Free Assessment: 167 ITSM Things You Should Know

What is involved in ITSM

Find out what the related areas are that ITSM connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a ITSM thinking-frame.

How far is your company on its ITSM journey?

Take this short survey to gauge your organization’s progress toward ITSM leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.

To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.

Start the Checklist

Below you will find a quick checklist designed to help you think about which ITSM related domains to cover and 167 essential critical questions to check off in that domain.

The following domains are covered:

ITSM, IT service management, Axios Systems, Business Process Framework, Business process, Capability Maturity Model Integration, Configuration management database, Continual improvement process, Functional requirement, ISO/IEC 20000, ISO/IEC 27000, ISO 9000, IT Service Management Forum, Information Technology Infrastructure Library, Information security management, Information technology, Marval Software, Microsoft Operations Framework, Network and Service Management Taxonomy, Network management, Quality management, Service desk, Software engineering, Systems management, United Kingdom, Workflow management system:

ITSM Critical Criteria:

Audit ITSM adoptions and display thorough understanding of the ITSM process.

– Have you deployed, or are you looking to deploy, any application discovery and dependency mapping (ADDM) solutions in the next 12 months?

– Do you wish you had more visibility into what is happening across your service delivery organization to better prioritize customer issues?

– What makes you think anyone is actually going to follow the new processes after you close up the project and take down the posters?

– Why do many organizations stumble or fail in their initial attempts at implementing itsm practices, and why wont we?

– What other departments, besides IT, use service catalog as a means of publishing their services in your organization?

– Does current usage support ongoing contract negotiations for maintenance and upgrade renewals?

– Does the cloud service provider require third-party providers in order to deliver services?

– Is Service Delivery (hardware/software/people) capable of supporting requirements?

– Does the service provider have a service desk function based on ITIL principles?

– Is there a defined enterprise IT tool strategy and architecture model?

– What services are published in your organizations service catalog?

– Are you thinking about implementing ITIL standardsbased tools?

– Do you have a growing list of overdue incidents?

– How will we govern an enterprise tool strategy?

– Are you currently engaged in an ITSM project?

– What do you see as your major ITSM challenge?

– How do we deal with change when it happens?

– Where does the data reside?

– Are we over licensed?

IT service management Critical Criteria:

Ventilate your thoughts about IT service management leadership and catalog what business benefits will IT service management goals deliver if achieved.

– While you can hire consultants to help alleviate the resource crunch for the project, who gets to run them after the consultants leave?

– Have you deployed, or are you looking to deploy, any application discovery and dependency mapping (ADDM) solutions?

– How would you describe the impact of cloud vis-a -vis your ITSM initiative/capabilities in your organization?

– What are the best practices in knowledge management for IT Service management ITSM?

– Is Service Delivery (hardware/software/people) capable of supporting requirements?

– What level of service resilience and backup is provided within the service?

– What factors influence the success of implementing it service management?

– If your itsm team is slated for growth, what are the relevant reasons?

– Is the service provider eligible for certification under the scheme?

– What metrics will be provided and are they relevant?

– How will changes affect the customers services?

– What software do I have and why do we have it?

– How many purchased licenses are in actual use?

– What does a disaster recovery plan look like?

– What is the future of it Service Management?

– What is the scope of certification?

– does not soa solve these problems?

– Quality of Service Met?

– Are we over licensed?

Axios Systems Critical Criteria:

Focus on Axios Systems quality and devote time assessing Axios Systems and its risk.

– Do we cover the five essential competencies-Communication, Collaboration,Innovation, Adaptability, and Leadership that improve an organizations ability to leverage the new ITSM in a volatile global economy?

– How will you know that the ITSM project has been successful?

– What are the Essentials of Internal ITSM Management?

Business Process Framework Critical Criteria:

Set goals for Business Process Framework engagements and balance specific methods for improving Business Process Framework results.

– Are there any easy-to-implement alternatives to ITSM? Sometimes other solutions are available that do not require the cost implications of a full-blown project?

– Do those selected for the ITSM team have a good general understanding of what ITSM is all about?

– Why is ITSM important for you now?

Business process Critical Criteria:

Extrapolate Business process outcomes and assess and formulate effective operational and Business process strategies.

– Have senior executives clearly identified and explained concerns regarding Customer Service issues and other change drivers, and emphasized that major improvements are imperative?

– To what extent will this product open up for subsequent add-on products, e.g. business process outsourcing services built on top of a program-as-a-service offering?

– Are interruptions to business activities counteracted and critical business processes protected from the effects of major failures or disasters?

– Has business process Cybersecurity has been included in continuity of operations plans for areas such as customer data, billing, etc.?

