145 IT Service Management Success Criteria

What is involved in IT Service Management

Find out what the related areas are that IT Service Management connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a IT Service Management thinking-frame.

How far is your company on its IT Service Management journey?

Take this short survey to gauge your organization’s progress toward IT Service Management leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.

To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.

Start the Checklist

Below you will find a quick checklist designed to help you think about which IT Service Management related domains to cover and 145 essential critical questions to check off in that domain.

The following domains are covered:

IT Service Management, Axios Systems, Business Process Framework, Business process, Capability Maturity Model Integration, Configuration management database, Continual improvement process, Functional requirement, ISO/IEC 20000, ISO/IEC 27000, ISO 9000, IT Service Management Forum, Information Technology Infrastructure Library, Information security management, Information technology, Marval Software, Microsoft Operations Framework, Network and Service Management Taxonomy, Network management, Quality management, Service desk, Software engineering, Systems management, United Kingdom, Workflow management system:

IT Service Management Critical Criteria:

Facilitate IT Service Management results and perfect IT Service Management conflict management.

– If SLAs are already negotiated and reference the Catalogue for documentation of the service levels, how do you change service level in the Catalogue without renegotiating the SLA?

– How quickly can a cloud service provider scale services and capability and is this quick enough for the requirements of the customer/consumer?

– While you can hire consultants to help alleviate the resource crunch for the project, who gets to run them after the consultants leave?

– Are we getting a handle on project initiation-related risks which is all about are we doing the right things?

– Why do many organizations stumble or fail in their initial attempts at implementing itsm practices?

– Does current usage support ongoing contract negotiations for maintenance and upgrade renewals?

– What are the use cases that your organization is targeting currently for its cmdb/cms?

– What challenges and opportunities does cloud computing present for IT Service Management ?

– What are the use cases that your org is targeting currently for its CMDB/CMS?

– What level of service resilience and backup is provided within the service?

– Are software assets aligned with the agency enterprise architecture?

– Are you currently engaged in an it Service Management project?

– Why is IT service management important to cloud providers?

– What metrics will be provided and are they relevant?

– How many employees are in your company worldwide?

– What software do I have and why do we have it?

– What availability levels are provided?

– Is the Quality of Service met?

– Does IT get our business?

Axios Systems Critical Criteria:

Recall Axios Systems projects and improve Axios Systems service perception.

– Does IT Service Management include applications and information with regulatory compliance significance (or other contractual conditions that must be formally complied with) in a new or unique manner for which no approved security requirements, templates or design models exist?

– Will IT Service Management have an impact on current business continuity, disaster recovery processes and/or infrastructure?

– How do we Identify specific IT Service Management investment and emerging trends?

Business Process Framework Critical Criteria:

Bootstrap Business Process Framework decisions and do something to it.

– What other jobs or tasks affect the performance of the steps in the IT Service Management process?

– Is IT Service Management dependent on the successful delivery of a current project?

– How would one define IT Service Management leadership?

Business process Critical Criteria:

Use past Business process visions and point out Business process tensions in leadership.

– Do we identify maximum allowable downtime for critical business functions, acceptable levels of data loss and backlogged transactions, RTOs, RPOs, recovery of the critical path (i.e., business processes or systems that should receive the highest priority), and the costs associated with downtime? Are the approved thresholds appropriate?

– Have the segments, goals and performance objectives been translated into an actionable and realistic target business and information architecture expressed within business functions, business processes, and information requirements?

– Have senior executives clearly identified and explained concerns regarding Customer Service issues and other change drivers, and emphasized that major improvements are imperative?

– What is the importance of knowing the key performance indicators KPIs for a business process when trying to implement a business intelligence system?

– Are interruptions to business activities counteracted and critical business processes protected from the effects of major failures or disasters?

– Has business process Cybersecurity has been included in continuity of operations plans for areas such as customer data, billing, etc.?

– When conducting a business process reengineering study, what should we look for when trying to identify business processes to change?

– If we process purchase orders; what is the desired business process around supporting purchase orders?

– To satisfy customers and stakeholders, which internal business process must we excel in?

– Do changes in business processes fall under the scope of change management?

– What would Eligible entity be asked to do to facilitate your normal business process?

– What business process supports the entry and validation of the data?

– On what basis would you decide to redesign a business process?

