0 - We do not have any defined service offering
1 - We understand the IT capacity we can deliver
2 - We can differentiate our services according to the technologies
3 - We have a list of documented services available for our customers
4 - We have a service catalogue available for our customers
5 - We have a defined service catalogue accessible through a portal with an automated process
0 - We do not formalise our IT resource request
1 - Clients can submit generic requests
2 - Clients can submit specific requests to cover specific needs (updates,...)
3 - Clients are asked to comply with a process prior to get resources
4 - We align the business needs with the resource allocation
5 - We have regular meetings with our clients to understand their current & future business needs (demand management)
0 - We do not have any SLAs
1 - We have defined IT services objectives (per IT domain)
2 - We have defined integrated IT services (multi-IT domain integration) objectives
3 - We have defined customer-centric services objectives
4 - We have documented service level agreements with our customers
5 - We guarantee the SLAs
0 - We do not have any structured demand process
1 - All business demands are documented and individually managed
2 - We set up business demand priority based upon demand-type, severity and urgence
3 - We have a ticketing solution to share business demands across the IS
4 - We have a client-facing ticketing solution
5 - Clients can generate demands through a portal with an automated process including escalation
0 - IT budget is not centrally managed
1 - There is a central and shared budget
2 - There is a global IT budget with specific fields for individual requests (user request)
3 - There is a global IT budget with specific business demands
4 - The whole IT budget is fully aligned with the business
5 - The whole IT budget is fully aligned and optimised to encompass the business expectations (futur expectations)
0 - There is no visibility of the IT capacity
1 - We can state about the overall capacity
2 - We can state about the actual capacity we can deliver at any time
3 - We can identify the resources we can allocate for new requests
4 - We manage dynamically any capacity changes and can forecast upcoming capacity events (thersholds, ...)
5 - We manage the capacity from a global prospective (integrated management at IT level)
0 - There is no reliable configuration data
1 - Configuration information is scattered across several repositories
2 - There are some structured data repositories across the IT
3 - There is an unique repository for all the configurations
4 - There is a single repository with interdependancies (CMDB)
5 - There is a single dynamically updated repository
0 - There is not reliable and efficient problem resolution
1 - Problems are always resolved but there is no correlation
2 - We can evaluate tendancies
3 - We work around major problems (temporary solutions)
4 - We always work out a solution
5 - We do have a root cause analysis
0 - Technology is acquired on the basis of individual needs
1 - We encourage our clients to select technologies that we recommend
2 - There is a range of standard technology but our clients can suggest alternatives
3 - There is a range of standard technology the be used for all solutions
4 - There are documented configurations for all recommended technologies
5 - There is a global reference technical architecture (Governance of the RTA)
0 - Tools are hardly used to manage the IT activity
1 - Tools are limited for a "re-active" evaluation (not much pro-active mode)
2 - We use specific tools to handle specific technologies
3 - We use commercial tools without much integration
4 - We have a limited integrated management
5 - We have a complete integrated management
0 - We have not a sufficient skilled team to supply the expected IT services
1 - We depend too much on third party teams to help us supply IT services
2 - We supply the core IT services with our in-house team and complete with external skills
3 - We can easily evaluate our competence and build up a training plan to complete if need be
4 - We maintain an on-going training plan for our teams to reinforce our in-house skills
5 - We manage the skills and certifications of our own employees to fulfil our client business demand
0 - We have no IT strategy
1 - We have some documented recommendations for some aspects of the IT
2 - There is a documented and published IT strategy across the IT
3 - There is a documented and published IT strategy across the compagny
4 - There is a documented IT strategy aligned with the business expectations
5 - The IT strategy is recognised as a core element of the compagny strategy
0 - There is no understanding of the value of the stored data stored by the applications or specific services
1 - There is an understanding of the value of the stored data stored by the applications or specific services
2 - There is a global understanding of the value of the stored data (type of data, which domain they refer to, ...)
3 - There is a full measure of the value of the data
4 - The IT is able to handle to data life cycle but for a selected sub-set of data
5 - The IT is able to handle the complete life cycle (data policy aligned with business expectations)
0 - We have no understanding of the costs
1 - We have a cost evaluation for IT and services purchasing
2 - We have a cost evaluation for purchases, services and maintenance
3 - We have a full understanding of all the individual costs
4 - We have a full understanding of a service cost
5 - We have a full understanding of the ROI
0 - We have not documented plan
1 - We build up plans only for projects
2 - The IT has an annual plan evaluation
3 - The IT has a plan evaluation on a regular basis
4 - The IT has plan evaluation on a regular basis with a update process
5 - The IT activity is managed from a global IS plan
0 - Requests are not always handled
1 - Requests are discussed with clients and then prioritised
2 - Requests are prioritised according to documented business prioirities
3 - IT keeps some capacity left to rapidly handle any urgent request
4 - IT is proactive to identify the technology which best fits with the business
5 - IT is flexible and reactive to give a competitive edge to the compagny
0 - Most of the IT asset is or about to be obselete
1 - The IT asset is a combination of legacy and standard technology to encompass similar business needs
2 - Legacy IT exists to support some specific needs
3 - Most of the IT asset is made of new technology
4 - IT asset has been designed to accompagny with the compagny growth
5 - IT department has adopted the right technology to align with the business needs
0 - There is no regular communication between IT and the business lines
1 - IT communicates issues to clients
2 - IT gives maintenance shedule to clients
3 - IT is proactive to get service users feed-back
4 - IT has put in place structured forums to communicate with clients
5 - Clients communicate the business expectations
0 - There is no risk understanding
1 - We use journals to keep tracks
2 - There is a central risk registry for the overall IT
3 - All risks are evaluated across the IS to assess the impact
4 - All risks are evaluated across the IS to settle a plan of risk mitigation
5 - Any action to mitigate a risk and guarantee a service level are first reviewed and then planned
0 - There is no understanding of the regulation to comply with
1 - There is an understanding of the compliance
2 - Compliance is managed within the IT department
3 - All compliance issues which require the IT departement support are reviewed on a year-basis
4 - All compliance issues which require the IT departmenet support are reviewed on a frequent and regular basis
5 - IT department is the right place to manage the global compliance program
