Use the Dutch ITSMF-Benchmarking initiative for Fact Based Continual Service Improvement

1. Focus on
Continual Service Improvement
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2. Continual Service Improvement
The ITSMF NL Survey doesn’t show performance improvement over the past years. So we started the ITSMF-
Benchmarking initiative:
To offer an independent framework for measuring the current quality, performance and high level costs
of IT Service Management organizations;
Client data is stored and managed by an independent party so progress can be shown in next
assessments;
Reference data will be shown for relative position against the market (DB average; DB Top25% and Sector
average)
Data must be validated by a certified ITSMF-NL Benchmarker™ before it is stored in the database;
Data will be analyzed regularly and anonymously so and conclusions will be shared by publications to
ITSMF members on ITSMF events and media articles;
The process model is based on ISO/IEC 20000, expended with the CMMI for Service v1.2 Maturity Model ;
Performance KPI's for measurements have been selected by the Dutch ITSNMF Benchmarking Committee;
The quality of the model is continuously monitored and improved under supervision of the Dutch ITSMF
Benchmarking committee.
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3. Example of the Extended Version
Every process has a summary. Other deliverables are:
Detailed results overview including possible remarks by interviewee and assessor per
individual item
Detailed action generator lists in Excel format
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4. Ideal For Sourcing Relations
Demand/Supply and/or Sourcing relations are frequently troubled by communications problems, resulting in
decreased service to end-users. Our method solves these issues transparently:
Unclear agreements Insufficient control
Incomplete implementation of processes Not covered by the contract
Inadequate reporting Resource- and/or competence issues
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5. Why now?
We finally agreed on a transparent method and centrally maintained vendor-
independent database for service management market information:
Easy checklist of good and best practices per process, translating them to your own
organization is the best possible refresh course available, especially when validated
by an experienced consultant;
The method allows your IT staff to show how they view your own organization and
offers them a structured opportunity to provide input on preferred improvements;
this is key for every manager;
The sooner you start measuring the easier it will be to show improvements (= more
easy and quick wins);
The independent model is designed by and for ITSMF members and based on
international standards;
Interest in Continual Service Improvement is growing (ITIL v3)
There are always opportunities for improvement, even when you are best in class
You are your best peer; show improvement over time by using this method regularly.
Q-monitor B.V.
Jan.sonneveld@q-monitor.com
+31 65 333 8919
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