– How does the solution handle core business processes?

– What/how are business processes defined?

– Are we Assessing IT Service Management and Risk?

– How do we keep improving IT Service Management?

– What is the business process?

Capability Maturity Model Integration Critical Criteria:

Apply Capability Maturity Model Integration projects and catalog Capability Maturity Model Integration activities.

– What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding IT Service Management?

– What are current IT Service Management Paradigms?

Configuration management database Critical Criteria:

Weigh in on Configuration management database visions and catalog Configuration management database activities.

– Monitoring tools for wired networks do not provide the full array of features necessary for monitoring wlans. true or false?

– A virtual local area network (vlan) is a physical grouping of network devices within a larger network. true or false?

– Which of the itil processes is responsible for ensuring the organization is aware of new and changing technology?

– What is the main difference between a cmdb (Configuration Management database) and a typical asset register?

– Which process is responsible for the correct configuring and transmission of the programs?

– Are work control packages complete, ready for implementation, and attached?

– When: when do you start to place entities under configuration control?

– What: selection of configuration items (what should be managed?

– How is information to be collected, stored and reported?

– Definition: what is software Configuration Management?

– Interdisciplinary review of proposed change complete?

– Where do we stand currently against the standards?

– Do the benefits of the change warrant the costs?

– How is mobile wimax different from fixed wimax?

– If yes, has the usq review been completed?

– Are all other required reviews complete?

– Independent verification complete?

– Does the change involve a usq?

– How to make it easier to sell?

– What work is involved?

Continual improvement process Critical Criteria:

Tête-à-tête about Continual improvement process decisions and maintain Continual improvement process for success.

– How important is IT Service Management to the user organizations mission?

– What are all of our IT Service Management domains and what do they do?

Functional requirement Critical Criteria:

Depict Functional requirement strategies and find answers.

– Many teams will find that informal modeling sessions around whiteboards will be sufficient, although sometimes more formal modeling sessions, such as Joint Application Design (JAD) strategies or stakeholder interviews will work best. How will nonfunctional requirements pertaining to availability, security, performance, and many other factors be addressed?

– How will nonfunctional requirements pertaining to availability, security, performance, and many other factors be addressed?

– Do several people in different organizational units assist with the IT Service Management process?

– Does the current environment support the business and functional requirements?

– What are the barriers to increased IT Service Management production?

– Does the current environment support the business and functional requirements?

ISO/IEC 20000 Critical Criteria:

Huddle over ISO/IEC 20000 decisions and secure ISO/IEC 20000 creativity.

– What are the disruptive IT Service Management technologies that enable our organization to radically change our business processes?

– Are there any disadvantages to implementing IT Service Management? There might be some that are less obvious?

– Will we be eligible for ISO/IEC 20000 certification?

ISO/IEC 27000 Critical Criteria:

Systematize ISO/IEC 27000 management and define ISO/IEC 27000 competency-based leadership.

– How will you measure your IT Service Management effectiveness?

– Is IT Service Management Required?

ISO 9000 Critical Criteria:

Focus on ISO 9000 failures and gather ISO 9000 models .

– What process management and improvement tools are we using PDSA/PDCA, ISO 9000, Lean, Balanced Scorecard, Six Sigma, something else?

– Among the IT Service Management product and service cost to be estimated, which is considered hardest to estimate?

– Do not ISO 9000 and CMM certifications loose their meaning when applied to the software industry?

– What are the Essentials of Internal IT Service Management Management?

IT Service Management Forum Critical Criteria:

Consult on IT Service Management Forum engagements and shift your focus.

– Does IT Service Management analysis show the relationships among important IT Service Management factors?

– Does IT Service Management analysis isolate the fundamental causes of problems?

– What are the record-keeping requirements of IT Service Management activities?

Information Technology Infrastructure Library Critical Criteria:

Closely inspect Information Technology Infrastructure Library engagements and revise understanding of Information Technology Infrastructure Library architectures.

– Who is the main stakeholder, with ultimate responsibility for driving IT Service Management forward?

– What are internal and external IT Service Management relations?

– How can the value of IT Service Management be defined?

Information security management Critical Criteria:

Probe Information security management planning and maintain Information security management for success.

– Has the organization established an Identity and Access Management program that is consistent with requirements, policy, and applicable guidelines and which identifies users and network devices?

