146 IT Service Management Success Criteria

What is involved in IT Service Management

Find out what the related areas are that IT Service Management connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a IT Service Management thinking-frame.

How far is your company on its IT Service Management journey?

Take this short survey to gauge your organization’s progress toward IT Service Management leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.

To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.

Start the Checklist

Below you will find a quick checklist designed to help you think about which IT Service Management related domains to cover and 146 essential critical questions to check off in that domain.

The following domains are covered:

IT Service Management, Axios Systems, Business Process Framework, Business process, Capability Maturity Model Integration, Configuration management database, Continual improvement process, Functional requirement, ISO/IEC 20000, ISO/IEC 27000, ISO 9000, IT Service Management Forum, Information Technology Infrastructure Library, Information security management, Information technology, Marval Software, Microsoft Operations Framework, Network and Service Management Taxonomy, Network management, Quality management, Service desk, Software engineering, Systems management, United Kingdom, Workflow management system:

IT Service Management Critical Criteria:

Ventilate your thoughts about IT Service Management management and shift your focus.

– How quickly can a cloud service provider scale services and capability and is this quick enough for the requirements of the customer/consumer?

– While you can hire consultants to help alleviate the resource crunch for the project, who gets to run them after the consultants leave?

– What other departments, besides IT, use service catalog as a means of publishing their services in your organization?

– Are we getting a handle on project initiation-related risks, which is all about are we doing the right things?

– How would you describe the impact of cloud vis-a-vis your itsm initiative/capabilities in your organization?

– How do you actually go about identifying, defining and then managing a set of services that make sense?

– What are the key differences between ITAM IT asset management and ITSM IT service management?

– Which statement best describes your organizations current IT service management strategy?

– What are the use cases that your org is targeting currently for its CMDB/CMS?

– How does mobility improve your organizations service desk effectiveness?

– Is the cloud service providers service desk local, onshore or offshore?

– What services are published in your organizations service catalog?

– What do enterprises really want from IT service management ITSM?

– Why is it Service Management important to cloud providers?

– What are the relevant reasons for IT Service Management?

– How will changes affect the customers services?

– What is meant by it Service Management?

– Is the Quality of Service met?

– Does IT get our business?

– Is the Quality of Service met?

Axios Systems Critical Criteria:

Own Axios Systems governance and find out.

– Does IT Service Management systematically track and analyze outcomes for accountability and quality improvement?

– Have you identified your IT Service Management key performance indicators?

– How important is IT Service Management to the user organizations mission?

Business Process Framework Critical Criteria:

Contribute to Business Process Framework planning and document what potential Business Process Framework megatrends could make our business model obsolete.

– Consider your own IT Service Management project. what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?

– What are the success criteria that will indicate that IT Service Management objectives have been met and the benefits delivered?

– How do we keep improving IT Service Management?

Business process Critical Criteria:

Grasp Business process projects and summarize a clear Business process focus.

– Do we identify maximum allowable downtime for critical business functions, acceptable levels of data loss and backlogged transactions, RTOs, RPOs, recovery of the critical path (i.e., business processes or systems that should receive the highest priority), and the costs associated with downtime? Are the approved thresholds appropriate?

– Have the segments, goals and performance objectives been translated into an actionable and realistic target business and information architecture expressed within business functions, business processes, and information requirements?

– What is the importance of knowing the key performance indicators KPIs for a business process when trying to implement a business intelligence system?

– Are interruptions to business activities counteracted and critical business processes protected from the effects of major failures or disasters?

– Has business process Cybersecurity has been included in continuity of operations plans for areas such as customer data, billing, etc.?

– What finance, procurement and Human Resources business processes should be included in the scope of a erp solution?

– Do we have detailed information on the business process for refunds and charge backs if they are required?

– Are we making progress? and are we making progress as IT Service Management leaders?

– How do clients contact client services with any questions about business processes?

– If we accept checks what is the desired business process around supporting checks?

– What are the relationships with other business processes and are these necessary?

– How do you inventory and assess business processes as part of an ERP evaluation?

– Do changes in business processes fall under the scope of Change Management?

– What would Eligible entity be asked to do to facilitate your normal business process?

