Request Fulllfilment process assessment

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Joined: Thu May 26, 2005 8:00 pm
Location: Madrid-Spain

Tue Aug 31, 2010 9:38 am

Hi all

Do you know about any set of questions to evaluate request fullfilment ITIL V3 process maturity?

This process is new in ITIL V3, and the official OGC Self-assessment for ITIL V2 does not deal with this process. And also this process does not appear in ISO20.000 so I cannot the self-assessment ISO20000 to audit this process

Any help will be great!

Kind Regards from Madrid
Javier G. Arcal

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Thu Sep 02, 2010 9:23 am

Define and document your requirements of a request fulfilment process, probably including purpose, objectives, controls and activities and then audit against that documentation.

I doubt if there is a shortcut available, but you can start with fairly skeletal requrements and build depth through improverment processes.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Thu Oct 07, 2010 8:12 am

If you're evaluating process maturity it would probably be better to draw on something like CMMI which assesses criteria like:

* Is there a clear process
* Do all stakeholders understand the process
* Is the process documented
* Do the existing tools support the process
* Does the process fit with other similar processes
* Are management committed to the process
* Does the process have metrics and measures of success

You get the idea
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