– Has the organization established an enterprise-wide business continuity/disaster recovery program that is consistent with requirements, policy, and applicable guidelines?

– What are your key performance measures or indicators and in-process measures for the control and improvement of your IT Service Management processes?

– Does IT Service Management systematically track and analyze outcomes for accountability and quality improvement?

– Is there a business continuity/disaster recovery plan in place?

– Are damage assessment and disaster recovery plans in place?

Information technology Critical Criteria:

Boost Information technology engagements and budget the knowledge transfer for any interested in Information technology.

– Do the response plans address damage assessment, site restoration, payroll, Human Resources, information technology, and administrative support?

– Does your company have defined information technology risk performance metrics that are monitored and reported to management on a regular basis?

– If a survey was done with asking organizations; Is there a line between your information technology department and your information security department?

– How do senior leaders actions reflect a commitment to the organizations IT Service Management values?

– How does new information technology come to be applied and diffused among firms?

– The difference between data/information and information technology (it)?

– What are the usability implications of IT Service Management actions?

– When do you ask for help from Information Technology (IT)?

Marval Software Critical Criteria:

Participate in Marval Software governance and ask what if.

– Does IT Service Management create potential expectations in other areas that need to be recognized and considered?

– How likely is the current IT Service Management plan to come in on schedule or on budget?

Microsoft Operations Framework Critical Criteria:

Mix Microsoft Operations Framework quality and attract Microsoft Operations Framework skills.

– What are the key elements of your IT Service Management performance improvement system, including your evaluation, organizational learning, and innovation processes?

Network and Service Management Taxonomy Critical Criteria:

Ventilate your thoughts about Network and Service Management Taxonomy results and check on ways to get started with Network and Service Management Taxonomy.

– What prevents me from making the changes I know will make me a more effective IT Service Management leader?

– Have all basic functions of IT Service Management been defined?

Network management Critical Criteria:

Unify Network management tactics and diversify disclosure of information – dealing with confidential Network management information.

– What are our best practices for minimizing IT Service Management project risk, while demonstrating incremental value and quick wins throughout the IT Service Management project lifecycle?

– At what point will vulnerability assessments be performed once IT Service Management is put into production (e.g., ongoing Risk Management after implementation)?

– Do we all define IT Service Management in the same way?

Quality management Critical Criteria:

Design Quality management visions and separate what are the business goals Quality management is aiming to achieve.

– How will you know that the IT Service Management project has been successful?

– Which individuals, teams or departments will be involved in IT Service Management?

– What is the future of Data Quality management?

– Who sets the IT Service Management standards?

– Quality management -are clients satisfied?

Service desk Critical Criteria:

Have a session on Service desk failures and gather Service desk models .

– Will we be eligible for ISOIEC 20000 certification, even if our Service Desk, infrastructure management and applications management functions are located in different countries?

– Marketing budgets are tighter, consumers are more skeptical, and social media has changed forever the way we talk about IT Service Management. How do we gain traction?

– Does the service provider have a service desk function based on itil principles?

– What is the purpose of IT Service Management in relation to the mission?

– How does mobility improve your organizations service desk effectiveness?

– Is the cloud service providers service desk local, onshore or offshore?

– What business benefits will IT Service Management goals deliver if achieved?

– How does mobility improve your organizations service desk effectiveness?

– Is the cloud service providers service desk local, onshore or offshore?

– Are You Running Your Service Desk or is Your Service Desk Running You?

– What are valid performance indicators for the service desk?

– Which incidents should be logged by the service desk?

– Why a service desk?

Software engineering Critical Criteria:

Jump start Software engineering decisions and overcome Software engineering skills and management ineffectiveness.

– DevOps isnt really a product. Its not something you can buy. DevOps is fundamentally about culture and about the quality of your application. And by quality I mean the specific software engineering term of quality, of different quality attributes. What matters to you?

– Record-keeping requirements flow from the records needed as inputs, outputs, controls and for transformation of a IT Service Management process. ask yourself: are the records needed as inputs to the IT Service Management process available?

– Do we aggressively reward and promote the people who have the biggest impact on creating excellent IT Service Management services/products?

– Can we answer questions like: Was the software process followed and software engineering standards been properly applied?

