Thu,01 Dec, 2011 11:43:37
In reply to article #1
I think I understand what you want to do and why. However, I think you should consider another approach.
Change performance will vary dramatically between organisations, and often for some very valid reasons. I'm not sure doing a benchmarking exercise will give you the best focus for improvement, and may risk driving the wrong behaviour.
My suggestions is to get an external resource to do a quick assessment against the requirements in the ISO/IEC 20000 standard. I often describe this is the minimum level at which you can say you are competent in IT Service Management. the assessment will only take a few hours. In fact, you could get an assessment of the whole of the service Management capability in only a few days.
I hope this helps, but please feel free to email or phone me if you have questions or need any more help.