Benchmarking and Strategy

There are two primary areas of benchmark:

Staff or Technology User Satisfaction

• A staff satisfaction survey for the users of Technology on their perceptions of the Technology Department and their services. From this a scorecard is created for the delivery of Technology Services within the organisation. Ideally this should be repeated regularly throughout the project to monitor progress after the process, cultural and communications activities;

 A Technology Process Maturity Assessment

• A Skills Evolution "TouchPoint" ITIL process maturity assessment measures the way the Technology Department operates against industry best practices, benchmarking process maturity according to the ITIL V3 Service Management framework. The survey can be run for as many or as few of the ITIL V3 processes as is appropriate for that Service Improvement Programme. The survey would usually be repeated at the end of a programme of works to confirm progress and highlight next steps for the Technology Department.

Find out more about our Process, Improvement and Mentoring

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Testimonials

Miller Group Service Improvement:

Graeme Stirling, Director of IT, Miller Group: "I am particularly pleased with the Skills Evolution commitment to business improvement for Miller Group both helping the IT team to achieve a service oriented culture and improving efficiency with cost savings".