What is the worst case scenario?
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112. What defines best in class?
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113. What are the core elements of the Enterprise service management business case?
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114. Is there any additional Enterprise service management definition of success?
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115. How do you keep key subject matter experts in the loop?
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116. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?
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117. Has anyone else (internal or external to the group) attempted to solve this problem or a similar one before? If so, what knowledge can be leveraged from these previous efforts?
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118. How do you manage unclear Enterprise service management requirements?
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119. Have specific policy objectives been defined?
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120. What is out-of-scope initially?
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121. What are the requirements for audit information?
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122. What is the scope?
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123. What baselines are required to be defined and managed?
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124. Are there different segments of customers?
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125. What information do you gather?
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126. Have all of the relationships been defined properly?
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127. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?
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128. Is it clearly defined in and to your organization what you do?
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129. How often are the team meetings?
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130. How do you hand over Enterprise service management context?
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131. Why are you doing Enterprise service management and what is the scope?
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132. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?
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133. What Enterprise service management services do you require?
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134. Is there a Enterprise service management management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?
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135. What are the tasks and definitions?
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136. When are meeting minutes sent out? Who is on the distribution list?
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137. What key stakeholder process output measure(s) does Enterprise service management leverage and how?
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Add up total points for this section: _____ = Total points for this section
Divided by: ______ (number of statements answered) = ______ Average score for this section
Transfer your score to the Enterprise service management Index at the beginning of the Self-Assessment.
CRITERION #3: MEASURE:
INTENT: Gather the correct data. Measure the current performance and evolution of the situation.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. What is your Enterprise service management quality cost segregation study?
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2. Do you aggressively reward and promote the people who have the biggest impact on creating excellent Enterprise service management services/products?
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3. What causes investor action?
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4. How to cause the change?
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5. Are Enterprise service management vulnerabilities categorized and prioritized?
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6. Do you have any cost Enterprise service management limitation requirements?
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7. When should you bother with diagrams?
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8. Are missed Enterprise service management opportunities costing your organization money?
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9. How will success or failure be measured?
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10. How is performance measured?
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11. Is the solution cost-effective?
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12. How is progress measured?
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13. What are the Enterprise service management key cost drivers?
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14. Are there measurements based on task performance?
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15. How is the value delivered by Enterprise service management being measured?
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16. What are the current costs of the Enterprise service management process?
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17. Who pays the cost?
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18. How do you verify if Enterprise service management is built right?
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19. What potential environmental factors impact the Enterprise service management effort?
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20. What is the total cost related to deploying Enterprise service management, including any consulting or professional services?
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21. What would it cost to replace your technology?
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22. Have design-to-cost goals been established?
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23. The approach of traditional Enterprise service management works for detail complexity but is focused on a systematic approach rather than an understanding of the nature of systems themselves,