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Service Desk Maturity Models & Frameworks

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IT Service and Support
IT Service and Support

Service Desk Maturity Models & Frameworks, Bob Last, HDI

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Service Desk Maturity Models & Frameworks Robert S. Last, M.A., S.C.A., S.C.M. February 14, 2008
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What’s a Model & Framework? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Most Common Models & Frameworks ,[object Object],[object Object],[object Object]
We Also Have… ,[object Object],[object Object],[object Object],[object Object],[object Object]
How They Work—In Brief… ,[object Object],[object Object],[object Object]
How They Work… ,[object Object],[object Object],[object Object],[object Object]
CMM ,[object Object]
CMM--I.D.E.A.L.
I.D.E.A.L. ,[object Object],[object Object],[object Object],[object Object],[object Object]
The Maturity Levels
What is a Maturity Model? ,[object Object],[object Object],[object Object]
Advantages to Maturity Model ,[object Object],[object Object],[object Object],[object Object],[object Object]
Advantages of a Model & Framework ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CMMI ,[object Object],[object Object],[object Object],[object Object],[object Object]
IT Service CMM ,[object Object]
Maturity Model Assessments-I ,[object Object],[object Object],[object Object]
Choosing a Model or Framework ,[object Object],[object Object]
HDI Support Center Maturity Model ,[object Object],[object Object],[object Object]
HDI Support Center Maturity Model
Definitions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Maturity Level Characteristics Bold = Characteristics from 2003 Maturity Model Vision People Process Technology ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Maturity Level Characteristics Bold = Characteristics from 2003 Maturity Model Vision People Process Technology ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Maturity Level Characteristics Bold = Characteristics from 2003 Maturity Model Vision People Process Technology ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Maturity Level Characteristics Bold = Characteristics from 2003 Maturity Model Vision People Process Technology ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Model Evaluation Categories 2003 2007 Alignment to HDI Support Center Certification Labor Intensity People People Management Resources People Satisfaction Process Complexity Process Process & Procedure Tools Implementation Technology Resources Scope of Vision Vision Leadership Strategy & Policy Customer Satisfaction Performance Results
What do I do with this? ,[object Object],[object Object],[object Object]
ITIL Process Maturity Assessment
“ ITIL Process Maturity Assessment” Levels ,[object Object],[object Object],[object Object],[object Object]
ITIL Process Maturity Assessment-Levels-continued ,[object Object],[object Object]
ITIL Process Maturity Assessment-Levels ,[object Object]
Tools for You… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ISO/IEC 20000 ,[object Object],[object Object],[object Object]
ISO 20000 Service Mgmt.
Does ITIL Have Assessments? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CoBIT ,[object Object],[object Object],[object Object]
CoBIT Cube CoBIT Resources
Lessons from Veteran Users ,[object Object],[object Object],[object Object],[object Object]
Measuring & Defining Success ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Resources-Check the bookstore!
Ask a question—I Dare You!
Any Questions? ,[object Object]
[object Object],[object Object]

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