+

@( ,(' ha#e a !hange Manager identi$ed 4(r the a('nt

1* SC:- .=. 2* r(gram (# str't're 3* Q!C rep(rt +* Team str't're rep(rt (4 the pr(/et 5* SM

5

Is that diFerent hange t,pes are appliaBle and de$ned* Eg* Standard n(rmal ma/(r  min(r emergen, t,pes (4 hanges*

6

Is e#er,(ne in the team trained (n MS1)1 D ITIL 8at least the pr(esses in s(pe9

7

Is the Is de$ned and d('mented  i4 ,es Is the per4(rmane (4 the pr(ess meas'red against Is

"

$e%ise& 'ersion (')*

Page 61 o! "#

1* E@ 2* SC: 3* SCS +* ITSM



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2

@( ,(' ha#e a d('mented hange management pr(ess8E@9 with learl, de$ned p(liies (B/eti#es s(pe ati#itiesDtas0s Is the de$niti(n (4 Emergen, !hange d('mented inl'ding the pr(ed're t( manage Emergen, hanges and agreed with 'st(mer 

Artifacts to c#ec, 5a**itional information * 2* SC: 3* SCS

3

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5

Is that diFerent hange t,pes are appliaBle and de$ned* Eg* Standard n(rmal ma/(r  min(r emergen, t,pes (4 hanges*

6

Is e#er,(ne in the team trained (n MS1)1 D ITIL 8at least the pr(esses in s(pe9

7

Is the Is de$ned and d('mented  i4 ,es Is the per4(rmane (4 the pr(ess meas'red against Is

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Are hanges Being ateg(ri%ed int(R OOn(rmal hanges standard = Emergen, hangesPP is these Being #eri4ed B, !hange Manager*

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7

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Are iss'es arising ('t (4 <> changes9 Is e#er, hange that g(es t( pr(d'ti(n appr(#ed Are all hanges in the (rganisati(n g(ing t( thr('gh !hange Management pr(ess Is there an, tenden, t( r('te m(st (4 the hanges in <> ,o&e to a%oi& the appro%al process (any ,is:se o! sai& change type !o:n&*9 Is impat anal,sis a mandat(r, aspet (4 !hange re&'est 8inl'ding Ma/(r impat (n ser#ies9 8Sh('ld Be d('mented9 @( ,(' anal,%e the impat (4 a hange t( a !I 8ser#ie9 (n (ther !is !I 8ser#ies9 8Sh('ld Be d('mented9

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Are (ther !hanges Being re#iewed t( (ptimi%e the shed'ling and implementati(n (4 the 'rrent !hange Are all hanges sent t( the !A memBers pri(r t( the !A meeting 4(r them t( g( thr('gh @( all the sta0eh(lders attend the !A meeting Is hange e#al'ati(n d(ne th(r('ghl, B, the !ADTAD!! Is pr(Blem manager in#(l#ed in !As t( e#al'ate hanges whih g( t( pr(d'ti(n t( p re#ent iss'es 4r(m happening later Are all testing ati#ities d(ne r(B'stl, Are test res'lts attahed t( the !.s

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Sr No.




6

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7

Are hanges lassi$ed as Ma/(rDMin(r Based (n impat (n ser#ies

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Are iss'es arising ('t (4 <> changes9 Is e#er, hange that g(es t( pr(d'ti(n appr(#ed Are all hanges in the (rganisati(n g(ing t( thr('gh !hange Management pr(ess Is there an, tenden, t( r('te m(st (4 the hanges in <> ,o&e to a%oi& the appro%al process (any ,is:se o! sai& change type !o:n&*9 Is impat anal,sis a mandat(r, aspet (4 !hange re&'est 8inl'ding Ma/(r impat (n ser#ies9 8Sh('ld Be d('mented9 @( ,(' anal,%e the impat (4 a hange t( a !I 8ser#ie9 (n (ther !is !I 8ser#ies9 8Sh('ld Be d('mented9

