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ITIL® Baseline and Benchmark Assessment

ConnectSphere’s ITIL baseline and benchmark offerings help you to assess your performance and controls against your internal standards, contracts or industry standards. The benefits of a baseline and benchmark assessment are:

  • Visibility into the organization's activities and current capabilities
  • Understanding how the organization’s activities link to your business objectives
  • Improved ability to ensure that your service meets customer expectations

ConnectSphere’s consultant helps you to select a process subset appropriate to the context, purpose and scope of the benchmark assessment. ConnectSphere uses the ISO/IEC 15504-2 Process Assessment standard to perform an assessment. The output is designed to suit your business needs and will include:

  • Baseline compliance, maturity and quality measures
  • Benchmark against industry standards and CMMI levels
  • Report gaps / weaknesses / strengths
  • Improvement: identify opportunities and make recommendations

ITIL and ISO 20000 assessment and benchmark

ConnectSphere uses the Service Improvement Manager (SIM) product to measure the maturity of your ITIL and ISO/IEC 20000 processes. SIM has been designed to facilitate detailed and comprehensive assessments based upon ITIL and the ISO/IEC 20000 IT Service Management standard. Using SIM ensures that a proper in-depth analysis of your capability levels can be accurately determined.

ISO/IEC 15504 and ITIL Benchmark

ConnectSphere expert consultants benchmark your processes against the ITIL industry standards using the ISO/IEC 15504 models to determine process performance and capability levels. The ISO/IEC 15504 indicators are used as a basis for collecting the objective evidence that enables an assessor to assign ratings.

ISO/IEC 19770 Benchmark - Software Asset Management (SAM)

ConnectSphere expert SAM consultants can benchmark against the ISO/IEC 19770 standard to determine where you are on your journey to achieve certification.

Benchmark against COBIT capability maturity levels

A COBIT assessment and benchmark is performed within the COBIT IT governance framework that links IT activities, processes and goals to the business goals. Stakeholders across IT groups share their issues and are actively involved in the assessment. This will help to ensure that these stakeholders engage in any proposed improvements.

CMMI levels and CMMI for Services Benchmark

CMMI models provide best practices that you can compare to your organization's best practices and guide improvement to your processes. ConnectSphere uses the Standard CMMI Appraisal Method for Process Improvement (SCAMPI) for the comparing the assessment findings to a CMMI model. ConnectSphere consultants can baseline and benchmark your service management using CMMI for Services (CMMI-SVC). This model provides guidance to service provider organizations for establishing, managing, and delivering services.

Service improvement planning

With a clear understanding of how you compare to industry standard benchmarks, you can focus on key gaps, risks and opportunities for improvement journey. ConnectSphere expert consultants can work with you to prioritise and plan improvements to meet your business objectives and compliance requirements. Typical deliverable are: strategy and planning workshops, a roadmap and business case for improvement.

"ConnectSphere's assessment provided us with an independent, impartial and objective review of our service management capability. The assessment report helped us to set performance objectives for our managers and process owners. The assessment recommendations gave us a sound basis for prioritising and planning service improvements."