Introduction

This spreadsheet system allows you to conduct a mini Service Transition Readiness Assessment. You may substitute your own questions should you require.
It has been developed as a starting point to highlight areas that require particular attention and to give you some idea of process maturity.
For more detailed assessment exercises you may need to employ outside consultants.
If you do employ Service Management consultants you can present the findings of this spreadsheet to help them rapidly understand some of your current issues.
This in itself is a time saving (and therefore) cost saving exercise.
This spreadsheet has been designed for 10 participants.
You could use multiple spreadsheets to do a large group or modify formulas etc.
You can use this spreadsheet as the starting point for enhancements (one suggestion is to use Pivot Tables, for even more powerful analysis).
Please note that macros may need to be enabled to use the functionality in your environment and that you may need to file in an appropriate format.

Data entry
Below are the only valid entries for the assessment
Each person must use the drop down box and select an answer for each question for each process area.

1
2
3

Initial - processes and activities are adhoc or chaotic or undefined

Repeatable - basic processes and activities are established and there is a level of discipline and adherence
Defined - All processes and activities are defined, documented, standardised and integrated together

Managed - Processes are measured by collecting detailed data on the processes and their quality and appropriately
improved

Optimising - Continuous process improvement is adopted. Process and activities are mature
Step 1 - Enter the names of the participants here :
Participant 1
Participant 2
Participant 3
Participant 4
Participant 5
Participant 6
Participant 7
Participant 8
Participant 9
Participant 10
Step 2 - Now have each participant answer each question for each Service Transition area, under their name.

Service Management as a Practice

Participant 1

Participant 2

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Service Management is clearly defined

We know what our services are
We have clearly defined functions and processes across the lifecycle
We are able to measure the processes in a relevant matter
The reason a process exists is to deliver a specific result
Every process delivers its primary result to a customer or stakeholder
The goals of Service Transition are defined

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The objectives of Service Transition are defined

The purpose of Service Transition is Defined

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The Scope of Service transition is defined

Service Transition enables us to align the new or changed service with the customer's business requirements
Service Transition ensures that customers and users can use the new or changed service so that it maximises value to the business
We have measurements for alignment with the organisation/business and It plans
We have measurements for Service Transition
Interfaces to other Service Lifecycle stages are clearly defined
SCORE

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Service Transition Principles

Participant 1

Participant 2

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Service Utilities are Defined

Service Warranties are Defined
We have defined and implemented a formal policy for service transition
We have a policy for implementing all changes to services through service transition
We have a policy for adopting a common framework and standards
We have a policy for Maximising re-use of established processes and systems
We have a policy for aligning service transition plans with the business needs
We have a policy for establishing and maintaining relationships with stakeholders
We have a policy for establishing effective controls and discipline
We have a policy for providing systems for knowledge transfer and decision support
We have a policy for planning release and deployment packages
We have a policy for Anticipating and managing course corrections
We have a policy for Proactively managing resources across service transitions
We have a policy for ensuring early involvement in the service lifecycle
We have a policy for assuring the quality of the new or changed service
We have a policy for proactively improving quality during service transition
SCORE

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Service Transition Processes

Participant 1

Participant 2

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The purpose , goal and objective for the Transition Planning and Support process is defined
The scope of the Transition Planning and Support process is defined
A service transition policy is clearly defined
A release policy is clearly defined
A transition strategy is clearly defined
Service transition preparation activities are defined
Service transition is planned and coordinated
Advice is given as part of transition process support
Administration is organised for transition process support
Progress monitoring and reporting is part of process support

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Triggers, input and Output / Inter-process interfaces are defined

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Key performance indicators and metrics are defined

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The purpose, goal and objective for the Change Management process is defined
The scope for change management is defined
The policies, principles and basic concepts for change management are defined
We have defined the types of change requests
We have defined standard (pre-authorised) changes
Remediation planning for changes is defined
Planning and controlling changes is an integrated activity of change management

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Change and release scheduling is an integrated activity of change management

Ensuring there are remediation plans is an integrated activity of change management
Measurement and control of changes is an integrated activity of change management
Management reporting is an integrated activity of change management
Understanding the impact of change is an integrated activity of change management
Continual improvement is an integrated activity of change management
Raising and recording changes is defined
Reviewing the RFC is defined
Assessing and evaluating the Change is defined
Authorisation of all types of Changes is defined
Co-ordinating change implementation is defined
Reviewing and closing change records is defined
Change process models and workflows are defined
The Change advisory board is defined
Emergency changes are defined
Triggers, Input and output and inter-process interfaces are defined
Key performance indicators and metrics are defined

