Search

Areas of Assessment

The ITS review is covering the following areas:

Service Delivery - Level and quality of current service delivery

The Service Delivery component is assessed to determine the quality of the current service delivery environment as compared to industry best practices. This examines ITS's organizational alignment, strategy and vision, level of process integration, management of the service, user satisfaction and its focus on meeting or exceeding service level and operational goals.

People - Quality and focus of staff development

The People component is assessed to examine the level and quality of staff development, to include culture, roles and responsibilities, customer service focus, training plans, and employee care methodology.

Price Point - Cost to deliver services

The Price Point component is assessed to determine the internal cost to deliver services, as compared to industry best practices. This includes the analysis of resource utilization and infrastructure components to quantify service costs.

Measurement - Management and analysis of performance metrics

The Measurement component is assessed to determine the organization's service level management methodology and process. This includes a review of operational metrics, the use of the metrics to communicate performance, trending capabilities, and related continuous improvement disciplines.

Financial Management - Financial controls and discipline

The Financial Management component is assessed to determine the organization’s financial management methodology, including budget management, demand management, alignment of budget to IT delivery activities, and cost recovery mechanisms.

Standardization - Level of standardization across the technical landscape

The Standardization component is assessed to determine the organization's level of standardization in terms of hardware, software, tools, applications, and processes.

Tools and Automation - Quality and automation of current toolset

The Tools and Automation component is assessed to determine the organization's tool portfolio used in enterprise management to determine effective use of automation to enhance service delivery.

The specific service areas that will be assessed include:

• End User Computing
• Desktops, Laptops, Thin Clients, PDAs, Printers
• Platform Standards
• Desktop Procurement
• Image Build & Management
• Installs, Moves, Adds, Changes (IMACS)
• Software Distribution
• Asset Tracking
• Desk-side Support, Break/Fix
• Refresh, Removal, Disposal
• Messaging and Collaboration
  • Messaging Services, including number and variation of messaging platforms.
  • Collaboration Services, including number and usage
• Security
  • Monitoring
• Data Center
• Storage
• Data Center Facilities
• Network – Data, Voice and Internet/Intranet/Extranet
• Application Operations (Applications Operations is that part of the application program which has a direct relationship to the infrastructure the applications use and the operational aspects of supporting the applications.)
• Service Management
  • Service Desk
  • Incident Management
  • Problem Management
  • Request Management
  • IT Governance
  • Customer Relationship Management
  • Service Level Management
  • Financial Management
  • Vendor Management
  • Service Delivery Management
  • Incident Management
  • Change Management
  • Release Management
  • Configuration Management
  • Asset Management
  • Capacity Management
  • Availability Management
  • Procurement
• Security and Compliance
  • Standards
  • Policy Administration
  • Vulnerability Management
  • Intrusion Detection
  • End User Account and Access Management
  • Compliance Programs
  • Software and Management
  • Data Retention and Protection