Assess IT Services Processes Capabilities, Develop Continual Service
Improvement ("CSI") Roadmap :
The objective of this Consulting engagement is to assess each IT Service in the Portfolio to determine IT’s
capability to deliver Services efficient and effectively.  The scope includes a review and assessment of
business and IT Services and underpinning IT processes, people roles and responsibilities, and supporting
technologies to determine service maturity capability, identify operating deficiencies, risks and exposures
level of defects, and identify corrective actions, remediation level of effort, costs/ benefits of service
improvements, and to develop service improvement Roadmap.
Services Outcomes:
5 Steps to Service Excellence in 120 Days
Spins off to Multiple Business
and IT Transformation and
Implementation Projects

  • NAVVIA        Service and Process Assessment Tools & Templates

  • Service & Process Assessment Owners Identified

  • Services/Processes Capability Assessment  and Findings

  • Stakeholder Interviews, Findings, and Recommendations

  • ITSM Tooling Assessment, Findings, and Recommendations

  • CMMI/ISO 20000 Gap Analysis, Deficiencies/Risks Identified

  • Risk Assessment, Corrective Actions & Level of Effort

  • Prioritized CSI Action Register and Cost/ Benefit/ROI Analysis

  • ITSM Maturity Baselines and Future State ITSM Services, Processes, and
    Tooling Improvement Requirements

  • Service Improvement Implementation Plan