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21

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22 23

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26

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27

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Are p(st implementati(n test res'lts shared with hange manager


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Is (st Implementati(n .e#iew 8I.9 (nd'ted peri(diall, as deidedD(mmitted t( 'st(mer Are I. meetings attended B, all the identi$ed pe(ple

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Are the meas'red eFets (4 the hange Being (mpared with the desired eFets in (rder t( deide whether the hange has met its (B/eti#es

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0

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Are the reas(ns 4 (r hange 4 ail're in#estigated re(rded and e#al'ated Are agreed ati(ns ta0en 8.!A d(ne9

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@(es !hange management (Btain in4(rmati(n 4r(m the Ser#ie @es0 (r res(l#er gr('p (nerning inidents and alls relating t( hange :hether the relati(nship Between inident has Been estaBlished with .G!

2

@(es !hange management e;hange in4(rmati(n with 1* Ser#ie Le#el Management regarding p(tential hange impat (n ser#ie le#el agreements 2*Ser#ie @es0 4(r n(ti$ati(n (4 hange pr(gress release (4 hange shed'le 3*'siness !(ntin'it, Management 4(r assessing impat (4 hange (n (ntingen, plans +*!apait, Management regarding per4(rmane and apait, iss'es relating t( hange

3

@(es !hange management e;hange in4(rmati(n with .G! lin0age with !I !(n$g'rati(n Management regarding hange pr(gress Asset registr, hange l(s're hange impat assessment (n (n$g'rati(n !M@ items 

ITSM T((l - inident ti0et relati(nship with .G!

.

0

.

0

2

0



(. Re$orts Are all (mmitted rep(rts generated and shared with rele#ant sta0eh(lders as per the (mmitment 4r(m  (ntrat 

:ee0l, m(nthl, rep(rts

0

. .

0

. C#ange Manager 1

2

:hether the Is ha#e Been de$ned as per (ntrat  @( ,(' m(nit(r the eFeti#eness (4 hange management pr(ess #ia Is and rep(rted @( ,(' ha#e a (ntin'al ser#ie impr(#ement pr(gram B, whih de$ienies in the pr(ess are identi$ed and impr(#ements implemented8!he0 (n E@ 4(r latest

0

0

I rep(rts

.

0

!SI plan = E@

.

0

0




Sr No.




Ref. To SO !""""

Ris, Office

CMM S-C


"2 Rating &"/".3/0' R

eig#t &"/0/!/1' 

Score &4R'

27

Is !M@ 'pdated a4ter !hange implementati(n

!M@ .e(rd

")2

C5 7P.)2 C5 P .)2

2

2

Is a !hange re&'est raised and impat assessed when a ser#ie is de(mmissi(nedDtrans4erred

1* .GS! 2* !hange impat assessment

")2

C5 7P.)2



0

2"

Are !ritialit, 2 and 3 hanges e;e'ted B, L1 res('res

.

0 0

8es #.

Strengt#s



0

0

E. C#ange Closure 1

Are p(st implementati(n tests per4(rmed


C5 7P2)2

.

0

2

Are p(st implementati(n test res'lts shared with hange manager


C5 7P2)2

.

0

3

Is (st Implementati(n .e#iew 8I.9 (nd'ted peri(diall, as deidedD(mmitted t( 'st(mer Are I. meetings attended B, all the identi$ed pe(ple

I. .ep(rts and min'tes (4 meetings

C5 7P.)

.

0

+

Are the meas'red eFets (4 the hange Being (mpared with the desired eFets in (rder t( deide whether the hange has met its (B/eti#es

I. rep(rts hange 4ail're re(rds

C5 7P.)

.

0

6

Are the reas(ns 4 (r hange 4 ail're in#estigated re(rded and e#al'ated Are agreed ati(ns ta0en 8.!A d(ne9

I. rep(rts  .!A rep(rts (n 4ailed hanges* r(Blem re(rd 4(r 4ailed hanges

C5 7P.)

.

0

7

TraeaBilit, 4(r hange 4ail're anal,sis a#ailaBle

.

