Maturity Assesment for Processes in IT

Maturity Assesment for Processes in IT

What is MAPIT? Maturity Assessment for Processes in IT Tool for assessing the maturity of IT Service Management processes in terms of performance and quality Based on ITIL 2011 and CMMI 1.3 best practice approaches and reference models Analysis and graphical evaluation of strengths and weaknesses Derivation of optimization suggestions and actions for targeted and sustainable improvements of the process maturity Additional analysis dimensions: ISO 20000 and GAMP 5 2

Benefits For Customers Broad insights into key IT Service Management processes Systematic detection of strengths and weaknesses during process execution Developing actions with our experienced consultants Ideal foundation for follow up projects to improve the IT processes Periodical assessment Predictable investment Scalable assessment scope (e.g. focus on specific processes) Simple assessment execution by using a web-based tool 3

Use of Process Assessment Profound positioning Assessing and improving quality, performance and maturity of processes CIP Possibility of benchmarking with other departments and organizations Process improvement according to ITIL Taking targeted actions to remedy weaknesses Periodic assessments allow control of success and proof of «increasing» maturity 1 st MAPIT 2 nd MAPIT Maturity Level n+2 Maturity Level n+1 Maturity Level n 4

Process Coverage Service Operations Event Management Incident Management Request Fulfillment Problem Management Access Management * Service Transition Service Design Design Coordination * Service Catalogue Management Service Level Management Availability Management * Capacity Management * IT Service Continuity Management Information Security Management & Supplier Mgmt.* Service Strategy Transition Planning & Support * Change Management Service Asset & Configuration Mgmt. Release & Deployment Management Service Validation & Testing * Change Evaluation * Knowledge Management * Strategy Management for IT Services * Service Portfolio Management * Financial Management for IT Services Demand Management * Business Relationship Management * * Upon request 5

Structural Overview of MAPIT Generic Practices Specific Practices Process Quality MPIT M A P I T Gap Analysis Process Performance Based on ISO 20000 & GAMP 5 6

Process quality Process Quality Analysis Analysis of «Generic Practices» to determine the process quality The higher the maturity level the more reliable and repeatable the process is and the higher the process excellence is Process quality maturity level Maturity 3 89% 2 1 Category GP1 GP2 GP3 level fulfilled Maturity of process quality «Generic Practices» Level 1 Achieve specific goals 2.00 Level 2 Institutionalize a leaded process Level 3 Institutionalize a defined process 7

Process Performance Analysis Representation of the maturity level at a glance «Specific Practices» based on categories The higher the maturity level the better the covering of ITIL and the more efficient the process is executed 7 Business / customer focus 6 Tool support and automtization 1 Process understanding and requirements 2 Service Catalogue planning 3 Execution and service 5 Process monitoring and integration in the organization (structure) 4 Integration in the organization(proces s) Maturity process performance «Specific Practices» 3.65 Level 1 Level 2 Level 3 Level 4 Level 5 8

Analysis Dimensions: ISO 20000 and GAMP 5 Review of IT Service Management processes according to ISO 20000 and GAMP 5 criteria Identify actions to prepare for an ISO certification Analysis overview ISO 20000 requirements Fulfilled Not fulfilled 87% 13% Gaps inside the process Detailed description of requirements Are there any procedures which describe the initiation and registration of changes (RfCs)? Is it defined and communicated who (person or groups) is allowed to request changes inside the organization? 9

MAPIT Procedure Model Project Scope Assessment Execution Appraisal Results & Next Steps Project goals Process selection Preperation of the assessment participants Consolidation of the assessment results Findings Recommendations Process analysis Actions * The duration of the assessment execution depends on the number of processes, the availability of the stuff and the depth of the analysis (average: 3-6 weeks). 10

Offer Alternatives Self Assessment Assessment Execution by Arcondis Consultants «Hard Evidence» Assessment Area of operations (recommend) Heads Up Placing the topic Creating «Awareness» Determining the current maturity level Progress reports to supervisors and clients Identifying weaknesses Assessment preparation Well-directed process improvement programs Detailed rating of departments (goals) Analysis level Own responsibility Personal appraisal Interview by our consultants Follow up on «critical» aspects Selective inspection of documents Interview by our consultants Targeted inspections of documents and instruments Evaluation Standard evaluation (maturity and gaps) Options: Standard evaluation Strengths-Weaknesses-Analysis High level rating First measure catalogue Benchmarking Options: Standard evaluation Strengths-Weaknesses-Analysis Measure catalogue & planning concrete actions Benchmarking Effort (internal / external) 1-2 hours per process Dependent on the desired depth of evaluation and analysis Dependent on the desired depth of evaluation and analysis 11

Thank you for your attention! ITIL is a registered trade mark of the Cabinet Office CMMI is registered in the U.S. Patent and Trademark Office by Carnegie Mellon University ISO is a Registered Trade Mark of the International Organization for Standardization GAMP is a registered trademark of the International Society for Pharmaceutical Engineering Inc. Arcondis AG Switzerland Christoph Merian-Ring 31a CH-4153 Reinach Arcondis GmbH Frankfurt Mergenthalerallee 79-81 D-65760 Eschborn Arcondis GmbH Munich Landshuter Allee 8 D-80637 Munich www.arcondis.com Tel: +41 61 717 82 00 Fax: +41 61 717 82 01 Tel: +49 6196 76 9988 0 Fax: +49 6196 76 9988 10 Tel: +49 89 54 55 83 24 Fax: +49 89 54 55 83 99 Mail: info@arcondis.com Mail: cs-eschborn@arcondis.com Mail: cs-muenchen@arcondis.com Web: www.arcondis.com Web: www.arcondis.com Web: www.arcondis.com