Nanos With ITIL, ITIL is a methodology to improve service delivery organizations aspire to deliver services more pmr and efficiently and effectively, with high quality, based on the effectively, with more quality and less cost [2,3,4]. With defects, it is possible that we may never work on them because they are very low priority and the impact is low to the user. The proof is that all implementation cannot understand all the questions. We can see at Table I a comparison between the models above identified. High level self-assessment service trial Full self-assessment service.
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Compare yours. The report analyses 8 practices. It tells the client they suck. Maturity not much above 1 in all of the practices. Is this a problem? What are the risks? Does it matter at the client site? It offers five high-level recommendations and about 8 recommendations for each of the 8 processes. It offers no way of prioritising them and no roadmap for addressing them. So what have you told me? That we suck. How much we suck, and what a huge task we have ahead of us to not suck.
There is zero discussion of the organisational context, what their goals are. Why do they need to improve? What do they want to achieve? There is very little discussion of any conditions specific to the site. People pay for this? Many assessments stop short of offering any more than a kick in the teeth.
Value is extra. Capability maturity is a meaningless metric when deciding what to do until we understand what maturity we need and why. Risk and value are far more useful first metrics than maturity for designing or measuring improvement programmes. I wrote long ago about how cultish it is to measure the improvements made by using a body of knowledge BoK by measuring with the same BoK.
Are we delivering more value? Are customers more satisfied? Did we cut costs? Have we reduced organisational risk? These are more meaningful metrics.
The uselessness of ITIL process maturity assessment
Compare yours. The report analyses 8 practices. It tells the client they suck. Maturity not much above 1 in all of the practices.