quiz

 

Question 1 - Services

1 - We do not have any defined service offering

2 - We understand the IT capacity we can deliver

3 - We can differentiate our services according to the technologies

4 - We have a list of documented services available for our customers

5 - We have a service catalogue available for our customers

6 - We have a defined service catalogue accessible through a portal with an automated process

Question 2 - Request (user's level)

1 - We do not formalise our IT resource request

2 - Clients can submit generic requests

3 - Clients can submit specific requests to cover specific needs (updates,...)

4 - Clients are asked to comply with a process prior to get resources

5 - We align the business needs with the resource allocation

6 - We have regular meetings with our clients to understand their current & future business needs (demand management)

Question 3 - Service Level Agreements

1 - We do not have any SLAs

2 - We have defined IT services objectives (per IT domain)

3 - We have defined integrated IT services (multi-IT domain integration) objectives

4 - We have defined customer-centric services objectives

5 - We have documented service level agreements with our customers

6 - We guarantee the SLAs

Question 4 - Demand management (business level)

1 - We do not have any structured demand process

2 - All business demands are documented and individually managed

3 - We set up business demand priority based upon demand-type, severity and urgence

4 - We have a ticketing solution to share business demands across the IS

5 - We have a client-facing ticketing solution

6 - Clients can generate demands through a portal with an automated process including escalation

Question 5 - IT services financial

1 - IT budget is not centrally managed

2 - There is a central and shared budget

3 - There is a global IT budget with specific fields for individual requests (user request)

4 - There is a global IT budget with specific business demands

5 - The whole IT budget is fully aligned with the business

6 - The whole IT budget is fully aligned and optimised to encompass the business expectations (futur expectations)

Question 6 - Capacity management

1 - There is no visibility of the IT capacity

2 - We can state about the overall capacity

3 - We can state about the actual capacity we can deliver at any time

4 - We can identify the resources we can allocate for new requests

5 - We manage dynamically any capacity changes and can forecast upcoming capacity events (thersholds, ...)

6 - We manage the capacity from a global prospective (integrated management at IT level)

Question 7 - Configuration management

1 - There is no reliable configuration data

2 - Configuration information is scattered across several repositories

3 - There are some structured data repositories across the IT

4 - There is an unique repository for all the configurations

5 - There is a single repository with interdependancies (CMDB)

6 - There is a single dynamically updated repository

Question 8 - Problem management

1 - There is not reliable and efficient problem resolution

2 - Problems are always resolved but there is no correlation

3 - We can evaluate tendancies

4 - We work around major problems (temporary solutions)

5 - We always work out a solution

6 - We do have a root cause analysis

Question 9 - Technology standardisation

1 - Technology is acquired on the basis of individual needs

2 - We encourage our clients to select technologies that we recommend

3 - There is a range of standard technology but our clients can suggest alternatives

4 - There is a range of standard technology the be used for all solutions

5 - There are documented configurations for all recommended technologies

6 - There is a global reference technical architecture (Governance of the RTA)

Question 10 - Tools

1 - Tools are hardly used to manage the IT activity

2 - Tools are limited for a 're-active' evaluation (not much pro-active mode)

3 - We use specific tools to handle specific technologies

4 - We use commercial tools without much integration

5 - We have a limited integrated management

6 - We have a complete integrated management

Question 11 - Skills

1 - We have not a sufficient skilled team to supply the expected IT services

2 - We depend too much on third party teams to help us supply IT services

3 - We supply the core IT services with our in-house team and complete with external skills

4 - We can easily evaluate our competence and build up a training plan to complete if need be

5 - We maintain an on-going training plan for our teams to reinforce our in-house skills

6 - We manage the skills and certifications of our own employees to fulfil our client business demand

Question 12 - Strategy

1 - We have no IT strategy

2 - We have some documented recommendations for some aspects of the IT

3 - There is a documented and published IT strategy across the IT

4 - There is a documented and published IT strategy across the company

5 - There is a documented IT strategy aligned with the business expectations

6 - The IT strategy is recognised as a core element of the company strategy

Question 13 - Data management

1 - There is no understanding of the value of the stored data stored by the applications or specific services

2 - There is an understanding of the value of the stored data stored by the applications or specific services

3 - There is a global understanding of the value of the stored data (type of data, which domain they refer to, ...)

4 - There is a full measure of the value of the data

5 - The IT is able to handle to data life cycle but for a selected sub-set of data

6 - The IT is able to handle the complete life cycle (data policy aligned with business expectations)

Question 14 - Cost management

1 - We have no understanding of the costs

2 - We have a cost evaluation for IT and services purchasing

3 - We have a cost evaluation for purchases, services and maintenance

4 - We have a full understanding of all the individual costs

5 - We have a full understanding of a service cost

6 - We have a full understanding of the ROI

Question 15 - Roadmap

1 - We have not documented plan

2 - We build up plans only for projects

3 - The IT has an annual plan evaluation

4 - The IT has a plan evaluation on a regular basis

5 - The IT has plan evaluation on a regular basis with a update process

6 - The IT activity is managed from a global IS plan

Question 16 - Agility

1 - Requests are not always handled

2 - Requests are discussed with clients and then prioritised

3 - Requests are prioritised according to documented business prioirities

4 - IT keeps some capacity left to rapidly handle any urgent request

5 - IT is proactive to identify the technology which best fits with the business

6 - IT is flexible and reactive to give a competitive edge to the company

Question 17 - Technology

1 - Most of the IT asset is or about to be obselete

2 - The IT asset is a combination of legacy and standard technology to encompass similar business needs

3 - Legacy IT exists to support some specific needs

4 - Most of the IT asset is made of new technology

5 - IT asset has been designed to accompany with the company growth

6 - IT department has adopted the right technology to align with the business needs

Question 18 - Communication

1 - There is no regular communication between IT and the business lines

2 - IT communicates issues to clients

3 - IT gives maintenance shedule to clients

4 - IT is proactive to get service users feed-back

5 - IT has put in place structured forums to communicate with clients

6 - Clients communicate the business expectations

Question 19 - Governance management

1 - There is no risk understanding

2 - We use journals to keep tracks

3 - There is a central risk registry for the overall IT

4 - All risks are evaluated across the IS to assess the impact

5 - All risks are evaluated across the IS to settle a plan of risk mitigation

6 - Any action to mitigate a risk and guarantee a service level are first reviewed and then planned

Question 20 - Regulation

1 - There is no understanding of the regulation to comply with

2 - There is an understanding of the compliance

3 - Compliance is managed within the IT department

4 - All compliance issues which require the IT departement support are reviewed on a year-basis

5 - All compliance issues which require the IT departmenet support are reviewed on a frequent and regular basis

6 - IT department is the right place to manage the global compliance program

 

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