In April 2011 an assessment was administered via online survey, to senior directors and directors within the OCIO. (A separate survey was administered to our external to OCIO Advisory Community audience). The purpose of the internal nstrument is to gauge the maturity of ITIL-based, IT Service Management (ITSM) processes within the OCIO. A previous assessment using the same criteria was conducted in 2009.
Processes with higher maturity scores in 2011 include: Service Desk, Incident Management, Change Management, and Service Level Management.
Lower scores were received in 2011 for: IT Security, Continuity Management, Problem Management, Availability Management and Configuration Management.
A summary report comparing the 2009 and 2011 results is available.
While higher scores would be preferred for all IT service areas, we accept that processes with lower scores are as such because we have not yet yielded significant improvements or changes within the respective areas.
