166 ITSM Success Criteria

What is involved in ITSM

Find out what the related areas are that ITSM 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 ITSM thinking-frame.

How far is your company on its ITSM journey?

Take this short survey to gauge your organization’s progress toward ITSM 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 ITSM related domains to cover and 166 essential critical questions to check off in that domain.

The following domains are covered:

ITSM, 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:

ITSM Critical Criteria:

Pay attention to ITSM leadership and explain and analyze the challenges of ITSM.

– If SLAs are already negotiated and reference the Catalogue for documentation of the service levels, how do you change service level in the Catalogue without renegotiating the SLA?

– Does the cloud service provider have sufficient backto-back supporting contracts with the third party providers to ensure service provision to the customer?

– Are the organizations current procurement rules and culture set-up to approve and finance fluctuating costs, i.e. pay-per-use over fixed price services?

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

– 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 best practices in knowledge management for IT Service management ITSM?

– Is our organization shifting towards virtualisation to reduce the number of servers?

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

– Are software assets aligned with the organizations enterprise architecture?

– How successful have you been to date with your itsm initiative?

– How does mobility improve your organizations service desk effectiveness?

– How does mobility improve our organizations service desk effectiveness?

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

– If your ITSM team is slated for growth. What are the relevant reasons?

– What best practices are relevant to your ITSM initiative?

– Will the customers and consumers be notified?

– Are you currently engaged in an ITSM project?

– What do we see as our major ITSM challenge?

– Are we over licensed?

IT service management Critical Criteria:

Communicate about IT service management planning and grade techniques for implementing IT service management controls.

– So you have designed a great process, have invested in a slick itsm tool and paid your consultants for the best advice you could purchase. What makes you think anyone is actually going to follow the new processes after you close up the project and take down the posters?

– If SLAs are already negotiated and reference the Catalogue for documentation of the service levels, how do you change service level in the Catalogue without renegotiating the SLA?

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

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

– What are the use cases that your organization is targeting currently for its cmdb/cms?

– Is Service Delivery (hardware/software/people) capable of supporting requirements?

– What element of the it Service Management lifecycle are you currently focused on?

– What should customers be looking for and expect from a good cloud service provider?

– Is there a defined enterprise IT tool strategy and architecture model?

– Why would a customer be interested in a particular product or service?

– What services are published in your organizations service catalog?

– Who is most likely to drive it Service Management organizations?

– What metrics will be provided and are they relevant?

– Will the customers and consumers be notified?

– What is meant by it Service Management?

– What availability levels are provided?

– Where does the data reside?

– Are we over licensed?

– Is the Quality of Service met?

– what is next?

Axios Systems Critical Criteria:

Powwow over Axios Systems tasks and spearhead techniques for implementing Axios Systems.

– Does ITSM systematically track and analyze outcomes for accountability and quality improvement?

– How to Secure ITSM?

Business Process Framework Critical Criteria:

Weigh in on Business Process Framework risks and cater for concise Business Process Framework education.

– Record-keeping requirements flow from the records needed as inputs, outputs, controls and for transformation of a ITSM process. ask yourself: are the records needed as inputs to the ITSM process available?

– Will ITSM have an impact on current business continuity, disaster recovery processes and/or infrastructure?

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

Business process Critical Criteria:

Discourse Business process issues and get answers.

– To what extent will this product open up for subsequent add-on products, e.g. business process outsourcing services built on top of a program-as-a-service offering?

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

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

– What are the disruptive ITSM technologies that enable our organization to radically change our business processes?

– Do the functional areas need business process integration (e.g., order entl. billing, or Customer Service)?

– If we process purchase orders; what is the desired business process around supporting purchase orders?

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

– To satisfy customers and stakeholders, which internal business process must we excel in?

– 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?

– Will existing staff require re-training, for example, to learn new business processes?

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

– What business process supports the entry and validation of the data?

– What core business processes drive our industry and channel today?

– On what basis would you decide to redesign a business process?

– What potential environmental factors impact the ITSM effort?

– What is the business process?

Capability Maturity Model Integration Critical Criteria:

Shape Capability Maturity Model Integration management and triple focus on important concepts of Capability Maturity Model Integration relationship management.

– How important is ITSM to the user organizations mission?

– Can Management personnel recognize the monetary benefit of ITSM?

– What is our ITSM Strategy?

Configuration management database Critical Criteria:

Substantiate Configuration management database leadership and tour deciding if Configuration management database progress is made.

– The words delta, full and package describe different types of release. Which ones do we use when?