– Is open source software development faster, better, and cheaper than software engineering?

– Who will be responsible for documenting the IT Service Management requirements in detail?

– Better, and cheaper than software engineering?

Systems management Critical Criteria:

Communicate about Systems management management and oversee Systems management management by competencies.

– Who are the people involved in developing and implementing IT Service Management?

United Kingdom Critical Criteria:

Value United Kingdom management and get going.

– How do your measurements capture actionable IT Service Management information for use in exceeding your customers expectations and securing your customers engagement?

Workflow management system Critical Criteria:

Paraphrase Workflow management system decisions and describe which business rules are needed as Workflow management system interface.

– How do we measure improved IT Service Management service perception, and satisfaction?


This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the IT Service Management Self Assessment:


Author: Gerard Blokdijk

CEO at The Art of Service | theartofservice.com



Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.

External links:

To address the criteria in this checklist, these selected resources are provided for sources of further research and information:

IT Service Management External links:

ServiceAide: ITSM Tools – IT Service Management …

Remedy 9 – IT Service Management Suite – BMC Software

Remedyforce- IT Service Management and Help Desk – …

Axios Systems External links:

Axios Systems – Home | Facebook

About us – Axios Systems

Axios Systems – Official Site

Business Process Framework External links:

Business Process Framework (eTOM) – TM Forum

Business Process Framework (eTOM) – TM Forum

Business process External links:

Infosys BPM – Business Process Management | BPM …

Information technology and business process …

Capability Maturity Model Integration External links:

[PDF]Capability Maturity Model Integration (CMMI) Overview

Functional requirement External links:

[DOC]Functional Requirements Document Template


What is functional and non functional requirement?

ISO/IEC 20000 External links:

ISO/IEC 20000 IT Service Management | BSI America

ISO/IEC 20000
ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1/SC7 and revised in 2011. It is based on and intended to supersede the earlier BS 15000 that was developed by BSI Group.

ISO/IEC 27000 External links:

ISO/IEC 27000 glossary standard – iso27001security.com

ISO/IEC 27000-Series · Overview and introduction · Glossary
ISO/IEC 27000 glossary standard – iso27001security.com

ISO/IEC 27000-series Flashcards | Quizlet

ISO 9000 External links:

List of ISO 9000 Registered Companies – 9000 Store

ISO 9000 – What Is ISO 9000? A Standards Series | ASQ

What is ISO 9000? – Definition from WhatIs.com

Information Technology Infrastructure Library External links:

Information Technology Infrastructure Library (ITIL)

Information Technology Infrastructure Library (ITIL) …

Information Technology Infrastructure Library (ITIL)

Information security management External links:

Information Security Management | California State …

Information Security Management – Home2

Information Security Management Provider – Sedara

Information technology External links:

SOLAR | Division of Information Technology

Umail | University Information Technology Services

Rebelmail | UNLV Office of Information Technology (OIT)

Marval Software External links:

Marval Software – Home | Facebook

Marval Software · GitHub

Marval Software | Crunchbase

Microsoft Operations Framework External links:

Appendix A – Microsoft Operations Framework

Microsoft Operations Framework

What is Microsoft Operations Framework (MOF)? – …

Network and Service Management Taxonomy External links:

Network and Service Management Taxonomy – Simpleweb

Network and service management taxonomy – WOW.com

Network management External links:

Enterprise Software for IT, Server & Network Management …

UNMS – Ubiquiti Network Management System

What is Network Management? Webopedia Definition

Quality management External links:

Quality Management Training Solutions from BSI

abaqis® | Quality Management System

Service desk External links:

Welcome to BMC Service Desk Express

CA Service Desk Manager – Login

Service Desk Home – fmPilot

Software engineering External links:

Software Engineering Services

Academy for Software Engineering / Homepage

Software Engineering Stack Exchange

Systems management External links:

Welcome to the Mail Systems Management Association

– Operation Processes and Systems Management …

Home – Crisis Systems Management

United Kingdom External links:

Kristina Rihanoff | United Kingdom | Dance to the Music Tour

Luxury Women’s Fashion Accessories – United Kingdom

United Kingdom – Faith – The George Michael Legacy

Workflow management system External links:

Document Management Software – Workflow Management System

Muller Martini Presents Connex Workflow Management System

TrackPro | Workflow Management System