Читать книгу Enterprise Service Management A Complete Guide - 2020 Edition - Gerardus Blokdyk - Страница 8
ОглавлениеCRITERION #2: DEFINE:
INTENT: Formulate the stakeholder problem. Define the problem, needs and objectives.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. Who is gathering Enterprise service management information?
<--- Score
2. Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)?
<--- Score
3. What was the context?
<--- Score
4. Is Enterprise service management required?
<--- Score
5. What Enterprise service management requirements should be gathered?
<--- Score
6. What sources do you use to gather information for a Enterprise service management study?
<--- Score
7. Are required metrics defined, what are they?
<--- Score
8. Are accountability and ownership for Enterprise service management clearly defined?
<--- Score
9. What happens if Enterprise service management’s scope changes?
<--- Score
10. Are there any constraints known that bear on the ability to perform Enterprise service management work? How is the team addressing them?
<--- Score
11. What are the compelling stakeholder reasons for embarking on Enterprise service management?
<--- Score
12. What scope do you want your strategy to cover?
<--- Score
13. How do you gather the stories?
<--- Score
14. Does the team have regular meetings?
<--- Score
15. Scope of sensitive information?
<--- Score
16. Has a high-level ‘as is’ process map been completed, verified and validated?
<--- Score
17. Is the current ‘as is’ process being followed? If not, what are the discrepancies?
<--- Score
18. Is there a completed SIPOC representation, describing the Suppliers, Inputs, Process, Outputs, and Customers?
<--- Score
19. Is Enterprise service management currently on schedule according to the plan?
<--- Score
20. How do you gather requirements?
<--- Score
21. What sort of initial information to gather?
<--- Score
22. When is/was the Enterprise service management start date?
<--- Score
23. Is the Enterprise service management scope complete and appropriately sized?
<--- Score
24. What scope to assess?
<--- Score
25. Are resources adequate for the scope?
<--- Score
26. What is in the scope and what is not in scope?
<--- Score
27. How do you gather Enterprise service management requirements?
<--- Score
28. How have you defined all Enterprise service management requirements first?
<--- Score
29. Are customer(s) identified and segmented according to their different needs and requirements?
<--- Score
30. Are different versions of process maps needed to account for the different types of inputs?
<--- Score
31. What is the scope of the Enterprise service management work?
<--- Score
32. Has a team charter been developed and communicated?
<--- Score
33. What is the scope of the Enterprise service management effort?
<--- Score
34. What system do you use for gathering Enterprise service management information?
<--- Score
35. Has the direction changed at all during the course of Enterprise service management? If so, when did it change and why?
<--- Score
36. Has a Enterprise service management requirement not been met?
<--- Score
37. What critical content must be communicated – who, what, when, where, and how?
<--- Score
38. What are the record-keeping requirements of Enterprise service management activities?
<--- Score
39. What is the definition of Enterprise service management excellence?
<--- Score
40. When is the estimated completion date?
<--- Score
41. How do you catch Enterprise service management definition inconsistencies?
<--- Score
42. Do you have organizational privacy requirements?
<--- Score
43. What are the boundaries of the scope? What is in bounds and what is not? What is the start point? What is the stop point?
<--- Score
44. Who approved the Enterprise service management scope?
<--- Score
45. Has the Enterprise service management work been fairly and/or equitably divided and delegated among team members who are qualified and capable to perform the work? Has everyone contributed?
<--- Score
46. What are the Enterprise service management tasks and definitions?
<--- Score
47. Who defines (or who defined) the rules and roles?
<--- Score
48. In what way can you redefine the criteria of choice clients have in your category in your favor?
<--- Score
49. Who are the Enterprise service management improvement team members, including Management Leads and Coaches?
<--- Score
50. Are roles and responsibilities formally defined?
<--- Score
51. What customer feedback methods were used to solicit their input?
<--- Score
52. Do you all define Enterprise service management in the same way?
<--- Score
53. What are the dynamics of the communication plan?
<--- Score
54. What information should you gather?
<--- Score
55. Are audit criteria, scope, frequency and methods defined?
<--- Score
56. Are the Enterprise service management requirements complete?
<--- Score
57. Has a project plan, Gantt chart, or similar been developed/completed?
<--- Score
58. What are the rough order estimates on cost savings/opportunities that Enterprise service management brings?
<--- Score
59. What is in scope?
<--- Score
60. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?
<--- Score
61. Has everyone on the team, including the team leaders, been properly trained?
<--- Score
62. Is scope creep really all bad news?
<--- Score
63. What is the scope of Enterprise service management?
<--- Score
64. How do you manage scope?
<--- Score
65. Are all requirements met?
<--- Score
66. How and when will the baselines be defined?
<--- Score
67. How would you define Enterprise service management leadership?
<--- Score
68. Does the scope remain the same?
<--- Score
69. How was the ‘as is’ process map developed, reviewed, verified and validated?
<--- Score
70. How would you define the culture at your organization, how susceptible is it to Enterprise service management changes?