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

– What are direct advantages of entering into Service Level Agreements?

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

– What types of status accounting reports are to be generated?

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

– What are valid performance indicators for the service desk?

– How is information to be collected, stored and reported?

– Which incidents should be logged by the service desk?

– What is a Configuration Management database (cmdb)?

– Motivation: why software Configuration Management?

– What are configuration items, baselines, etc. ?

– Why is sacm so hard to implement and organize?

– What should be under configuration control?

– Is the change necessary, and if so, why?

– What goes under version control?

– Does the change involve a usq?

– Implemented as proposed?

– Why a service desk?

Continual improvement process Critical Criteria:

Study Continual improvement process results and correct Continual improvement process management by competencies.

– Do the ITSM decisions we make today help people and the planet tomorrow?

– What are the barriers to increased ITSM production?

Functional requirement Critical Criteria:

Wrangle Functional requirement outcomes and ask what if.

– 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?

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

– Does ITSM analysis isolate the fundamental causes of problems?

– What are the business goals ITSM is aiming to achieve?

– What about ITSM Analysis of results?

ISO/IEC 20000 Critical Criteria:

Use past ISO/IEC 20000 tactics and diversify disclosure of information – dealing with confidential ISO/IEC 20000 information.

– Where do ideas that reach policy makers and planners as proposals for ITSM strengthening and reform actually originate?

– What are the usability implications of ITSM actions?

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

– What threat is ITSM addressing?

ISO/IEC 27000 Critical Criteria:

Check ISO/IEC 27000 results and get going.

– Can we add value to the current ITSM decision-making process (largely qualitative) by incorporating uncertainty modeling (more quantitative)?

– What other jobs or tasks affect the performance of the steps in the ITSM process?

ISO 9000 Critical Criteria:

Steer ISO 9000 management and finalize 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?

– For your ITSM project, identify and describe the business environment. is there more than one layer to the business environment?

– What tools do you use once you have decided on a ITSM strategy and more importantly how do you choose?

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

– Does ITSM analysis show the relationships among important ITSM factors?

IT Service Management Forum Critical Criteria:

Concentrate on IT Service Management Forum decisions and probe IT Service Management Forum strategic alliances.

– What sources do you use to gather information for a ITSM study?

– Can we do ITSM without complex (expensive) analysis?

– How is the value delivered by ITSM being measured?

Information Technology Infrastructure Library Critical Criteria:

Unify Information Technology Infrastructure Library adoptions and probe using an integrated framework to make sure Information Technology Infrastructure Library is getting what it needs.

– What are specific ITSM Rules to follow?

– Is a ITSM Team Work effort in place?

– How do we maintain ITSMs Integrity?

Information security management Critical Criteria:

Study Information security management tasks and assess and formulate effective operational and Information security management strategies.

– 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?

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

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

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

– Are damage assessment and disaster recovery plans in place?

– How will you measure your ITSM effectiveness?

Information technology Critical Criteria:

Consider Information technology decisions and find answers.

– 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?

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

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

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

– How will you know that the ITSM project has been successful?

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

Marval Software Critical Criteria:

Recall Marval Software leadership and catalog Marval Software activities.

– what is the best design framework for ITSM organization now that, in a post industrial-age if the top-down, command and control model is no longer relevant?

– What will drive ITSM change?

Microsoft Operations Framework Critical Criteria:

Mix Microsoft Operations Framework planning and secure Microsoft Operations Framework creativity.

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

Network and Service Management Taxonomy Critical Criteria:

Be clear about Network and Service Management Taxonomy risks and find answers.

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

– Is there any existing ITSM governance structure?

– Does ITSM appropriately measure and monitor risk?

Network management Critical Criteria:

Examine Network management strategies and describe which business rules are needed as Network management interface.

– How do you determine the key elements that affect ITSM workforce satisfaction? how are these elements determined for different workforce groups and segments?

– Are we making progress? and are we making progress as ITSM leaders?

– Are there ITSM problems defined?

Quality management Critical Criteria:

See the value of Quality management planning and find out what it really means.

– What is the future of Data Quality management?

– Quality management -are clients satisfied?

Service desk Critical Criteria:

Co-operate on Service desk engagements and mentor Service desk customer orientation.

– Does ITSM include applications and information with regulatory compliance significance (or other contractual conditions that must be formally complied with) in a new or unique manner for which no approved security requirements, templates or design models exist?

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

– How does mobility improve your organizations service desk effectiveness?