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The purpose, goal and objective for the Service Asset and Configuration Management process is defined
The scope for SACM is defined
The policies, principles and basic concepts for SACM are defined
The Configuration Management System is defined
Asset and Configuration Management activities are defined
Management and planning for SACM is defined
Configuration identification is defined
Configuration control is defined
Status reporting is defined
Verification and audit is defined
Triggers, Input and output and inter-process interfaces are defined
Key performance indicators and metrics are defined

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The purpose, goal and objective of the Release and Deployment Management process is defined
The scope for Release and deployment is defined
The policies, principles and basic concepts for Release and Deployment are defined
Release Unit and Identification is defined
Release design options are considered
Release and deployment models are defined
The planning of releases is managed
Preparation for build, test and deployment is managed
Build and test is managed
Service testing and pilots are managed
Planning and preparing for deployment are managed

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Transfer, Deployment and retirement are managed

Deployment verification is managed
Early life support is managed
Review and closing of a deployment is managed
Review and closing of the service transition is managed
Triggers, Input and output and inter-process interfaces are defined
Key performance indicators and metrics are defined

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67
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The purpose, goal and objective of the Service Validation and Testing process is defined
The scope for Service Validation and Testing is defined
The policies, principles and basic concepts for Service Validation and testing are defined
Inputs from Service Design are defined
Service quality and assurance is defined
Service Quality, Risk, service transition, release and change management Policies are defined
The Test strategy is defined
Test Models are defined
Validation and testing perspectives are defined
Testing approaches and techniques are examined and defined
Design considerations are defined
Different types of testing are defined
Triggers, Input and output and inter-process interfaces are defined
Key performance indicators and metrics are defined

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81
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The purpose, goal and objective of the Evaluation process is defined

The scope for Evaluation is defined
The policies, principles and basic concepts for Evaluation are defined
Service Evaluation terms are defined
The Evaluation process is defined
The Evaluation plan is defined
Evaluation of predicted performance is managed
Evaluation of actual performance is managed
Risk management is defined
Evaluation reporting is defined
Triggers, Input and output and inter-process interfaces are defined
Key performance indicators and metrics are defined

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The purpose, goal and objective of the Knowledge Management process is defined
The scope for Knowledge Management Evaluation is defined
The policies, principles and basic concepts for Knowledge Management are defined
Knowledge management is defined using a DIKW (data -information-knowledge-wisdom) approach
A Service Knowledge Management System (SKMA) Is in place to capture and manage knowledge
The Knowledge Management Strategy is defined

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Knowledge Transfer is defined

Data and information Management is integrated with Knowledge Management
Access and use of the Knowledge Management system is defined
Triggers, Input and output and inter-process interfaces are defined
Key performance indicators and metrics are defined
SCORE

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Service Transition common operation activities

Participant 1

Participant 2

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Managing Communication and commitment is a common operation activity

Communications during Service Transition are defined
Communication planning is managed
Different methods of communication are applied
Managing Organisation and stakeholder Change is a common operation activity
The emotional cycle of change is managed
Service Transition's role in organizational change is clearly defined
Organisational change is planned and implemented
A variety of organisational change products is used
Organisational readiness for Change is assessed
Progress of organisational change is monitored
Organisation and people issues are dealt with in sourcing changes
Organisational Change management's best practices (e.g. Kotter) are applied
Stakeholder management is a common operation activity
We have a stakeholder management strategy
We produce stakeholder maps and analysis
Changes in stakeholder commitment are captured
SCORE

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Organising Service Transition

Participant 1

Participant 2

1
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The Process Owner role and the Service Owner role are defined
The organisational context for transitioning a service is set
Organisational models to support service transition are defined
The Service Transition Manager role is defined
Planning and support is organised
The Service Asset Manager role is defined
The Configuration Manager role is defined
The Configuration Analyst role is defined
The Configuration administrator / librarian role is defined
The CMS / Tool administrator role is defined

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The configuration control board role is defined

Change Authority is defined
The Change Manager role is defined
The Change Advisory Board role is defined
Performance and risk evaluation management is defined
Service Knowledge management is defined
The service test manager role is defined
The release and deployment roles are defined
The Release packaging and Build roles are defined
Deployment is defined
Early life support is defined
Build and test environment management is defined
The Service Transition relationship with other lifecycle stages are defined
SCORE

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Service Transition Technology Considerations

Participant 1

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A service Knowledge Management system is in place

Collaborative, content management, workflow tools are in place
Data mining tools are in place
Extract, load and transform tools are in place
Measurement and reporting system tools are in place
Test management and testing tools are in place
Database and test data management tools are in place
Copying and publishing tools are in place
Release and deployment technology tools are in place
Deployment and logistics systems and tools are in place
Configuration Management systems and tools are in place
Version control tools are in place
Document-management systems are in place
Requirements analysis and design tools, systems architecture and CASE tools are in place
Database management audit tools to track physical databases are in place
Distribution and installation tools are in place
Comparison tools (software files, directories, databases) are in place
Build and Release tools (that provide listings of input and output CIs) are in place
Installation and de-installation tools (that provide listings of CIs installed) are in place
Compression tools (to save storage space) are in place
Listing and configuration baseline tools (e.g. Full directory listings with datetime stamps and check sums) are in place
Discovery and audit tools (also called inventory tools) are in place
Detection and recovery tools (where the build is returned to a known state) are in place
Visualisation, mapping and graphical representations with drill down reporting tools are in place

