Intellectual Property
 Accreditation
 Examination Institutes
 Qualifications
 Training Organisations
 Publications
 ITIL Software Scheme
 Licensed Software Assessors
 Endorsed Software Tools
 ITIL Press Office
 Best Management Practice
 Knowledge Centre
 Glossaries of Terms
 Related Links
 Register To Receive

Mandatory Assessment Criteria

Note

Following the publication of the Mandatory Assessment Criteria for the ITIL Software Scheme assessment process, a number of issues and concerns have arisen which coupled with experience of running the scheme warrant further clarification.

As there are fundamental core aspects within ITIL, it is important that these are present in the tools processes that are put up for endorsement. The criteria were drafted using terms and statements from the official ITIL publications. This approach was taken to ensure that all decisions regarding tool endorsement could be referenced back to specific statements in the publications. This was important when the criteria were not published to enable Licensed Software Assessors to understand the level and detail of compliance required to pass an assessment in order for a software tool to gain endorsement as well as ensuring to purchasers that the tool had within it processes that met the requirements of the scheme.

Now that the criteria are published and available to all vendors in advance of an assessment, a higher compliance pass rate can reasonably be required. As Licensed Software Assessors are seeking 100% compliance, guidance may be necessary for tool vendors to understand the level of compliance required. The published criteria state what a software tool must be able to do to comply with a given ITIL process. The criteria do not state how a software tool should accomplish this. Therefore, the criteria do not prescribe how a software tool functions only what the process does.

Please see examples of the intent of an assessment below:

  • Raise and Record Changes

Does the tool automatically allocate a unique reference number for each RFC?

  • ITIL states that RFCs must have a unique reference number.
  • This is a requirement for a unique reference number, it is not prescribed how that reference number is to be created, its format or how it is to be stored.
  • Incident Status

Does the Incident record contain a field or fields to record the status of the incident (such as active, waiting, closed)?

  • ITIL states that the incident record must show the status of the incident.
  • This requires that the tool has the facility; it does not mandate how the tool manages to perform this, only that it is done.
  • Create SQP

Does the tool assist with the creation of a Service Quality Plan?

  • ITIL says that a SQP should be produced.
  • This is a requirement that the tool should support the creation, details as to how are not relevant.

The ITIL Software Scheme is not intended to stifle innovation or affect the way competent tool vendors produce and differentiate their products. Literal adherence to every word in the criteria is not now, nor has it ever been, an expectation of the ITIL Software Scheme for the reasons stated above. Tool vendors must, however, be able to demonstrate that these mandatory criteria are met and Licensed Software Assessors will fully recognise variations of the method used as long as the process is robust and meets the required criteria.

It is recognised that there are concerns with regards to the ITIL Update due to be published in July 2011. As the update will not change the core processes, it is envisaged that there will be minor, if any impact on the criteria. It is therefore inappropriate and unnecessary to rewrite or adjust them at this stage.

 

We look forward to your continuing support of the ITIL Software Scheme.

 

If you have any further queries or questions we strongly recommend tool vendors speak to a Licensed Software Assessor for clarification before embarking on an assessment.

Please download the 2007 or the 2011 Mandatory Assessment Criteria for your information.