Fresh Links Sundae – April 15, 2012 Edition

Fresh Links Sundae encapsulates some pieces of information I have come across during the past week. They maybe ITSM related or not entirely. Often they are from the people whose work I admire, and I hope you will find something of value. 5 Ways to Fix Your High Value Jerks Susan Cramm suggested strategies to deal…

DIY Process Assessment Execution – Analyzing Results and Evaluating Maturity Levels

In the previous post, I gave an example of process assessment survey. Using a one-to-five scale model, you can arrive at a weighted (or a simple average) score for a given process after collecting the data from the assessment participants. The more data points (or survey results) you can collect, the more realistic (and hopefully…

DIY Process Assessment Execution – Process Survey Example

From the last DIY assessment post, we discussed the data gathering methods and instruments to use for the surveys, workshops, and interviews. No matter what method(s) you end up deploying for your assessment, you will need a list of good/effective/best practices for a process in order to formulate the assessment questions. During the first post…

Fresh Links Sundae – April 8, 2012 Edition

Fresh Links Sundae encapsulates some pieces of information I have come across during the past week. They maybe ITSM related or not entirely. Often they are from the people whose work I admire, and I hope you will find something of value. IT Service Management And ITIL Thinking – Brawn, Brains, Or Heart? Stephen Mann discussed…

DIY Process Assessment Execution – Surveying the Participants and Gathering the Data

In the previous DIY assessment posts, we talked about what information sources to use and what considerations to take into account when planning your process assessment project. Now it is the time to actually put together the instruments that can be used to gather the data and do the assessment. For the data gathering phase,…