0 0

")2

8es 

0

%. Ot#ers 5 nterfaces +it# ot#er T> $rocesses 1

@(es !hange management (Btain in4(rmati(n 4r(m the Ser#ie @es0 (r res(l#er gr('p (nerning inidents and alls relating t( hange :hether the relati(nship Between inident has Been estaBlished with .G!

2

@(es !hange management e;hange in4(rmati(n with 1* Ser#ie Le#el Management regarding p(tential hange impat (n ser#ie le#el agreements 2*Ser#ie @es0 4(r n(ti$ati(n (4 hange pr(gress release (4 hange shed'le 3*'siness !(ntin'it, Management 4(r assessing impat (4 hange (n (ntingen, plans +*!apait, Management regarding per4(rmane and apait, iss'es relating t( hange

3

@(es !hange management e;hange in4(rmati(n with .G! lin0age with !I !(n$g'rati(n Management regarding hange pr(gress Asset registr, hange l(s're hange impat assessment (n (n$g'rati(n !M@ items 

ITSM T((l - inident ti0et relati(nship with .G!

.

0

.

0

2

0



(. Re$orts Are all (mmitted rep(rts generated and shared with rele#ant sta0eh(lders as per the (mmitment 4r(m  (ntrat 

:ee0l, m(nthl, rep(rts

0

0

. .

0

0

0

. C#ange Manager 1

:hether the Is ha#e Been de$ned as per (ntrat  @( ,(' m(nit(r the eFeti#eness (4 hange management pr(ess #ia Is and rep(rted

I rep(rts

.

0

2

@( ,(' ha#e a (ntin'al ser#ie impr(#ement pr(gram B, whih de$ienies in the pr(ess are identi$ed and impr(#ements implemented8!he0 (n E@ 4(r latest 'pdates and as per the hange in ser#ies9

!SI plan = E@

.

0

3

Is the s'ess4'l implementati(n (4 a hange (n$rmed B, !hange Manager

SLA rep(rts  S@. !hange Mgmt lan

2

0



.Best $ractices ) tem$lates an* $rocess o+ner *etails est praties and templates 4(ll(wed t( Be (lleted  2

C5 P.)2

apt're !hange manager details al(ng with attained ITIL erti$ati(n details (r as appliaBle

0

NA 11


0

NA

0

Availa=ilit7 Management Process

Sr No.


Page 6 o! "#


A. Overall Process @( ,(' ha#e a d('mented a#ailaBilit, management 1 pr(ess 8E@9with learl, de$ned s(pe (B/eti#es ati#itiesDtas0s @( ,(' ha#e a A#ailaBilit, Manager identi$ed 4(r the 2 a('nt Are team memBers aware (4 the pr(ess and 4(ll(w the same 3 OO!he0 --P awareness (4 pr(ess in teamsR ti0et 4(r peri(di 'pdatesR PP Is the per4(rmane (4 the pr(ess meas'red against spei$ +


6*3

63

Availa=ilit7 Management Process

Sr No.


A. Overall Process @( ,(' ha#e a d('mented a#ailaBilit, management 1 pr(ess 8E@9with learl, de$ned s(pe (B/eti#es ati#itiesDtas0s @( ,(' ha#e a A#ailaBilit, Manager identi$ed 4(r the 2 a('nt Are team memBers aware (4 the pr(ess and 4(ll(w the same 3 OO!he0 --P awareness (4 pr(ess in teamsR ti0et 4(r peri(di 'pdatesR PP Is the per4(rmane (4 the pr(ess meas'red against spei$ + targets and e, er4(rmane Indiat(rs Are hanges t( a#ailaBilit, plans s'B/et t( !hange 5 Management


6*3

6*3 6*3

6

Are a#ailaBilit, re&'irements and re(#er, aspets (nsidered in the a#ailaBilit, plan

6*3

7

Are re(#er, pr(ed'res d('mented t( meet a#ailaBilit, re&'irement in the e#ent (4 a ma/(r l(ss (4 ser#ie