– When conducting a business process reengineering study, what should we look for when trying to identify business processes to change?

– Do the functional areas need business process integration (e.g., order entl. billing, or Customer Service)?

– What are the relationships with other business processes and are these necessary?

– What would Eligible entity be asked to do to facilitate your normal business process?

– Do changes in business processes fall under the scope of Change Management?

– What business process supports the entry and validation of the data?

– How do we improve business processes and how do we deliver on that?

– What core business processes drive our industry and channel today?

– How will business process and behavioral change be managed?

– What are internal and external ITSM relations?

Capability Maturity Model Integration Critical Criteria:

Interpolate Capability Maturity Model Integration decisions and probe Capability Maturity Model Integration strategic alliances.

– How do we measure improved ITSM service perception, and satisfaction?

– Are we making progress? and are we making progress as ITSM leaders?

– How important is ITSM to the user organizations mission?

Configuration management database Critical Criteria:

Nurse Configuration management database quality and describe which business rules are needed as Configuration management database interface.

– If a customer complains that service levels are below those agreed in the sla, apparently due to a number of related hardware incidents, who is responsible for ensuring the cause is investigated?

– In which two Service Management processes would you be most likely to use a risk analysis and management method?

– What is the main difference between a cmdb (Configuration Management database) and a typical asset register?

– Which processes other than incident management are involved in achieving a structural solution ?

– Are all requested changes to the configuration items assessed, processed and tracked?

– When: when do you start to place entities under configuration control?

– How is access to the Configuration Management status data controlled?

– A network segment is a superset of a larger network. true or false?

– Are the relationships between configuration items established?

– What is the difference between a problem and a known error?

– Definition: what is software Configuration Management?

– Which incidents should be logged by the service desk?

– Interdisciplinary review of proposed change complete?

– What is a Configuration Management database (cmdb)?

– Is the change necessary, and if so, why?

– Why is application sizing important?

– Independent verification complete?

– How to make it easier to sell?

– Is this right for us?

– Why a service desk?

Continual improvement process Critical Criteria:

Start Continual improvement process results and know what your objective is.

– A compounding model resolution with available relevant data can often provide insight towards a solution methodology; which ITSM models, tools and techniques are necessary?

– How do we make it meaningful in connecting ITSM with what users do day-to-day?

– Are there ITSM problems defined?

Functional requirement Critical Criteria:

Extrapolate Functional requirement outcomes and check on ways to get started with Functional requirement.

– Many teams will find that informal modeling sessions around whiteboards will be sufficient, although sometimes more formal modeling sessions, such as Joint Application Design (JAD) strategies or stakeholder interviews will work best. How will nonfunctional requirements pertaining to availability, security, performance, and many other factors be addressed?

– How will nonfunctional requirements pertaining to availability, security, performance, and many other factors be addressed?

– Does the current environment support the business and functional requirements?

– Does the current environment support the business and functional requirements?

– How does the organization define, manage, and improve its ITSM processes?

– Do you monitor the effectiveness of your ITSM activities?

ISO/IEC 20000 Critical Criteria:

Map ISO/IEC 20000 strategies and maintain ISO/IEC 20000 for success.

– Do we monitor the ITSM decisions made and fine tune them as they evolve?

– Will we be eligible for ISO/IEC 20000 certification?

ISO/IEC 27000 Critical Criteria:

Survey ISO/IEC 27000 quality and develop and take control of the ISO/IEC 27000 initiative.

– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to ITSM?

– Do the ITSM decisions we make today help people and the planet tomorrow?

– What are the long-term ITSM goals?

ISO 9000 Critical Criteria:

Consolidate ISO 9000 projects and probe the present value of growth of ISO 9000.

– What process management and improvement tools are we using PDSA/PDCA, ISO 9000, Lean, Balanced Scorecard, Six Sigma, something else?

– Do not ISO 9000 and CMM certifications loose their meaning when applied to the software industry?

– Think of your ITSM project. what are the main functions?

– Are there recognized ITSM problems?

– What is our ITSM Strategy?

IT Service Management Forum Critical Criteria:

Study IT Service Management Forum decisions and research ways can we become the IT Service Management Forum company that would put us out of business.

– What tools do you use once you have decided on a ITSM strategy and more importantly how do you choose?

– How likely is the current ITSM plan to come in on schedule or on budget?

– Who needs to know about ITSM ?

Information Technology Infrastructure Library Critical Criteria:

Refer to Information Technology Infrastructure Library projects and change contexts.

– Will ITSM have an impact on current business continuity, disaster recovery processes and/or infrastructure?

– How will we insure seamless interoperability of ITSM moving forward?

