PinkSCAN – ITSM Maturity Assessment

Measure the Maturity of your ITSM Processes

PinkSCAN is Pink Elephant’s ITSM Maturity Assessment & Benchmarking Service. You can measure as few or as many processes as deemed fit for purpose. PinkSCAN an independent, objective assessment of ITSM Process maturity, as compared to ITIL Best Practices. Measurement is indispensable to good management, especially in today’s competitive environment, and more than ever, IT needs to deliver efficient and cost effective services to the business. Whether the driver is internal service improvement, achieving a quality standard, or meeting compliance regulations, having a benchmark of current state is essential for any improvement programme. This baseline is the point from which future improvements and progress can be measured. The standard PinkSCAN maturity assessment service provides a baseline of the maturity of ITSM processes and, allows informed decisions to be made to drive continual service improvement.

The PinkSCAN Maturity Model

PinkSCAN maturity assessment employs a maturity scale of 1-5, based upon the Capability Maturity Model developed by the Carnegie Mellon Software Engineering Institute. The CMM model of expressing process maturity has become the definitive reference in the industry. Pink Elephant were the first organisation to specifically use CMM to assess IT Service Management processes. CMM with specific application to IT Service Management is also referenced in the lTIL publication “Planning to implement IT Service Management” and by external organisations such as: ISACA in their use of COBIT & Gartner Research (see tutorial paper TU-17-374S).

The PinkSCAN ITSM Maturity Assessment Service

PinkSCAN ITSM Maturity Assessment

A target benchmark is agreed, and once the assessment is complete a Gap Analysis is performed which highlights priority areas and processes for improvement.

The ITSM Process Assessment is conducted through structured interviews with operational and strategic personnel. A view of your IT service management organisation is obtained and the cultural climate is also considered. Based upon the interviews, our experience, and extensive ITIL knowledge-base an assessment report is produced which provides the baseline maturity levels of each process in scope and observations of current operations. The report also contains detailed recommendations on how to mature your processes, and how to demonstrate tangible improvements in service to the business.

The report is the critical output from PinkSCAN. We will detail what needs to be done to each process to bring it up to the agreed benchmark level. So for example if Incident Management scores a 2, and the required benchmark is 3, you will receive a list of action points needed to be completed to raise its level.

In addition, the PinkSCAN ITSM Maturity Assessment will also detail Quick Wins – things that you can do quickly, at low cost, and which will be ‘visible’ to your customers. These recommendations should form the basis of any planned Service Improvement Programme or ITIL Implementation project. The ITSM maturity assessment service is totally independent of all hardware and software suppliers. Therefore, there will be NO hidden agenda in any of the recommendations other than to improve process.

Brief Demo of PinkSCAN

Implementing Effective Change

PinkSCAN provides an initial assessment of current IT Service Management processes based on the notion that IT services must provide optimum support to the business processes of a company. It therefore focuses on assessing how effectively the IT processes are currently meeting this goal and in support of this approach, attention is also given to the culture within IT. This provides an indication of the department’s service focus and also a survey of the cultural climate in which your personnel perceive they work. Understanding their perception gives you the means to implement changes quickly and with the acceptance and support of your teams.

Understanding the culture of the organisation will also allow you to create a suitable change and communication programme. It is imperative to focus upon the people element of any programme to avoid project failure.

Resistance to change is commonplace and can be extremely disruptive when embarking upon organisational change programmes, such as an ITlL implementation. A scenario to be avoided is where change splits an organisation into two opposing sides – the side initiating the change, as against the side which has to undergo the change.Pink Elephant rate the work of John P Kotter, who is a professor of Leadership at the Harvard Business School in Boston. In 1995 John Kotter wrote an article for the Harvard Business Review entitled ‘Leading change: Why Transformation efforts fail’ (HBR March-April 1995).

ITSM Continual Service Improvement Model

This extensive research describes why many transformations fail and what the 8 most important steps are for successfully realising a transformation. From this we have developed a Change Readiness Assessment which delivers a statement about an organisations Readiness to successfully adopt the changes encountered when embarking upon an ITIL implementation programme.

To learn more about how Pink Elephant can help you define, drive and realise your ITSM vision contact us at +60 3 8605 3610 (Malaysia) / +65 6734 2744 (Singapore) / 800 96 8197 (Hong Kong) or email us.