6*3



Are pr(ed'res d('mented 4(r ret'rning t( n(rmal (nditi(ns p(st 'na#ailaBilit, (4 the ser#ies

6*3

B. Availa=ilit7 Management Tool 1

@( ,(' ha#e a t((l t( m(nit(r a#ailaBilit, (4 B'siness ritial !I and ser#ies

2

Are pe(ple trained (n re&'ired a#ailaBilit, m(nit(ring the t((ls 8('rs and 'st(mers9

3

Is the de$ned pr(ess and t((l pr(perl, aligned 8All aspets (4 pr(ess m'st Be implemented in the t((l9 where t((l is n(t (mpitiBle is there man'al pr(ess de$ned 4(r a#ailaBilit, m(nit(ring

C. Availa=ilit7 Management 1

Is identi$ati(n (4 B'siness ritial ser#ies d(ne

6*3

2

Is identi$ati(n (4 ritial (mp(nents d(ne 8there sh('ld als( Be a relati(nship Between ritial ser#ies and these (mp(nents9

6*3

3

Is ris0 assessment with respet t( ritial (mp(nents and ser#ies d(ne

6*3

+

Is the a#ailaBilit, re&'irements (4 the B'siness identi$ed and d('mented at de$ned d'rati(n

6*3

5

Is there a A#ailaBilit, designed 4(r B'siness ritial !I and Ser#ies

6

Are the SLAs (nsidered while preparati(n (4 the a#ailaBilit, plan

6*3

7

@( ,(' ha#e a#ailaBilit, plan prepared (nsidering the a#ailaBilit, targets Are a#ailaBilit, design riteria re#iewed t( pr(#ide

6*3



additi(nal resiliene t( pre#ent (r minimise the impat (n the B'siness @( ,(' peri(diall, 'pdate the a#ailaBilit, plan Are all Ser#ies M(nit(red

" 1) 11 12

13 1+

@(w ,(' ha#e pr(ed'res in plae t( m(nit(r anal,%e and 4(reast ser#ie a#ailaBilit, @( ,(' m(nit(r and anal,%e trends 4(r a#ailaBilit, reliaBilit, maintainaBilit, ser#ieaBilit, Is .!A d(ne whene#er a#ailaBilit, related iss'es is rep(rted Is a pr(Blem ti0et raised when e#er 'na#ailaBilit, iss'es are rep(rted

15

Is there a pr(ess in plae t( (ntin'all, impr(#e resiliene (4 IT s,stems

16

Are hanges in the in4rastr't're aFeting a#ailaBilit, m(nit(red and d('mented Is 'nplanned 'na#ailaBilit, in#estigated and ati(ned 'p(n

17 1 1" 2) 21 22 23 2+ 25

6*3

Is a#ailaBilit, manager and t(wer leads aware (4 GMEA tehni&'es IS !GIA d(ne t( identi4, #'lneraBle assets and ser#ies Are pe(ple aware (4 S(G tehni&'e Are pe(ple aware (4 GTA tehni&'e @( ,(' ha#e A#ailaBilit, Management In4(rmati(n S,stem 8AMIS9 Is AMIS integrated with !M@ Are the a#ailaBilit, plans tested Are all the a#ailaBilit, SLAs Being met

6*3

D. Re$orting 1 2

@( ,(' generate a#ailaBilit, rep(rts as agreed in SC: and share with the !'st(mer Are a#ailaBilit, rep(rts generated eri(diit, (4 the rep(rt

6*3

3

.ep(rts are re#iewed internall, and B, the 'st(mer (w and :hen

+

Is there an, (nerned raised B, 'st(mer (n a#ailaBilit, management rep(rts

5

Is the per4(rmane (4 the pr(ess meas'red against spei$ targets and e, er4(rmane Indiat(rs

6*3

E. Availa=ilit7 Manager 1

@( ,(' generate a#ailaBilit, management rep(rts and share the same with respeti#e sta0eh(lders And ta0e (rreti#e ati(ns where neessar,