– How do we improve business processes and how do we deliver on that?

– How will business process and behavioral change be managed?

– How does the solution handle core business processes?

Capability Maturity Model Integration Critical Criteria:

Add value to Capability Maturity Model Integration visions and document what potential Capability Maturity Model Integration megatrends could make our business model obsolete.

– Will new equipment/products be required to facilitate IT Service Management delivery for example is new software needed?

– What business benefits will IT Service Management goals deliver if achieved?

– What are the Key enablers to make this IT Service Management move?

Configuration management database Critical Criteria:

Troubleshoot Configuration management database goals and find out.

– Which of the itil processes is responsible for ensuring the organization is aware of new and changing technology?

– Application sizing is a technique used by capacity management. why is application sizing important?

– Which processes other than incident management are involved in achieving a structural solution ?

– What information does Configuration Management provide to the it management of an organization?

– Which process is responsible for the correct configuring and transmission of the programs?

– Are work control packages complete, ready for implementation, and attached?

– What elements are to be tracked and reported for baselines and changes?

– In availability management terms, what do the letters cia stand for?

– What: selection of configuration items (what should be managed?

– What is the difference between a problem and a known error?

– What are valid performance indicators for the service desk?

– Which incidents should be logged by the service desk?

– Which of the entities should be configuration items?

– Motivation: why software Configuration Management?

– Where do we stand currently against the standards?

– Is a usq review required for the proposed change?

– Why is sacm so hard to implement and organize?

– How do I find the information that I need?

– Implemented as proposed?

Continual improvement process Critical Criteria:

Apply Continual improvement process projects and simulate teachings and consultations on quality process improvement of Continual improvement process.

– What other organizational variables, such as reward systems or communication systems, affect the performance of this IT Service Management process?

– How do senior leaders actions reflect a commitment to the organizations IT Service Management values?

– What threat is IT Service Management addressing?

Functional requirement Critical Criteria:

Paraphrase Functional requirement failures and secure Functional requirement creativity.

– Many teams will find that informal modeling sessions around whiteboards will be sufficient, although sometimes more formal modeling sessions, such as Joint Application Design (JAD) strategies or stakeholder interviews will work best. How will nonfunctional requirements pertaining to availability, security, performance, and many other factors be addressed?

– How will nonfunctional requirements pertaining to availability, security, performance, and many other factors be addressed?

– Who will be responsible for deciding whether IT Service Management goes ahead or not after the initial investigations?

– Does the current environment support the business and functional requirements?

– Does the current environment support the business and functional requirements?

– Do we have past IT Service Management Successes?

ISO/IEC 20000 Critical Criteria:

Have a session on ISO/IEC 20000 governance and raise human resource and employment practices for ISO/IEC 20000.

– What are the key elements of your IT Service Management performance improvement system, including your evaluation, organizational learning, and innovation processes?

– What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding IT Service Management?

– Will we be eligible for ISO/IEC 20000 certification?

– Are there recognized IT Service Management problems?

ISO/IEC 27000 Critical Criteria:

Set goals for ISO/IEC 27000 governance and intervene in ISO/IEC 27000 processes and leadership.

– Do we aggressively reward and promote the people who have the biggest impact on creating excellent IT Service Management services/products?

– What is the total cost related to deploying IT Service Management, including any consulting or professional services?

– Does the IT Service Management task fit the clients priorities?

ISO 9000 Critical Criteria:

Have a round table over ISO 9000 tasks and probe the present value of growth of ISO 9000.

– What process management and improvement tools are we using PDSA/PDCA, ISO 9000, Lean, Balanced Scorecard, Six Sigma, something else?

– Do not ISO 9000 and CMM certifications loose their meaning when applied to the software industry?

– Are there IT Service Management Models?

IT Service Management Forum Critical Criteria:

Be responsible for IT Service Management Forum strategies and get going.

– What is our IT Service Management Strategy?

Information Technology Infrastructure Library Critical Criteria:

Jump start Information Technology Infrastructure Library results and diversify by understanding risks and leveraging Information Technology Infrastructure Library.

– Think about the functions involved in your IT Service Management project. what processes flow from these functions?

– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to IT Service Management?