<--- Score
71. Is special Enterprise service management user knowledge required?
<--- Score
72. Has/have the customer(s) been identified?
<--- Score
73. What is the context?
<--- Score
74. Is the Enterprise service management scope manageable?
<--- Score
75. How did the Enterprise service management manager receive input to the development of a Enterprise service management improvement plan and the estimated completion dates/times of each activity?
<--- Score
76. What intelligence can you gather?
<--- Score
77. Has your scope been defined?
<--- Score
78. How is the team tracking and documenting its work?
<--- Score
79. How can the value of Enterprise service management be defined?
<--- Score
80. What are the Enterprise service management use cases?
<--- Score
81. How do you build the right business case?
<--- Score
82. What constraints exist that might impact the team?
<--- Score
83. Is Enterprise service management linked to key stakeholder goals and objectives?
<--- Score
84. Is there a critical path to deliver Enterprise service management results?
<--- Score
85. Will a Enterprise service management production readiness review be required?
<--- Score
86. What specifically is the problem? Where does it occur? When does it occur? What is its extent?
<--- Score
87. Is there regularly 100% attendance at the team meetings? If not, have appointed substitutes attended to preserve cross-functionality and full representation?
<--- Score
88. What knowledge or experience is required?
<--- Score
89. How do you manage changes in Enterprise service management requirements?
<--- Score
90. The political context: who holds power?
<--- Score
91. Is the work to date meeting requirements?
<--- Score
92. How will variation in the actual durations of each activity be dealt with to ensure that the expected Enterprise service management results are met?
<--- Score
93. What is out of scope?
<--- Score
94. Are approval levels defined for contracts and supplements to contracts?
<--- Score
95. Have the customer needs been translated into specific, measurable requirements? How?
<--- Score
96. Are task requirements clearly defined?
<--- Score
97. How are consistent Enterprise service management definitions important?
<--- Score
98. What are (control) requirements for Enterprise service management Information?
<--- Score
99. How does the Enterprise service management manager ensure against scope creep?
<--- Score
100. If substitutes have been appointed, have they been briefed on the Enterprise service management goals and received regular communications as to the progress to date?
<--- Score
101. Have all basic functions of Enterprise service management been defined?
<--- Score
102. Is the improvement team aware of the different versions of a process: what they think it is vs. what it actually is vs. what it should be vs. what it could be?
<--- Score
103. How do you think the partners involved in Enterprise service management would have defined success?
<--- Score
104. Are the Enterprise service management requirements testable?
<--- Score
105. What would be the goal or target for a Enterprise service management’s improvement team?
<--- Score
106. How will the Enterprise service management team and the group measure complete success of Enterprise service management?
<--- Score
107. Is the scope of Enterprise service management defined?
<--- Score
108. Do you have a Enterprise service management success story or case study ready to tell and share?
<--- Score
109. What is the definition of success?
<--- Score
110. Is data collected and displayed to better understand customer(s) critical needs and requirements.
<--- Score
111. What is the worst case scenario?
<--- Score
112. What defines best in class?
<--- Score
113. What are the core elements of the Enterprise service management business case?
<--- Score
114. Is there any additional Enterprise service management definition of success?
<--- Score
115. How do you keep key subject matter experts in the loop?
<--- Score
116. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?
<--- Score
117. Has anyone else (internal or external to the group) attempted to solve this problem or a similar one before? If so, what knowledge can be leveraged from these previous efforts?
<--- Score
118. How do you manage unclear Enterprise service management requirements?
<--- Score
119. Have specific policy objectives been defined?
<--- Score
120. What is out-of-scope initially?
<--- Score
121. What are the requirements for audit information?
<--- Score
122. What is the scope?
<--- Score
123. What baselines are required to be defined and managed?
<--- Score
124. Are there different segments of customers?
<--- Score
125. What information do you gather?
<--- Score
126. Have all of the relationships been defined properly?
<--- Score
127. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?
<--- Score
128. Is it clearly defined in and to your organization what you do?
<--- Score
129. How often are the team meetings?
<--- Score
130. How do you hand over Enterprise service management context?
<--- Score
131. Why are you doing Enterprise service management and what is the scope?
<--- Score
132. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?
<--- Score
133. What Enterprise service management services do you require?
<--- Score
134. Is there a Enterprise service management management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?
<--- Score
135. What are the tasks and definitions?
<--- Score
136. When are meeting minutes sent out? Who is on the distribution list?
<--- Score
137. What key stakeholder process output measure(s) does Enterprise service management leverage and how?
<--- Score
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.