2

@( ,(' m(nit(r the eFeti#eness (4 a#ailaBilit, management pr(ess

3

a#e ,(' identi$ed an, (pp(rt'nit, t( impr(#e the a#ailaBilit, management pr(ess

+

@( ,(' dri#e the e<ien, and eFeti#eness (4 a#ailaBilit, management pr(ess

5

a#e all a#ailaBilit, iss'es raised B, the 'st(mer l(sed B, A#ailaBilit, Manager

%.Best $ractices ) tem$lates an* $rocess o+ner *etails est praties and templates 4(ll(wed t( Be (lleted  2

apt're .elease = @epl(,ment manager details al(ng with attained ITIL erti$ati(n details (r as appliaBle

6*3


CMM S-C

!AM 3*1 !AM 2*3


eig#t &"/0/!/1' 

3 3

!AM 2*5 2 MA S1*2 !AM S1*2 !AM S1*3 2 !AM S1*1 !AM 2*2 !AM S1*1 !AM S1*1

2 1 1 1+

!AM 2*3

3

!AM 2*5

2

!AM 2*3

2 #

!AM S1*1

3

!AM S1*1 3

es

!AM S1*2 !AM S1*2 !AM S1*2 !AM S1*2 !AM S1*2 !AM S2*1 !AM S 2*3 !AM S2*1 !AM S2*2

2 2 3 2 2 2 2

!AM S2*2

2 3

!AM S2*2

3

!AM S2*2 !AM S1*1 !AM S2*2

!AM  2*5 es

3

!AM S2*2 !AM 2*5 !AM 2*5

!AM S2*1

!AM S2*3 !AM S2*3

2 2 2 2 3 3 2 2 2 2 2 2 1

3 2

!AM S2*3

2

!AM S2*3 !AM S2*3

1 

!AM S2*3 2

!AM 2*

2

!AM 3*2

1

!AM 3*2

1

!AM S2*3

2 

CA5 P.)2

Process Com$liance: Rating &"/".3/0' R

"2

Score &4R'

Strengt#s

0 0

0 0 0 0 0 0

)

)

0 0

0

0 0 0

)

0 0

) 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 0

)

0 0 0

)

)

0 0 0 0 0

)

NA NA

)



Service >evel Management

Sr No.


A. Overall Process 1 2 3 + 5 6

Is there a 4(rmal SLM pr(ess de$ned = d('mented And Is there a ser#ie le#el manager identi$ed t( manage the pr(ess Are rele#ant staF trained (n SLM pr(ess and ati#ities (w are ser#ie le#el re&'irements gathered 4r(m 'st(merD B'siness (w are ser#ie le#els neg(tiated and agreed- @( ' ha#e a 4(rmal pr(ess t( 4(ll(w Are all the SLAs d('mented and 'namBig('s :hether all the SLA related d('ments inl'des SL. E@s are st(red in entrali%ed l(ati(n and #ersi(n (ntr(lled

7

Are all the SLAs meas'raBle I4 n(t whih are th(se n(n meas'raBle SLA and reas(n



G(r th(se SLAs whih are n(t meas'raBle are Been in4(rmed t( 'st(mer and sign(F ta0en* :hether s'h e;epti(n rep(rts are Being tra0ed and rep(rted

" 1) 11 12 13 1+ 15 16 17 1 2)

Are 4(rm'lae agreed and d('mented 4(r meas'rement Are all staF aware (4 SLA targets and per4(rmane Are CLAs de$ned in line with the SLAs- h(w is this ens'red Are U!s de$ned in line with the SLAs- h(w is this ens'red :hat are the (ther metris 'sed 4(r managing ser#ie (r pr(ess per4(rmane apart 4r(m SLAs 8E; Is9 Is the hist(rial SLAD ID per(4r(mane data a#ailaBle 4r(m 'st(mer And is this Being 'sed 4(r re-Baselining (4 SLA and ren(g(tiati(ns (w 4re&'entl, are Ser#ie le#els CLAs and U!s re#iewed (w are hanges t( SLAs (r additi(n (4 SLAs managed Is there a ser#ie atal(g'e that (ntains ser#ie desripti(ns attriB'tesD(mp(nents ser#ie h('r desripti(ns Are impr(#ement initiati#es instigated = tra0ed t( impr(#e SLA per4(rmane Is 'st(mer satis4ati(n meas'red I4 ,es h(w

