Internal assessments, when done correctly, can help organizations understand not only what is going wrong in their ITSM efforts, but also what is going right. This blog post by Professor P. Ross S. Wise explains how a “well-rounded approach should also include engaging a cross-section of stakeholders from the business and IT.” By including those various groups, the assessment assures that different perspectives are included, adding to a more inclusive view of what is happening or failing to happen.
The blog author makes sure to clarify that, when it comes to scoring the assessment, the narrative is more important that an actual number. As Professor Wise explains, ITIL’s process maturity framework has numeric levels but the descriptors are not assigned values. This allows the assessors to focus on what’s happening, rather than the assigning of scores.