Introduction

This spreadsheet system allows you to conduct a mini Incident Mangement Process Assessment. You may substitute your own questions should you require.
It has been developed as a starting point to highlight areas that require particular attention and to give you some idea of process maturity.
For more detailed assessment exercises you may need to employ outside consultants.

If you do employ Service Management consultants you can present the findings of this spreadsheet to help them rapidly understand some of your current issues.
This in itself is a time saving (and therefore) cost saving exercise.

This spreadsheet has been designed for 10 participants.

You could use multiple spreadsheets to do a large group or modify formulae, etc.

You can use this spreadsheet as the starting point for enhancements (one suggestion is to use Pivot Tables, for even more powerful analysis).
 Data entry
Below are the only valid entries for the assessment
Each person must use the drop down box and select an answer for each question for each process area.

1 Initial - processes and activities are adhoc or chaotic or undefined

2 Repeatable - basic processes and activities are established and there is a level of discipline and adherence
3 Defined - All processes and activities are defined, documented, standardised and integrated together
Managed - Processes are measured by collecting detailed data on the processes and their quality and appropriately
4 improved
5 Optimising - Continuous process improvement is adopted. Process and activities are mature

Step 1 - Enter the names of the participants here :

Participant 1
Participant 2
Participant 3
Participant 4
Participant 5
Participant 6
Participant 7
Participant 8
Participant 9
Participant 10
Step 2 - Now have each participant answer each question for each Service Operation area, under their name.

1 The Incident Management Process Participant 1 Participant 2

1 We have defined Incident Management's Purpose, Goal and Objective Not applicable Not applicable
2 We have defined Incident Management's Scope Not applicable Not applicable
3 We have defined Incident Management's Value to the business Not applicable Not applicable
4 We have defined Incident Management's Policies, Principles and basic concepts Not applicable Not applicable
5 Timescales are agreed for all incident handling stages Not applicable Not applicable
6 Incident Manager/Process Owner is in place Not applicable Not applicable
7 Incident Models are defined Not applicable Not applicable
8 Major Incidents are defined Not applicable Not applicable
9 A Major Incident Procedure has been developed Not applicable Not applicable
10 The "Incident Identification" process activity is specified Not applicable Not applicable

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11 The "Incident logging" process activity is specified Not applicable Not applicable
12 The "Incident categorisation" process activity is specified Not applicable Not applicable
13 The "Incident Prioritisation" process activity is specified Not applicable Not applicable
14 The "Initial Diagnosis" process activity is specified Not applicable Not applicable
15 The "Incident Escalation" process activity is specified Not applicable Not applicable
16 The "Incident Identification" process activity is specified Not applicable Not applicable
17 The "Investigation and Diagnosis" process activity is specified Not applicable Not applicable
18 The "Resolution and recovery" process activity is specified Not applicable Not applicable
19 The "Incident Closure" process activity is specified Not applicable Not applicable
20 We have defined Incident Management's Triggers, Imputs, Outputs and interfaces Not applicable Not applicable
21 We have defined Incident Management's Information Management reporting Not applicable Not applicable
22 We have defined Incident Management's Challenges, Critical Success Factors and Risks Not applicable Not applicable
23 Self-service Incident logging is in pace Not applicable Not applicable
24 Incident tracking is in place Not applicable Not applicable
25 Incident ownership is understood and in place Not applicable Not applicable
26 Data entered into incidents at all stages is checked for completeness Not applicable Not applicable
27 Incident Mangement Process review procedure is in place Not applicable Not applicable
SCORE 0 0

2 Activities in Place needed for the Success of Incident Mangement Participant 1 Participant 2

1 The Service Desk function is defined Not applicable Not applicable

2 The Service Desk is aware of their role at Tier 1/Level 1 Incident Management Not applicable Not applicable
3 Tier2/Level teams are aware of their role in Incident Management Not applicable Not applicable
4 Tier 3/Level teams are aware of their role In Incident Management Not applicable Not applicable
5 External Suppliers are aware of their role in Incident Management Not applicable Not applicable
Knowledge Bases are in place to support Incicent Resolution at the Service Desk Not applicable Not applicable
Workarounds are document and in the Knowledge Base Not applicable Not applicable
SCORE 0 0

3 Incident Management Metrics Participant 1 Participant 2

1 Incident Management's KPIs and metrics are defined and in place Not applicable Not applicable
2 Incident Management Reports have been identified and put in place Not applicable Not applicable
3 Metrics have been defined and are in place for Major Incidents Not applicable Not applicable
SCORE 0 0

4 Incident Management Process Interactions Participant 1 Participant 2

440839577.xls
1 Service Asset and Configuation Management is in place and available to support Incident Resolution Not applicable Not applicable
2 The relationship between Incident Management and Probem Management is understood Not applicable Not applicable
3 A Root Case Procedure is in place as Problem Management as a process does not exist yet Not applicable Not applicable
4 The Incident Manager/The Incident Proess is consulted as part of Change Management (post implementation reviews) Not applicable Not applicable
5 Incidents related to releases are reported to the Change/Release Manager Not applicable Not applicable
SCORE 0 0

440839577.xls
Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

440839577.xls
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

440839577.xls
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

440839577.xls
Questionnaire Results

Repeatable - basic Optimising -

processes and Defined - All processes Managed - Processes are Continuous process
activities are and activities are measured by collecting improvement is
Initial - processes and established and there defined, documented, detailed data on the adopted. Process
activities are adhoc or is a level of discipline standardised and processes and their quality and activities are
Service Operation Area responses all participants chaotic or undefined and adherence integrated together and appropriately improved mature Nbr of Responses

The Incident Management Process 0 0 0 0 0 0

Activities Needed in Place for the Success of Incident Management 0 0 0 0 0 0
Incident Management Metrics 0 0 0 0 0 0
Incident Management Process Interactions 0 0 0 0 0 0

Service Operation Average score all participants, all

questions Average Score SPECIAL NOTE: The use of the AVERAGE as a statistical measurement has some inherent weaknesse
The Average takes into account the extreme values. Use the MODE function to get a representative value of w
The Incident Management Process 0
Activities Needed in Place for the Success of Incident Management 0
Incident Management Metrics 0
Incident Management Process Interactions 0

Activities
Needed in
place for the Incident
The Incident Success of Incident Management
Mangement Incident Management Process
Participant Process Management Metrics Interaction
Participant 1 0 0 0 0
Participant 2 0 0 0 0
Participant 3 0 0 0 0
Participant 4 0 0 0 0
Participant 5 0 0 0 0
Participant 6 0 0 0 0
Participant 7 0 0 0 0
Participant 8 0 0 0 0
Participant 9 0 0 0 0
Participant 10 0 0 0 0
ome inherent weaknesses.
a representative value of what most participants answered.
 Average Service Transition Readiness Score - all participants, all questions

The Incident Management Process

0.5

Incident Management Process Interactions

Activities Needed in Place
0 for the Success of Incident Management
Average Score

Incident Management Metrics

 Incident Mangement - Summary of all Responses

Optimising - Continuous
process improvement is
adopted. Process and
activities are mature

Managed - Processes are

measured by collecting
ss n t s s detailed data on the
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tM a processes and their quality
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Ac
Initial - processes and
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Average score per process
Participant View
1

0.9

0.8

0.7
The Incident Mangement Process
0.6

0.5 Activities Needed in place for the

Success of Incident Management
0.4

0.3 Incident Management Metrics

0.2

Incident Management Process

0.1 Interaction

0
1 2 3 4 5 6 7 8 9 0
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