Assessment Findings Validation Title of the Project (date)

Assessment Findings ValidationTitle of the Project

(date)

Project TitleValidation Workshop

April 21, 2023 © Company Name All rights reserved 2

AgendaAgenda

• Purpose of the Project

• Purpose of the Workshop

• Assessment Approach

• Explanation of this Validation

• Findings and Observations– Global / General

– Asset

– Incident, Problem, and Service Request

– Change

– Tools

• Next Steps



Purpose of the ProjectPurpose of the Project

To obtain an objective evaluation of each of the processes under assessment to be used in identifying strengths and weaknesses as well as a benchmark for

future process improvement initiatives



Purpose of the WorkshopPurpose of the Workshop

• Present the initial Findings and Observations– To review a summary of the data gathered over the course of this

project

– Ensure that this is correct and valid

• We will not be presenting recommendations at this workshop– This will be included in the final report


04/21/23 © 2006 Consulting-Portal, Inc. All rights reserved. 5

Findings and Observations

Report

Workshops

Interviews

Questionnaires

Assessment ApproachAssessment Approach



ExplanationExplanation

• A few words on what’s coming:– Findings based on observations from interviews, workshops, desk-side

observations and returned electronic questionnaires

– Some are simple, others may need further investigation and/or consideration beyond this workshop

– This is a workshop – nothing is cast in stone – don’t hesitate to ask questions or offer suggestions

– Think of this as looking for opportunities for improvement



Findings and Observations



Findings and ObservationsFindings and Observations

• There are multiple tools for the logging, tracking, and reporting (limited) of Incidents (covering Problems & Service Requests) and Changes– There are inconsistencies in how incidents and changes are handled

– One group can be working an issue and not be aware of its impact on another group affecting time to service restoration

– There is no consolidated view of incidents, problems, and changes making it difficult to see trends and be proactive

– Service recovery time may be delayed when changes cannot be easily tied to incidents

– Limited reporting is being done• Management needs more information

• The tool has been customized too much to make any standard reports useful – out-of-the-box reports were not that effective anyway



Findings and ObservationsFindings and Observations

• COMPANY-DEPARTMENT is a mature IT Operation and doing an excellent job of providing Security Services– Obtained the highest customer satisfaction rating for the last 2 years

– ISO 9001 and ISO 27000 certified• Processes, procedures defined and documented

• Regular Audits are performed

• Generation, capture and analysis of metrics

– Strong Customer Service• Excellent communications with customer build strong relationships

– Bulletins

– Communication protocols established and well used

– The staff is dedicated and high performing



Other Findings and Observations



Next Steps



Next StepsNext Steps

• Revisit Validation (changes and revisions)– If required

• Generate Maturity Graphs for Processes– Process comparison

• Develop Recommendations– Identify implications and benefits

– Provide detail activities

• Create Roadmap– Prioritize Recommendations

– Document Timeline

• Create Final Report– Due (date)



Q & AQ & A

Thank You

Assessment Findings Validation Title of the Project (date)

Documents

Transcript of Assessment Findings Validation Title of the Project (date)