This document discusses the NHS Infrastructure Maturity Model (NIMM) and its use of balanced scorecard perspectives to assess maturity. It provides example questions to evaluate a service desk across five key perspectives: Process, People & Organization, Technology, Information Security, and Business Value & Strategy. Each perspective contains 5-6 questions to gauge the maturity level for things like process documentation and automation, user experience, technology functionality, security controls, and alignment of the service desk with business goals.

1. NHS Infrastructure Maturity Model (NIMM)
Service Desk Dialogue Prompter Pack
Author: Andy Savvides
NIMM and “The NHS Infrastructure Maturity Model” are registered trademarks of the Department of Health and Crown
Copyright. All trademarks are acknowledge as property of their respective owners.
Atos, Atos and fish symbol, Atos Origin and fish symbol, Atos Consulting, and the fish itself are registered trademarks of Atos Origin SA. May 2006
© 2006 Atos Consulting

2. NIMM Balanced Scorecard Perspectives
2

3. Process Perspective
» Do the Service Desk core processes follow ITIL best practice?
» How well do other support processes integrate with the Service Desk processes?
» Are the Service Desk processes documented, accessible authoritative, generally
accepted and followed?
» How mature and optimised is the automation and workflow supporting the
processes?
» How mature is the management of process quality & consistency and
documentation?
» Are you able to provide evidence that Service Desk processes are followed?
3

4. People & Organisation Perspective
» How well suited is the organisational structure and people readiness of the
delivering organisation to ensure that the Service Desks meets its stated goals?
» Is there an agreed RASCI chart for the Service Desk (and other related) roles?
» Does the Service Desk survey end users to measure satisfaction?
» Does the Service Desk have agreed service levels with its users?
» How would you rate the end user experience, accessibility and convenience when
using the Service Desk?
4

5. Technology Perspective
» How mature is the functionality provided by the technology used by the Service
Desk?
» Can the technology used by the Service Desk be adapted to provide the reporting
and metrics needed to manage the Service Desk Performance?
» Does the technology used by the Service Desk actually perform as it was
intended?
» Does the technology used by the Service Desk follow generally accepted industry
standards?
» How would you score the technology used by the Service Desk in terms of being
reliable, manageable & scalable?
5

6. Information Security Perspective
» How mature are the IT security measures in place to ensure the trustworthy
delivery of the Service Desk?
» How mature is the security model for authentication for users interacting with the
Service Desk?
» How quickly are security incidents directed at the Service Desk reported and
investigated?
» Is the Service Desk being delivered in a way that is trustworthy, auditable and
standards based?
» Is there sufficient controls and monitoring in place to enable the identification of
Service Desk related security issues and incidents?
» Are lessons learned from security incidents involving the Service Desk documented
and acted upon?
6

7. Business Value & Strategy Perspective
» Is the a clear and documented strategy and vision for the Service Desk?
» Is it clear to the business what the role of the Service Desk is and what service
levels can be expected?
» Does the business understand the value that the Service Desk can bring and does
the business actively seek to exploit this potential?
» Does the Service Desk report it’s performance using metrics and language aligned
to the business to aid understanding?
» How transparent are the benefits, costs and risks associated with the Service
Desk?
» Is there a standardised and mature approach in defining, measuring and managing
the TCO for the Service Desk?
7

8. For more information please contact:
Andy Savvides
andy.savvides@atosorigin.com
Atos, Atos and fish symbol, Atos Origin and fish symbol, Atos Consulting, and the fish itself are registered trademarks of Atos Origin SA. May 2006
© 2006 Atos Consulting