B. Service >evel Management $rocess 22

(w are the re&'irements assessed 4(r 4easiBilit,- d( ,(' he0 4r(m !ap A#ail Se and ITS!M perspeti#e

23 2+ 25 26

:hether !ap Management is pr(#iding neessar, s'pp(rt 4(r SLM pr(ess 4(r the ren(g(tiati(n (4 SLA when needed An, eslati(n rep(rted internalDe;ternal84r(m 'st(mer9 (n SLA meas'rement and rep(rting :hether stat's (4 all the (ntrat'all, agreed SLAs are green  @iFerent ser#ie le#els are agreed d('mented and aepted with 'st(mer d'ring disaster sit'ati(n

27

:hether all the ser#ie re(#er, re&'irements are agreed and d('mented in SLA

2

G(r additi(n (4 an, new ser#ies whether the SL.s are asertained and assessed Be4(re starting (4 ser#ie Ade&'ate meas're in plae t( ens're SL.s (4 new re&'irements are n(t impating the e;isting SLA

2"

(w are the CLAs and U!s m(nit(red 4(r per4(rmane

C. Service >evel Management Tool 3)

Are there t((ls in plae t( m(nit(r meas're and rep(rt all the SLAs An, e;epti(ns

.

Are there an, SLA Being meas'red man'all, ('tside t((l SLA whih are n(t (n$g'red in the t((l

D. Service >evel Manager 32 ABle t( identi4, i4 the ser#ie is within wipr(s apaBilit,D Trigger and (nd't ser#ie per4(rmane meeting with 'st(mer 33 peri(diall, as per agreed timelines Are there an, meas're ta0en t( impr(#e SLA per4(rmane and 3+ !SAT  36 An, Ser#ie impr(#ement pr(gram planned and Being e;e'ted  37 (w are ati(ns t( impr(#e 'st(mer satis4ati(n tra0ed 3 Is there a pr(ess t( handle 'st(mer and 'ser (mplaints E. Re$orting 3"

Are SLA Breahes in#estigated and reas(ns identi$ed 4(ll(wed B, impr(#ement ati(ns

+)

:hat are the #ari('s rep(rts p'Blished related t( SLAs inl'ding SLA per4(rmane trend anal,sis 4(reasts impr(#ement ati(ns plannedD implemented et*

+1

:hether all the agreed SLAs are Being rep(rted t( 'st(mer I4 n(t details (4 SLAs whih are n(t rep(rted and reas(n

%.Best $ractices ) tem$lates an* $rocess o+ner *etails est praties and templates 4(ll(wed t( Be (lleted 

2

apt're .elease = @epl(,ment manager details al(ng with attained ITIL erti$ati(n details (r as appliaBle



Ris, Office

6*1

CMM S-C

STSM 3*2 STSM 2*5

6*1

STSM S1*1 STSM S1*1

6*1

es

STSM S1*2 STSM 2*6 STSM S1*1 STSM S1*1

6*1

STSM S1*1 STSM 2*5 STSM S2*1 STSM S2*1 STSM S2*1 STSM S2*2

6*1 6*1

STSM S2*1 STSM S2*1

6*1

STSM S2*2

6*1 = 6*2

STSM S1*2

6*2

STSM S1*1


6*3 6*3

6*1

es

7*1 6*2  6*2 6*2

6*1 = 6*2 6*2 es


Rating &"/".3/0' R

"2

Score &4R'

3

)

3

)

2

)

3

)

3

)

2

)

3

)

3

)

3 3 2 2

) ) ) )

2

)

2

)

2 2

) )

2

)

2

)

3

) +7

2

)

)

3

)

2

)

3

)

3

)

3

)

3

)

2

) 21

)

2

)

3

) 5

)

3

)

3

)

3

)

3 3 3

) ) ) 1

)

3

)

3

)

3

) "

)

NA

NA 1))

)


Strengt#s

)

)

)

)

)


C!!I Process Area *E56 S%1.4 " % S%1.4 " % S%1.'

