Measuring effects before and after ITIL implementation

One of the reasons management wants to get ITIL in house is to be more efficient. And in order to prove improve efficiencies, your IT organisation must measure the effectiveness of processes before and after ITIL.

Begin your implementation by benchmarking the activities of the IT organisation to determine how well it’s performing. The owner of ITIL, Office of Government Commerce (OGC), provides online resources that you can use to assess the IT organisation. OGC also provides worksheet that is downloadable from their Web page. To perform basic assessment, you’ll need to answer various sets of questions for each of the processes. For example, the evaluation for Incident Management includes questions like, “Is the business need for a Service Desk clearly identified and understood?” and “Does the Service Desk provide a status update to the customer on the closure of incidents?“

Just take the test and score the results. Basically, the result of the test will usually tend to be much better than you expect because majority of the organisations have at least basic sets of processes in place. However, it is the way these processes work together that shows the true value of your IT readiness.