– To what extent does management recognize IT Service Management as a tool to increase the results?

Information security management Critical Criteria:

Examine Information security management engagements and devote time assessing Information security management and its risk.

– Has the organization established an Identity and Access Management program that is consistent with requirements, policy, and applicable guidelines and which identifies users and network devices?

– Has the organization established an enterprise-wide business continuity/disaster recovery program that is consistent with requirements, policy, and applicable guidelines?

– Is there a business continuity/disaster recovery plan in place?

– Are damage assessment and disaster recovery plans in place?

– What are our IT Service Management Processes?

Information technology Critical Criteria:

Track Information technology leadership and find out.

– A compounding model resolution with available relevant data can often provide insight towards a solution methodology; which IT Service Management models, tools and techniques are necessary?

– Does your company have defined information technology risk performance metrics that are monitored and reported to management on a regular basis?

– Do the response plans address damage assessment, site restoration, payroll, Human Resources, information technology, and administrative support?

– If a survey was done with asking organizations; Is there a line between your information technology department and your information security department?

– Does IT Service Management create potential expectations in other areas that need to be recognized and considered?

– When a IT Service Management manager recognizes a problem, what options are available?

– How does new information technology come to be applied and diffused among firms?

– The difference between data/information and information technology (it)?

– When do you ask for help from Information Technology (IT)?

Marval Software Critical Criteria:

Probe Marval Software failures and mentor Marval Software customer orientation.

– How will you know that the IT Service Management project has been successful?

– Do IT Service Management rules make a reasonable demand on a users capabilities?

– Have all basic functions of IT Service Management been defined?

Microsoft Operations Framework Critical Criteria:

Be clear about Microsoft Operations Framework management and get going.

– How do we measure improved IT Service Management service perception, and satisfaction?

– What are the record-keeping requirements of IT Service Management activities?

Network and Service Management Taxonomy Critical Criteria:

Ventilate your thoughts about Network and Service Management Taxonomy governance and question.

– How do your measurements capture actionable IT Service Management information for use in exceeding your customers expectations and securing your customers engagement?

– Will IT Service Management deliverables need to be tested and, if so, by whom?

– What are specific IT Service Management Rules to follow?

Network management Critical Criteria:

Concentrate on Network management failures and look in other fields.

– Are there any disadvantages to implementing IT Service Management? There might be some that are less obvious?

– How do we go about Securing IT Service Management?

Quality management Critical Criteria:

Coach on Quality management strategies and shift your focus.

– What are your current levels and trends in key measures or indicators of IT Service Management product and process performance that are important to and directly serve your customers? how do these results compare with the performance of your competitors and other organizations with similar offerings?

– Are there any easy-to-implement alternatives to IT Service Management? Sometimes other solutions are available that do not require the cost implications of a full-blown project?

– How can skill-level changes improve IT Service Management?

– What is the future of Data Quality management?

– Quality management -are clients satisfied?

Service desk Critical Criteria:

Refer to Service desk projects and find answers.

– What are your results for key measures or indicators of the accomplishment of your IT Service Management strategy and action plans, including building and strengthening core competencies?

– Will we be eligible for ISOIEC 20000 certification, even if our Service Desk, infrastructure management and applications management functions are located in different countries?

– Why is Customer Service and helpdesks so undervalued given that this is a core part of branding and growth i e The head of the Service Desk is not a CxO level title?

– Does the service provider have a service desk function based on ITIL principles?

– How does mobility improve your organizations service desk effectiveness?

– How does mobility improve our organizations service desk effectiveness?

– Are You Running Your Service Desk or is Your Service Desk Running You?

Software engineering Critical Criteria:

Illustrate Software engineering tasks and define Software engineering competency-based leadership.

– DevOps isnt really a product. Its not something you can buy. DevOps is fundamentally about culture and about the quality of your application. And by quality I mean the specific software engineering term of quality, of different quality attributes. What matters to you?

– Can we answer questions like: Was the software process followed and software engineering standards been properly applied?

– Is open source software development faster, better, and cheaper than software engineering?

– Better, and cheaper than software engineering?

– How would one define IT Service Management leadership?

Systems management Critical Criteria:

Reorganize Systems management management and gather Systems management models .