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SCORE

Implementing Service Transition

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Justification of Service Transition is undertaken

Designing Service Transition has been done
Applicable standards and policies have been researched
Process Relationships have been defined
Budgets and resources have been allocated
Service transition has been introduced
The Cultural change aspects have been addressed
Risks and value have been weighed

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Total

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0
0
0
0
0
0
0
0
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

0
0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0

330695901.xls

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

0
0
0
0
0
0
0

0
0
0
0
0
0
0

0
0
0
0
0
0
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

0
0
0
0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0
0
0
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

0
0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

0
0
0
0
0
0

0
0
0
0
0
0

0
0
0
0
0
0

330695901.xls

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

0
0
0
0
0
0

Participant 3

Participant 4

Participant 5

Participant 6

Participant 7

Participant 8

Participant 9

Participant 10

Total

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Participant 3

Participant 4

Participant 5

Participant 6

Participant 7

Participant 8

Participant 9

Participant 10

Total

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

0
0
0
0
0
0
0
0
0
0

330695901.xls

0
0
0
0
0
0

0
0
0
0
0
0

Count Avg
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Count Avg
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

0
0
0
0
0
0
0
0
0
0
0
0
0
0

Participant 3

Participant 4

Participant 5

Participant 6

Participant 7

Participant 8

Participant 9

Participant 10

Total

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

330695901.xls

0
0
0
0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0
0
0
0

Count Avg
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Participant 3

Participant 4

Participant 5

Participant 6

Participant 7

Participant 8

Participant 9

Participant 10

Total

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
Not applicable
0

0
0
0
0
0
0
0
0
0

330695901.xls

Count Avg
0
0
0
0
0
0
0
0
0

0
0
0
0
0
0
0
0
0

randomscores

1
Page 18

randomscores
1

Page 19

randomscores

Page 20

randomscores

Page 21

Questionnaire Results

Initial - processes and

activities are adhoc or
chaotic or undefined

Repeatable - basic
processes and
activities are
established and there
is a level of discipline
and adherence

Defined - All
processes and
activities are defined,
documented,
standardised and
integrated together

Managed - Processes are

measured by collecting
detailed data on the
processes and their
quality and appropriately
improved

Optimising Continuous process

improvement is
adopted. Process
and activities are
mature

Nbr of Responses

Service Management as a Practice

Service Transition Principles
Service Transition Processes
Service Transition common operation
activities
Organising Service Transition

0
0
0

0
0
0

0
0
0

0
0
0

0
0
0

0
0
0

0
0

0
0

0
0

0
0

0
0

0
0

Service Transition Technology Considerations

Implementing Service Transition

0
0

0
0

0
0

0
0

0
0

0
0

Service Transition Average score

all participants, all questions

Average Score

Service Transition Area

responses all participants

SPECIAL NOTE: The use of the AVERAGE as a statistical measurement has some inherent weaknesses.
The Average takes into account the extreme values. Use the MODE function to get a representative value of what most participants answered.

Service Management as a Practice

Service Transition Principles
Service Transition Processes
Service Transition common operation
activities
Organising Service Transition

0
0
0

Service Transition Technology Considerations

Implementing Service Transition

0
0

Participant
Participant 1
Participant 2
Participant 3
Participant 4
Participant 5
Participant 6
Participant 7
Participant 8
Participant 9

0
0

Service
Transition
Processes
0
0
0
0
0
0
0
0
0

Service
Transition
Organising
Technology
Service
Considerations Transition
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Service Design
Implementing Process
Service
Implementation
Transition
Considerations
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Service
Service
Management Transition
as a Practice Principles
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Participant 10

nts answered.

Average Service Transition Readiness Score - all participants, all questions

Service Management as a Practice

Implementing Service Transition

Service Transition Principles

0.5
0
Service Transition Technology Considerations

Organising Service Transition

Service Transition Processes

Service Transition common operation activities

Average Score

Summary of all Responses per Service Transition area

Optimising Continuous process

improvement is
adopted. Process and
activities are mature

Average score per process

Participant View
1
0.9
0.8
0.7

Service Transition Processes

0.6

Service Transition Technology

Considerations

0.5

Organising Service Transition

0.4

Implementing Service Transition

0.3

Service Design Process

Implementation Considerations

0.2
Service Management as a Practice

0.1
Service Transition Principles