ITIL® Assessment Services

To deliver cost-effective, high-quality services aligned with business goals, it's critical to transform IT operations from a component-oriented view to a business-oriented view. But according to Gartner, "fewer than 20 percent of large organizations" have successfully made the transition.

To help meet this challenge, Evergreen has designed a comprehensive IT Infrastructure Library (ITIL) Assessment and Roadmap engagement that can be completed within 30 to 45 days. The program not only provides an understanding of current ITIL maturity, it gives clients the details needed to actually begin re-engineering critical processes. (Download a comprehensive spreadsheet that covers the ITIL maturity assessment questionnaire to learn more about our assessment services.)

Evergreen's ITIL Assessment and Roadmap engagement leverages our experience implementing similar projects for Fortune 1000 organizations in a broad array of industries, from retail and financial services, to healthcare and insurance.

Upon completion of the engagement, each client receives a concrete plan that details specific steps that begins moving the organization towards re-engineering all IT processes in alignment with ITIL best practices. This includes educating and training staff, leveraging installed technology to support baseline ITIL operations and identifying and utilizing "low-hanging fruit" or process improvements that will drive immediate return on investment (ROI).
Evergreen helps analyze the business and IT challenges, create and execute a clear solution plan to address them, and measure for business results. Each engagement is designed to yield a business view of the organization (ensuring the benchmarking of costs and alignment with business goals, the simplification of operations through elimination of needless complexity and reduction in firefighting, re-work and recurring problems.

A standard ITIL maturity assessment analyzes each of the following process areas:

Service Support

• Incident Management
• Change Management
• Release Management
• Configuration Management
• Problem Management

Service Delivery

• Capacity Management
• Availability Management
• Financial Management
• Service Level Management

Each of these processes are evaluated for organizational readiness, technology enablement and metrics, measurements and key performance indicators, and a corresponding gap analysis is delivered. Using the results of the gap analysis, a comprehensive plan is then laid out with detailed plans of action that includes:

• Documenting steps that will make immediate process improvements
• Identifying any necessary changes in organizational structure
• Enablement for leveraging 'best-of-breed' technologies, while integrating complementary technologies that already exist in the infrastructure

Maturity assessments may be structure to address all ITIL practice areas, or a single process improvement area, selected by the client.