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

– Are you running your service desk or is your service desk running you?

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

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

Software engineering Critical Criteria:

Group Software engineering leadership and describe which business rules are needed as Software engineering interface.

– 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?

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

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

– In a project to restructure ITSM outcomes, which stakeholders would you involve?

– Better, and cheaper than software engineering?

– Is Supporting ITSM documentation required?

Systems management Critical Criteria:

Rank Systems management engagements and correct Systems management management by competencies.

– Meeting the challenge: are missed ITSM opportunities costing us money?

– How do we know that any ITSM analysis is complete and comprehensive?

United Kingdom Critical Criteria:

Illustrate United Kingdom management and maintain United Kingdom for success.

– How can you negotiate ITSM successfully with a stubborn boss, an irate client, or a deceitful coworker?

Workflow management system Critical Criteria:

Test Workflow management system quality and cater for concise Workflow management system education.

– What will be the consequences to the business (financial, reputation etc) if ITSM does not go ahead or fails to deliver the objectives?

– What is the purpose of ITSM in relation to the mission?


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

ITSM External links:

ITSM | IT Service Management | ServiceNow

ChangeGear ITSM Platform | ITIL Processes – SunView …

ESM, ITSM, ITAM, ITIL, and More | Flycast Partners

IT service management External links:

Remedy 9 – IT Service Management Suite – BMC Software

Axios Systems External links:

Axios Systems assyst Reviews | G2 Crowd

Filter reviews by the users’ company size, role or industry to find out how Axios Systems assyst works for a business like yours.

Axios Systems – Home | Facebook

Business Process Framework External links:

eTOM Business Process Framework – Interfacing

Business Process Framework (eTOM) The Business Process Framework is an operating model framework for telecom service providers in the telecommunications industry.[1] The model describes the required business processes of service providers, and defines key elements and how they should interact.
http://Reference: en.wikipedia.org/wiki/Business_Process_Framework_(eTOM)

[PDF]Siebel Business Process Framework: Workflow Guide

Business process External links:

Microsoft Dynamics 365 – Modernizing Business Process …

Create Business Process Automation Apps – Salesforce.com

What Is a Business Process? (with picture) – wiseGEEK

Capability Maturity Model Integration External links:

[PDF]Capability Maturity Model Integration (CMMI) Overview

Continual improvement process External links:

Continual Improvement Process (CIP) – Rudolph

Functional requirement External links:

[PDF]Functional Requirements Document – University of …

ISO/IEC 20000 External links:

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:

What is ISO/IEC 27000 | IGI Global

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

What is ISO 9000? – Definition from WhatIs.com

Information Technology Infrastructure Library External links:

Information Technology Infrastructure Library (ITIL)

ITIL – The Information Technology Infrastructure Library

Information security management External links:

Information Security Management – Home2

CCISO Information Security Management Training …

Information technology External links:

Information Technology (IT) Industry & Association | CompTIA

OHIO: Office of Information Technology |About Email

Information Technology Services – UTMail

Marval Software External links:

Marval Software (@MarvalSoftware) | Twitter

Marval Software – Home | Facebook

Marval Software · GitHub

Microsoft Operations Framework External links:

Microsoft Operations Framework

Microsoft Operations Framework (MOF) – Module 2 – …

Network and Service Management Taxonomy External links:

Network and service management taxonomy – Revolvy
https://www.revolvy.com/topic/Network and service management taxonomy

Network and Service Management Taxonomy – Simpleweb

Network management External links:

Download Free Network Management & Free Network …

[PDF]Network Management Card User’s Guide

ASUS Router App – Easy Network Management in Hand

Quality management External links:

Antelope Valley Air Quality Management District

Total Quality Management (TQM): What is TQM? | ASQ

abaqis® | Quality Management System

Service desk External links:

NIH IT Service Desk

Service Desk – fmPilot

NIH IT Service Desk – Request for Service

Software engineering External links:

Software Engineering Institute

Systems management External links:

– Operation Processes and Systems Management …

KACE Endpoint Systems Management Appliances

Geographic Information Systems Management Office – …

United Kingdom External links:

Year 2018 Calendar – United Kingdom

Brendan Cole | United Kingdom | Brendan Cole Tour

Kristina Rihanoff | United Kingdom | Dance to the Music Tour

Workflow management system External links:

Associate Workflow Management System

:: MDFlow :: – EMR and Patient Care Workflow Management System

TrackPro | Workflow Management System

Leave a Reply

Your email address will not be published. Required fields are marked *