The following is a list of frequently asked questions.

Why is an Assessment Important?

Answer: If a picture is worth a thousand words, the reverse should also be true; to define a picture of your current business situation, as well as to identify gaps and areas of improvement, can speak volumes about your company. Consider the assessment the starting point or foundation needed to make effective business decisions when your company is considering process design, modifications or adoption of processes. Would you build a house on a foundation that isn’t solid? Of course not! Then why should you adopt or improve processes that depend on business elements that may be ineffective or not efficient.

What is ITSM?

Answer: IT Service Management (ITSM) is a process-based practice meant to align the delivery of information technology (IT) services with the needs of the enterprise, emphasizing benefits to customers. ITSM involves a paradigm shift from managing IT as silos of individual components to focusing on the delivery of end-to-end services using better practice process models. ITIL® (Information Technology Infrastructure Library) is a globally recognized collection of better practices for information technology (IT) service management.

ITSM audits are based on analysis of four key performance indicators (KPI’s) in specific ways:

  • Growth and value: Tracking revenue growth against investment and utilization
  • Budget adherence: Optimizing the use of available funds and avoiding unnecessary expenditures
  • Risk impact: Identifying and evaluating the consequences of risks taken or avoided
  • Communication effectiveness: Examining customer feedback and guaging customer satisfaction and awareness

A thorough ITSM audit allows enterprise executives and management personnel to determine the effectiveness of various processes and identify potential problem areas. In order to function well, ITSM requires in-house expertise. One way to ensure this is to have key individuals within the organization obtain ITIL® Foundation certification.

What is ITIL®?

Answer: ITIL® stands for Information Technology Infrastructure Library.

The Information Technology Infrastructure Library (ITIL®) is a framework of better practice approaches intended to facilitate the delivery of high quality information technology (IT) services. ITIL® outlines an extensive set of management procedures which are intended to support businesses in achieving both high financial quality and value in IT operations.

These procedures are supplier-independent and have been developed to provide guidance across the breadth of IT infrastructure, development, and operations.

ITIL® is published in a series of books (hence the term Library), each of which covers a core area within IT Management. The names ITIL® and IT Infrastructure Library are Registered Trade Marks of the United Kingdom’s Office of Government Commerce (OGC).

Importantly ITIL® is also recognized as an international standard, namely ISO IEC 20000. ITIL® is owned by the Office of Government Commerce (OGC) and was conceived from a U.K. government initiative in the mid 1980’s. It began as a project to document best practices in IT, and this framework was quickly adopted. By the early 90’s many large organizations and government agencies throughout Europe had adopted ITIL®.

ITIL® Version 3

The ITIL® version 3 (ITIL® v3) project began in 2004, and involved extensive consultations with thousands of global IT service management practitioners from the public and private sectors, including vendors, qualification bodies, exam institutes and education providers. May 2007 saw the launch of ITIL® version 3, confirming ITIL®’s place as the worlds’ most credible framework for IT Service Management. ITIL® v3 comprises of 5 core manuals, namely:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
What is CobiT®?

Answer: CobiT® (Control Objectives for Information and related Technology) is designed to be an information technology governance (IT Governance) aid to management in their understanding and managing of the risks and benefits associated with information and related technology. It is intended that CobiT® should provide clear policy and good practice for IT Governance throughout the organization.

As IT often being critical to the success and survival of an entity, it is essential that the use of IT is effectively managed. CobiT® is designed to fit in into the overall business control models (e.g. COSO and CoCo) and the various IT focused models that include best practice guidelines, baseline controls and specific industry standards (e.g. ISO 9000 TickIT scheme, ISO 7498, ITSEC Common Criteria, etc.).

CobiT® creates the link between the business objectives of an entity and the specific IT and IT management tasks via statements about the Control Objectives. It classifies IT resources into 3 levels of effort: domains, processes and tasks. Domains are groups of IT processes that are in line with the management cycle or life cycle applicable to IT processes.

CobiT® is a tool to assist management with better IT Governance so that the information that an entity needs to achieve its objectives can be managed by the four broad domains:

  • Planning & Organization
  • Acquisition and Implementation
  • Delivery and Support
  • Monitoring
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