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Real ITSM 1.2 Service Demand Review on Sep 2008 for Harry's Hot Autos by rob

Review submitted by rob

on September 4, 2008 - 23:02. [nid:648]

Benchmark: Real ITSM 1.2 Service Demand

RATS Reckoning:

50% from 16

Design for failure : Yes

Harry fails often

Delay new services: Yes

Harry does little

Divert new services to better fit IT requirements: No

Have formal SLAs and argue over SLAs on a regular basis with customers: No

Bonus: Use MS-Excel: No

Design for the lowest availability level that will be tolerated by the customer: Yes

Do not plan or rehearse for service discontinuities unless pressure from auditors becomes intolerable: Yes

Treat capacity planning and monitoring as pointless: Yes

Minimise security infrastructure investment except under threat of losing compliance or failing audit: Yes

Wait for service discontinuities and/or design services to ensure a suitable discontinuity within a reasonable timeframe: Yes

Bonus: Wait until after this happens: Yes

Perform occasional forensic security audits from within IT: No

Have a system to allocate vendor contacts: No

Bonus: Rotate contacts to share the value: No

Seek to be a reference site for all purchases: No

Encourage outsourcing in the appropriate situations: No

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