– Does IT Service Management analysis show the relationships among important IT Service Management factors?

– What new services of functionality will be implemented next with IT Service Management ?

– How can the value of IT Service Management be defined?

United Kingdom Critical Criteria:

Group United Kingdom risks and diversify by understanding risks and leveraging United Kingdom.

– What are the top 3 things at the forefront of our IT Service Management agendas for the next 3 years?

– What potential environmental factors impact the IT Service Management effort?

– Who will provide the final approval of IT Service Management deliverables?

Workflow management system Critical Criteria:

Systematize Workflow management system leadership and track iterative Workflow management system results.


This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the IT Service Management Self Assessment:


Author: Gerard Blokdijk

CEO at The Art of Service | http://theartofservice.com



Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.

External links:

To address the criteria in this checklist, these selected resources are provided for sources of further research and information:

IT Service Management External links:

NTT DATA IT Service Management – Login – Dell

ITSM | IT Service Management | ServiceNow

IT Service Management Software – #1 Rated For Usability
http://ad · www.samanage.com/it-service/management

Axios Systems External links:

Axios Systems | Crunchbase

Axios Systems assyst Reviews | G2 Crowd

Axios Systems – Google+

Business Process Framework External links:

[PDF]Siebel Business Process Framework: Workflow Guide – …

Business Process Framework (eTOM) – TM Forum

About the Business Process Framework (eTOM) …

Business process External links:

Microsoft Dynamics 365 – Modernizing Business Process …

Canon Business Process Services

Infosys BPM – Business Process Management | BPM Solutions

Capability Maturity Model Integration External links:

[PDF]Capability Maturity Model Integration (CMMI) Overview

Functional requirement External links:

ISO/IEC 20000 External links:

ISO/IEC 20000 IT Service Management | BSI America

ISO/IEC 20000
http://ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1/SC7 and revised in 2011. It is based on and intended to supersede the earlier BS 15000 that was developed by BSI Group.

ISO/IEC 27000 External links:

ISO/IEC 27000 glossary standard – iso27001security.com

ISO/IEC 27000:2016 is FREE at last! – Google Groups

[PDF]ISO/IEC 27000, 27001 and 27002 for Information …

ISO 9000 External links:

Find How ISO 9000 and ISO 9001 differ from one another

List of ISO 9000 Registered Companies – 9000 Store

Florida ISO 9000 Total Quality Management Consulting

IT Service Management Forum External links:

IT Service Management Forum Annual New Zealand …

Information Technology Infrastructure Library External links:

Information Technology Infrastructure Library (ITIL)

Information Technology Infrastructure Library (ITIL)

Information security management External links:

CCISO Information Security Management Training Program

Information Security Management – Home2

Information technology External links:

Rebelmail | UNLV Office of Information Technology (OIT)

SOLAR | Division of Information Technology

Umail | University Information Technology Services

Marval Software External links:

About Marval Software – A Warm Welcome to Marval | Marval

Marval Software | Crunchbase

Marval Software · GitHub

Microsoft Operations Framework External links:

Microsoft Operations Framework

Microsoft Operations Framework 4.0

Microsoft Operations Framework (MOF) – Module 2 – YouTube

Network and Service Management Taxonomy External links:

Network and Service Management Taxonomy – Simpleweb

Network management External links:

ASUS Router App – Easy Network Management in Hand

Network Management | Free Network Management …

APC UPS Network Management Card (NMC) Compatibility …

Quality management External links:

Quality Management Training Solutions from BSI

abaqis® | Quality Management System

Login – ASCWebQI – Quality Management Tools

Service desk External links:

Five Points Service Desk

IT Service Desk | Information Technology

TRIOLE Service Desk – Login (SDCTFSVMSS04)

Software engineering External links:

Software Engineering Institute

Systems management External links:

Geographic Information Systems Management Office – …

KACE Endpoint Systems Management Appliances

United Kingdom External links:

United Kingdom – Faith – The George Michael Legacy

Kristina Rihanoff | United Kingdom | Dance to the Music Tour

Brendan Cole | United Kingdom | Brendan Cole Tour

Workflow management system External links:

Workflow Management System | Issuetrak

eSchoolView Workflow Management System