Читать книгу Enterprise Service Management A Complete Guide - 2020 Edition - Gerardus Blokdyk - Страница 7
ОглавлениеCRITERION #1: RECOGNIZE
INTENT: Be aware of the need for change. Recognize that there is an unfavorable variation, problem or symptom.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. What Enterprise service management problem should be solved?
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2. Does Enterprise service management create potential expectations in other areas that need to be recognized and considered?
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3. Who needs to know?
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4. Will a response program recognize when a crisis occurs and provide some level of response?
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5. What Enterprise service management events should you attend?
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6. How do you recognize an objection?
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7. Is it needed?
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8. Are problem definition and motivation clearly presented?
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9. What are the timeframes required to resolve each of the issues/problems?
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10. Consider your own Enterprise service management project, what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?
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11. Are there recognized Enterprise service management problems?
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12. Do you need to avoid or amend any Enterprise service management activities?
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13. Who defines the rules in relation to any given issue?
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14. Which issues are too important to ignore?
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15. What needs to stay?
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16. What are the stakeholder objectives to be achieved with Enterprise service management?
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17. What resources or support might you need?
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18. Are employees recognized or rewarded for performance that demonstrates the highest levels of integrity?
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19. What tools and technologies are needed for a custom Enterprise service management project?
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20. How do you recognize an Enterprise service management objection?
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21. Are employees recognized for desired behaviors?
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22. Do you have/need 24-hour access to key personnel?
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23. What situation(s) led to this Enterprise service management Self Assessment?
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24. What are your needs in relation to Enterprise service management skills, labor, equipment, and markets?
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25. What are the clients issues and concerns?
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26. Why the need?
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27. What should be considered when identifying available resources, constraints, and deadlines?
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28. How does it fit into your organizational needs and tasks?
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29. Why is this needed?
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30. Where is training needed?
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31. Think about the people you identified for your Enterprise service management project and the project responsibilities you would assign to them, what kind of training do you think they would need to perform these responsibilities effectively?
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32. What else needs to be measured?
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33. What would happen if Enterprise service management weren’t done?
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34. What is the Enterprise service management problem definition? What do you need to resolve?
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35. Who needs budgets?
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36. What are the minority interests and what amount of minority interests can be recognized?
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37. Will new equipment/products be required to facilitate Enterprise service management delivery, for example is new software needed?
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38. Are your goals realistic? Do you need to redefine your problem? Perhaps the problem has changed or maybe you have reached your goal and need to set a new one?
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39. What creative shifts do you need to take?
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40. Will it solve real problems?
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41. How do you assess your Enterprise service management workforce capability and capacity needs, including skills, competencies, and staffing levels?
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42. How are the Enterprise service management’s objectives aligned to the group’s overall stakeholder strategy?
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43. What prevents you from making the changes you know will make you a more effective Enterprise service management leader?
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44. Who should resolve the Enterprise service management issues?
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45. Do you know what you need to know about Enterprise service management?
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46. As a sponsor, customer or management, how important is it to meet goals, objectives?
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47. How do you take a forward-looking perspective in identifying Enterprise service management research related to market response and models?
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48. Are you dealing with any of the same issues today as yesterday? What can you do about this?
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49. Which information does the Enterprise service management business case need to include?
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50. Do you need different information or graphics?
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51. Does your organization need more Enterprise service management education?
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52. What is the problem and/or vulnerability?
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53. Looking at each person individually – does every one have the qualities which are needed to work in this group?
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54. What Enterprise service management capabilities do you need?
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55. What information do users need?
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56. What vendors make products that address the Enterprise service management needs?
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57. What training and capacity building actions are needed to implement proposed reforms?
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58. Do you recognize Enterprise service management achievements?
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59. Can management personnel recognize the monetary benefit of Enterprise service management?
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60. What is the recognized need?
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61. What needs to be done?
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62. To what extent would your organization benefit from being recognized as a award recipient?
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63. Does the problem have ethical dimensions?
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64. When a Enterprise service management manager recognizes a problem, what options are available?
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65. Are there any specific expectations or concerns about the Enterprise service management team, Enterprise service management itself?
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66. Are there regulatory / compliance issues?
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67. Who needs to know about Enterprise service management?
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68. Are there Enterprise service management problems defined?
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69. Are there any revenue recognition issues?
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70. What is the extent or complexity of the Enterprise service management problem?
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71. Is it clear when you think of the day ahead of you what activities and tasks you need to complete?
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72. For your Enterprise service management project, identify and describe the business environment, is there more than one layer to the business environment?
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73. What do you need to start doing?
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74. How do you identify subcontractor relationships?
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75. Who else hopes to benefit from it?
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76. What are the Enterprise service management resources needed?
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77. To what extent does each concerned units management team recognize Enterprise service management as an effective investment?
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78. How are training requirements identified?
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79. How are you going to measure success?
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80. How much are sponsors, customers, partners, stakeholders involved in Enterprise service management? In other words, what are the risks, if Enterprise service management does not deliver successfully?
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81. What extra resources will you need?
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82. Is the need for organizational change recognized?
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83. What does Enterprise service management success mean to the stakeholders?
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84. What do employees need in the short term?
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85. How can auditing be a preventative security measure?
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86. Would you recognize a threat from the inside?
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87. What problems are you facing and how do you consider Enterprise service management will circumvent those obstacles?
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88. Are losses recognized in a timely manner?
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89. Which needs are not included or involved?
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90. How many trainings, in total, are needed?
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91. What is the problem or issue?
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92. Whom do you really need or want to serve?
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93. Who needs what information?
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94. Where do you need to exercise leadership?
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95. What is the smallest subset of the problem you can usefully solve?
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96. Who are your key stakeholders who need to sign off?
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97. Have you identified your Enterprise service management key performance indicators?
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98. Did you miss any major Enterprise service management issues?
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99. What activities does the governance board need to consider?
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100. What are the expected benefits of Enterprise service management to the stakeholder?
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Add up total points for this section: _____ = Total points for this section
Divided by: ______ (number of statements answered) = ______ Average score for this section
Transfer your score to the Enterprise service management Index at the beginning of the Self-Assessment.
