ITSM Excellerator

v1.1

Process Excellence Master Program Plan t

Process Excellence Program Awareness & Overview t

Detailed Program Charter & Planning Criteria t

Detailed Program Charter & Planning Criteria t

Critical Success Factors & Key Performance Indicators t IT Services Environment Assessment t IT Services Improvement Action Matrix t Measurement Planning & Program Overview t Measurement Program Charter t Process Measurement Workbook t ITSM Metrics Library & Design Workbooks t Communications Planning & Stakeholder Workbooks

Over 400 supporting service improvement tasks, milestones, key goal indicators and detailed activity descriptions t Example measurement workbooks for all IT Service Support processes linked to IT objectives and business goals t

Specific criteria, thresholds and weights to ensure prioritized improvement of IT service gaps t

IT services environment criteria for evaluating maturity levels of documentation, communications, process integration, skills, staffing, controls and governance t

Library of over 520 specific IT metrics representing all 10 ITIL Service Support & Delivery processes t

Value-based design templates to align IT measurement with business goals and objectives t

Measurement mapping of trends, inputs, metrics types, formats, frequencies and ownership t Key performance indicators for IT service accuracy, control, cost, efficiency, quality and timeliness t

Outlining target audiences and communications activities for process improvement and service awareness...and more