How to

self-assess
service management capabilities
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Speakers

Adam Griffith
ITIL Architect

Roman Zhuravlev
Senior ITIL Architect

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The ITIL 4 components

Books Practices Maturity model

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ITIL4 Practice Guides

• 34 practice guides
• 30-40 pages each

• Available via MyAxelos subscription

• Applicable immediately after the

Foundation

The most practical yet the least

known part of ITIL 4
…until now
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Practices update

In 2023, we updated 15 practice guides

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Practice guide’s structure
▪ General information ▪ Partners and
▪ Purpose and description suppliers
▪ Terms and concepts
▪ Scope ▪ Capability
▪ Practice success factors assessment and
▪ Key metrics development
▪ Capability levels
▪ Value streams and processes ▪ Capability self-
▪ Processes assessment
▪ Value stream contribution ▪ Capability
development
▪ Organization and people
▪ Roles, competencies, and ▪ Recommendations
responsibilities for practice success
▪ Organizational structures and
teams

▪ Information and technology

▪ Information exchange
▪ Automation and tooling

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PRACTICE
SUCCESS
FACTORS

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Practice success factors
For the incident management practice to
achieve its purpose, the service provider needs
to:

▪ Detect incidents early

▪ Resolve incidents quickly and

efficiently

▪ Continually improve incident

management

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Practice success factors
For the service configuration management
practice to achieve its purpose, the service
provider needs to:

▪ ensuring that the organization has

relevant configuration information
about its products and services

▪ ensuring that the costs of providing

configuration information are
continually optimized

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Practice success factors
For the service level management practice to achieve its
purpose, the service provider needs to:

▪ establishing a shared view of target service levels

with customers

▪ overseeing how the organization meets the defined

service levels through the collection, analysis,
storage, and reporting of the relevant metrics for
the identified services

▪ performing service reviews to ensure that the

current set of services continues to meet the needs
of the organization and its customers

▪ capturing and reporting on service improvement

opportunities, including performance against
defined service levels and stakeholder satisfaction.
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CAPABILITY
ASSESSMENT
AND
DEVELOPMENT

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ITIL4 Maturity Model

▪ Maturity assessment of the SVS

▪ Capability assessment of the practices

▪ Assessment of the IT service governance and

management system, NOT of ITIL
implementation

▪ Available via Axelos Consulting Partners

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https://www.axelos.com/for-organizations/itil-maturity-model
Capability levels
Level 5: The practice is continually improving organizational capabilities
associated with its purpose.

Level 4: The practice achieves its purpose in a highly organized way, and its
performance is continually measured and assessed in the context of the
service management system.

Level 3: The practice is well defined and achieves its purpose in an organized
way, using dedicated resources and relying on inputs from other practices
that are integrated into a service management system.

Level 2: The practice systematically achieves its purpose through a basic set
of activities supported by specialized resources.

Level 1: The practice is not well organized; performance is initial/intuitive. It may

occasionally or partially achieve its purpose through an incomplete set of
activities.

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Design of the capability criteria

▪ Defined by ITIL 4

Practices ▪ Describe 34 management capabilities

▪ Defined for every practice (2-4)

Practice
▪ Required for the practice to fulfil its purpose
success
factors
(PSFs)
▪ Defined for every PSF at different levels
Capability ▪ Mapped to the four dimensions of service management
criteria

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Service configuration management
capability criteria
PSF Criterion Dimension Capability
level
Ensuring that Key users of the configuration information and their Value streams and 2
the requirements are identified processes
organization
Information about product and service configuration is available Information and 2
has relevant
when needed and meets user requirements technology
configuration
information Procedures for requesting and obtaining configuration Value streams and 3
about its information are defined and communicated to relevant processes
products and stakeholders
services Responsibility for the management of configuration information Value streams and 3
is clearly defined. processes
Configuration information covers relevant details about third- Partners and 3
party services suppliers
Configuration information is managed using an integrated Information and 4
information system technology
Configuration information is exchanged between the Partners and 4
organization and its suppliers and partners, where needed suppliers
The quality and availability of the configuration information is Value streams and 5
continually reviewed and improved processes
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Service configuration management
capability criteria
PSF Criterion Dimension Capability
level

Ensuring that Costs of providing configuration information are identified and Value streams and 2
the costs of tracked processes
providing
configuration Users of configuration information are aware of and satisfied with the Value streams and 2
information are procedures and interfaces for requesting and obtaining the processes
continually information
optimized The processes and tools for the discovery, management, and Value streams and 3
provision of configuration information are designed for cost processes
efficiency
Configuration management is integrated with internal and external Information and 4
sources of relevant data technology

The costs of providing configuration information are regularly Value streams and 5
reviewed and continually improved processes

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Self-assessment of the practice capability

Start with the level 2 criteria. Based on the knowledge of

your organization, answer the question: ‘Is this a valid
description of our organization in MOST cases?’

If the answer is ‘yes’, make a list of at least three types of

material evidence that could prove the answer. These can be
records, documents, interviews with business stakeholders
and/or service provider’s employees, and so on.

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Self-assessment of the practice capability
PSFs Criteria Level Evidence Conclusion

Ensuring that the Key users of the 2 Documents: The criterion is (not) met
organization has configuration Records:
relevant configuration information and their Interviews:
information about its requirements are Observation:
products and services identified
Information about 2 Documents: The criterion is (not) met
product and service Records:
configuration is Interviews:
available when needed Observation:
and meets user
requirements
Ensuring that the Costs of providing 2 Documents: The criterion is (not) met
costs of providing configuration Records:
configuration information are Interviews:
information are identified and tracked Observation:
continually optimized
Users of configuration 2 Documents: The criterion is (not) met
information are aware Records:
of and satisfied with Interviews:
the procedures and Observation:
interfaces for
requesting and
obtaining the
information
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Self-assessment of the practice capability

If the answer is ‘yes’ to ALL criteria of level 2, this level is

considered achieved. Proceed to the criteria of level 3.

If not all criteria of level 2 are met, the practice is thought

to be at level 1.
Focus on the criteria that are not met: what is missing in
the organization? Why? How can it affect the
organization? What can be done to meet the criteria that
is currently missed?

Same approach is applied at every next level. The practice

is considered to be at the level where ALL criteria are met.
It is important to focus on the missing capabilities and
improvement opportunities, rather than on a formal
achievement of a high capability level.

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Developing a capability
Continual
improvement
Measurement
and reporting
Dependencies
and integration
continually improving
Tools and
procedures continually
Roles and
measured and 5
responsibilities assessed
Processes and
activities 4
well-defined; organized;
Stakeholders
and resources integrated
Purpose and
objectives 3
basic set of activities;
specialized resources

2
Initial/intuitive

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TO BE
CONTINUED

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22
How-to master classes

• October, 10
• How to self-assess service management capability Roman

• October, 24
• How to use the competency model Roman & Dmitry

• November, 7
• How to ensure practices’ success Adam & Roman

• December, 19
• How to integrate practices into value streams Roman & Adam

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Practice bundles master classes

• November, 28
• Monitor, support, and fulfil Adam

• December, 5
• Plan, implement, and control Roman

• December, 12
• Collaborate, assure, and improve David

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Time for your questions!
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Get ready for the world
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