– How do we Lead with ITSM in Mind?

Information security management Critical Criteria:

Adapt Information security management goals and assess what counts with Information security management that we are not counting.

– Has the organization established an Identity and Access Management program that is consistent with requirements, policy, and applicable guidelines and which identifies users and network devices?

– Has the organization established an enterprise-wide business continuity/disaster recovery program that is consistent with requirements, policy, and applicable guidelines?

– Does ITSM create potential expectations in other areas that need to be recognized and considered?

– What sources do you use to gather information for a ITSM study?

– Is there a business continuity/disaster recovery plan in place?

– Are damage assessment and disaster recovery plans in place?

– How can the value of ITSM be defined?

Information technology Critical Criteria:

Merge Information technology adoptions and intervene in Information technology processes and leadership.

– Does your company have defined information technology risk performance metrics that are monitored and reported to management on a regular basis?

– Do the response plans address damage assessment, site restoration, payroll, Human Resources, information technology, and administrative support?

– If a survey was done with asking organizations; Is there a line between your information technology department and your information security department?

– In what ways are ITSM vendors and us interacting to ensure safe and effective use?

– How does new information technology come to be applied and diffused among firms?

– The difference between data/information and information technology (it)?

– When do you ask for help from Information Technology (IT)?

– How do we keep improving ITSM?

Marval Software Critical Criteria:

Gauge Marval Software visions and ask questions.

– How do you determine the key elements that affect ITSM workforce satisfaction? how are these elements determined for different workforce groups and segments?

– Does ITSM analysis isolate the fundamental causes of problems?

Microsoft Operations Framework Critical Criteria:

Incorporate Microsoft Operations Framework issues and stake your claim.

– What other jobs or tasks affect the performance of the steps in the ITSM process?

– What is the source of the strategies for ITSM strengthening and reform?

– What are the Key enablers to make this ITSM move?

Network and Service Management Taxonomy Critical Criteria:

Think carefully about Network and Service Management Taxonomy goals and triple focus on important concepts of Network and Service Management Taxonomy relationship management.

– What are our best practices for minimizing ITSM project risk, while demonstrating incremental value and quick wins throughout the ITSM project lifecycle?

– Is ITSM Realistic, or are you setting yourself up for failure?

– Will ITSM deliverables need to be tested and, if so, by whom?

Network management Critical Criteria:

Design Network management tasks and report on setting up Network management without losing ground.

– Think about the functions involved in your ITSM project. what processes flow from these functions?

– Is Supporting ITSM documentation required?

Quality management Critical Criteria:

Own Quality management planning and oversee Quality management requirements.

– Record-keeping requirements flow from the records needed as inputs, outputs, controls and for transformation of a ITSM process. ask yourself: are the records needed as inputs to the ITSM process available?

– What is the future of Data Quality management?

– Quality management -are clients satisfied?

– How do we maintain ITSMs Integrity?

Service desk Critical Criteria:

Grade Service desk outcomes and adjust implementation of Service desk.

– Will we be eligible for ISOIEC 20000 certification, even if our Service Desk, infrastructure management and applications management functions are located in different countries?

– How does mobility improve your organizations service desk effectiveness?

– Is the cloud service providers service desk local, onshore or offshore?

– Are you running your service desk or is your service desk running you?

– Is the cloud service providers service desk local, onshore or offshore?

– Are You Running Your Service Desk or is Your Service Desk Running You?

– What are valid performance indicators for the service desk?

– Have all basic functions of ITSM been defined?

– How to deal with ITSM Changes?

Software engineering Critical Criteria:

Air ideas re Software engineering visions and raise human resource and employment practices for Software engineering.

– DevOps isnt really a product. Its not something you can buy. DevOps is fundamentally about culture and about the quality of your application. And by quality I mean the specific software engineering term of quality, of different quality attributes. What matters to you?

– Can we answer questions like: Was the software process followed and software engineering standards been properly applied?

– Is open source software development faster, better, and cheaper than software engineering?

– Does ITSM analysis show the relationships among important ITSM factors?

– Better, and cheaper than software engineering?

– Is the scope of ITSM defined?

Systems management Critical Criteria:

Have a round table over Systems management planning and correct better engagement with Systems management results.

– How do you incorporate cycle time, productivity, cost control, and other efficiency and effectiveness factors into these ITSM processes?

– Risk factors: what are the characteristics of ITSM that make it risky?

– Why should we adopt a ITSM framework?

United Kingdom Critical Criteria:

Do a round table on United Kingdom adoptions and catalog what business benefits will United Kingdom goals deliver if achieved.

– How do we know that any ITSM analysis is complete and comprehensive?