Chec"point o7 i$ the tr&#e&ility &int&ined et7een re?uireent$ pl&n$ @ deli+er&le$8 "h&t li(e #y#le i$ (ollo7ed (or thi$ pror&8 o7 &re the e$ti&te$ &rri+ed &nd &ny #h&ne$ to the e$ti&tion$

" % S%2.:

o7 i$ the d&t& (or thi$ pror& i$ pl&nned &nd onitored8

"6C "6C S%2.1

DA* S%1.1

C&n you e;pl&in &in +&riou$ ou$ re+i e+ie7$ #ondu#t u#ted in the pro pror& &nd the pl&n. Sh&re you #on(iur&tion &n&eent pl&n &nd e;pl&in the identi(ied #on(iur&tion ite$ "h&t i$ the &$elinin #riteri& (or #on(iur&tion ite$ &nd e;pl&in the do#uent&tion &int&ined8 Are #on(iur&tion &udit$ #ondu#ted &nd deon$tr&te the &udit (indin$ Did you h&+e opportunity to &pply DA* in the pror& &nd deon$tr&te the in$t&n#e$

CA6 S%1.1

"h&t $tr&tey do you (ollo7 (or #&p&#ity e+&lu&tion &nd &ny (ore#&$tin te#hni?ue$ u$ed

*S<6 S%1.1 *S<6 S%2.1 *S<6 S%2.2

E;p&lin the $our#e$ o( ri$= ident enti(i# (i#&tion &nd do#uent& nt&tion. o7 &re the ri$= e+&lu&ted &nd prioriti>ed8 o7 (re?uently ri$=$ &re re+ie7ed &nd reported8

SST S%1.2

Are th there &n &ny tr&n$ition$ o( $y $y$te in in pr prore$$ &n &nd de deon$tr&te th the pl&n Do the pror& h&+e &ny :rd p&rty or +endor$ $er+i#e$ utili>ed (or $er+i#e deli+ery8-i( &ppli#&le in $#ope/ I( SA6 S%1.2 i$ &ppli#&le e;pl&in the $#ope &nd rel&ted $upplier  +endor &reeent$ in SLA  <%I$ o7 &re the $er+i#e #ontinuity &#ti+itie$ pl&nned &nd per(ored in your pror&8

C6 S%1.1 C6 S%1.: C6 S%:.2

SA6 S%1.2 SA6 S%1.: SCON S%1.1 @ S%1.2 SCON S%2.1 S%2.1 @ % 2.' 2.'

%%5A S%1.1

Are the the re?uired re?uired te& te& eer$ eer$ underone underone tr&inin tr&inin on BC%  D* "hen 7&$ the l&$t BC%D* e;er#i$e per(ored &nd $ho7 the rel&ted re#ord$ Are the BC%D* BC%D* re$ult$ $h&red to the the #u$toer &$ per #ontr&#t i( &ppli&le &ppli&le or to 7ipro &n&eent E;pl&in ho7 &re the pro#e$$ (ollo7ed in the pror& &re +eri(ied &nd +&lid&ted8

HA S2*1

(w are ti0et a'dits per4(rmed and dem(nstrate the res'lts*

O%D S%1.: O%D S%1.'

Are there &ny t&lorin t&lorin done (or the pro#e$$ i( $o did you you et &ppro+&l (ro 65 o7 do you &=e u$e o( or&ni>&tion&l &$$et$ (or $er+i#e deli+ery

SCON S%:.1 SCON S%:.2

SNXT Process Assessment

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