Introduction

Main goal ITSMF-Benchmarking: Increase Quality of IT Service Management

  • Offer an independent framework for measuring the current quality, performance and high level costs of IT Service Management organizations;
  • Client data will be store by an independent party to be able to show the changes in follow-up measurements;
  • Reference groups will be shown to compare the current position against peers (DB Average, DB Top 25%, Sector Average);
  • Client data will be validated by an independent external consultant before it is allowed to be processed in the database;
  • Anonymous data will be analyzed regularly and the conclusions will be shared with participating ITSMF Local Chapters;
  •  The process model is based on ISO 20000, extended with maturity stages according to the CMMI model. When clients want to measure based on other frameworks, the model will be extended if commercially viable (ITIL v3, COBIT 4.1);
  •  Performance will be measured according the metrics as published in the ITSM Library book “METRICS for IT Service Management” and additional other relevant metrics;
  • The quality of the model will by continuously improved under supervision of the ITSMF-Benchmarking committee;
  • The model can only be used by sufficiently qualified ITSMF vendor members

 

ISO/IEC 20000 has been published, METRICS are getting more attention and process Maturity is very much an issue for many of our members. The only thing that is missing was a comprehensive TCO calculation in combination with of all of the above.

Most large consultancies have developed their own assessment tools to assist customers in performance improvement and new developments like ISO and process Maturity while others created specific cost models. Why not create a shared service centre for benchmarking so investments in model changes (ITIL (TM) v3, CMMI for services, ISO20000) are only done once ? We could all use the same definitions and standardized calculations. This would create an opportunity to create a database with objective and quantified best practice information we can all profit from. This is truly a key target of ITSMF: creating a common platform by members for members to improve our IT Service Management performance.

ITSMF Netherlands is setting this up in co-operation with several knowledgeable and experienced Founding Partners; all are active ITSMF-members. The database is based on the 4 different views but combined in a set of specific questionnaires that need to be answered by the customer. The selling partners (must be vendor members of ITSMF) can assist them in scoping the environment and answering detailed questions (provided they have certified consultants in ITIL (TM) and ISO) and guide them through the questionnaires. The draft report will be available for review and may lead to corrections in the answers. Once the final answers are ready, processing can begin and the results are sent to the selling partners? lead-consultant. Recommendations and additional analysis can be added before the final results are presented to the customer.

ITSMF-Benchmarking creates the questionnaires, stores and processes the data and organises the support site. Training selling partners? consultants to become a certified benchmarking consultant is the other task. Everything else needs to be done by the selling partner.

Once the pilots are successful, ITSMF-Benchmarking will contact the ITSMF chapters to start the benchmarking activities in other countries. By then we will plan and assist in doing benchmarks in your own region. Meanwhile, we invite you to be kept informed by subscribing to our monthly newsletter that will start soon.