Workflow management system Critical Criteria:

Administer Workflow management system leadership and assess what counts with Workflow management system that we are not counting.

– Which customers cant participate in our ITSM domain because they lack skills, wealth, or convenient access to existing solutions?

– What are our needs in relation to ITSM skills, labor, equipment, and markets?


This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the ITSM Self Assessment:

Author: Gerard Blokdijk

CEO at The Art of Service |

Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.

External links:

To address the criteria in this checklist, these selected resources are provided for sources of further research and information:

ITSM External links:

ESM, ITSM, ITAM, ITIL, and More | Flycast Partners

ITSM (Computer file, 1991) []

Information Technology Service Management (ITSM) | …

IT service management External links:

IT Service Management (ITSM) – BMC Software

IT Service Management | Availability Management | Optanix

Remedy 9 – IT Service Management Suite – BMC Software

Axios Systems External links:

Axios Systems – Home | Facebook

Axios Systems assyst Reviews | G2 Crowd

Axios Systems Reviews | Latest Customer Reviews and …

Business Process Framework External links:


The Business Process Framework is a business process framework for telecom service providers in the telecommunications industry. The model describes the required business processes of service providers, and defines key elements and how they should interact.

Business Process Frameworks | SpringerLink

Business process External links:

Business Process Management Jobs – CareerBuilder

[PDF]Business Process Guide Position Management : …

What is business process? – Definition from

Capability Maturity Model Integration External links:

[PDF]Capability Maturity Model Integration (CMMI) Overview

Configuration management database External links:

Configuration Management Database (CMDB) in …

Functional requirement External links:

What is functional and non functional requirement?…

[PDF]Appendix A. Functional Requirements: Document …


ISO/IEC 20000 External links:

ISO/IEC 20000 – Guia de bolsillo. (eBook, 2006) …

ISO/IEC 20000-1:2005 defines the requirements for a service provider to deliver managed services. It is based on BS 15000-2, which has been superseded. ISO/IEC …
http://ISO/IEC 20000 – Guia de bolsillo. (eBook, 2006) …

ISO/IEC 20000
http://ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1/SC7 and revised in 2011. It is based on and intended to supersede the earlier BS 15000 that was developed by BSI Group.

ISO/IEC 27000 External links:

ISO/IEC 27000 is the ISMS glossary and overview standard – and it’s FREE!
http://ISO/IEC 27000 Series –

ISO/IEC 27000 glossary standard –

ISO/IEC 27000 Series –

ISO 9000 External links:

ISO 9000 – What Is ISO 9000? A Standards Series | ASQ

List of Accredited Registrars, ISO 9000, ISO 14000, …

What is ISO 9000? – Definition from

IT Service Management Forum External links:

IT Service Management Forum – Revolvy Service Management Forum

[PDF]The IT Service Management Forum AT YOUR SERVICE

Information Technology Infrastructure Library External links:

Information Technology Infrastructure Library (ITIL)

[PDF]Information Technology Infrastructure Library – ITIL®

Information security management External links:

Information Security Management – Corralling Mobile …


Federal Information Security Management Act – CSRC

Information technology External links:

OHIO: Office of Information Technology |About Email

Umail | University Information Technology Services

Rebelmail | UNLV Office of Information Technology (OIT)

Marval Software External links:

4 Marval Software reviews. A free inside look at company reviews and salaries posted anonymously by employees.

Marval Software – Home | Facebook

[PDF]Marval Software Ltd. for Incident Management – The …

Microsoft Operations Framework External links:

Microsoft Operations Framework

Microsoft Operations Framework 4.0

What is Microsoft Operations Framework (MOF)? – …

Network and Service Management Taxonomy External links:

Network and Service Management Taxonomy – Simpleweb

Network and service management taxonomy – Revolvy and service management taxonomy

Network management External links:

Video: Network Management Card (NMC) Password …

UNMS – Ubiquiti Network Management System

What is Network Management? Webopedia Definition

Quality management External links:

Quality Management Training Solutions from BSI

Quality Management – Quality Management – Dashboard

abaqis® | Quality Management System

Service desk External links:

CUNA Service Desk

IT Service Desk Live Chat

Five Points Service Desk

Software engineering External links:

Software Engineering Institute

Academy for Software Engineering / Homepage

Systems management External links:

Geographic Information Systems Management Office – …

Welcome to the Mail Systems Management Association

United Kingdom External links:

Nicola Dodd | United Kingdom | CakeStand Quilts

Weather for London, England, United Kingdom

Furniture & Home Furnishings | IKEA United Kingdom

Workflow management system External links:

Document Management & Workflow Management System …

Workflow Management System | Issuetrak

eSchoolView Workflow Management System