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FitSM-6: Capability / Maturity Assessment Scheme
Introduction
Instructions
This tool is intended to allow guided self assessment of IT Service Management capability in the processes defined by the FitSM standard, and to therefore allow assessment of the overall maturity of a service management implementation.
The next tab, 2. Process scope and goals, allows you to decide and select the scope of your assessment. You can do this in two ways. First, you can select which processes you wish to assess yourself on. We recommend that you begin with assessment over all processes unless you have experience in ITSM and are sure that a process is out of scope for you. Even if you are not responsible for a process (you may have outsources it) you may find benefit in an initial assessment. If you set a process as out of scope, the questions associated with it will be greyed out, as will any results associated with it. If you chose to set a capability goal, this will be reflected in the results sheet. If you do not set a goal, then you will see results for all capability levels.
The next tab, 3. Process Assessment, presents a list of requirements, grouped by process. For each requirement, three descriptions are given, which suggest how meeting a requirement might look at different levels of maturity. For each statement in scope, read the three descriptions and select which one is closest to your situation.
While you can fill in the process assessment yourself, we recommend that you seek support from someone with experience in IT Service Management, otherwise conflicts in terminology or concepts may lead to under- or overestimation of results and less useful outcomes.
Tab 4. Process capability results displays the output of the assessment. It visually demonstrates what requirements were passed and not passed. If a goal is set, it indicates whether the goal is met or not.
This work was co-funded by the European Commission FedSM project, contract number 312851FitSM-6 by The FedSM Consortium is licensed under a Creative Commons Attribution-NoDerivatives 4.0 International License.