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Evaluation Management – Transitioning to ITIL® V3

In the most recent version of ITIL® (ITIL V3), Evaluation Management is explained in proficient detail, placing the required emphasis on its benefits. Students must comprehensively understand this crucial area in order to appreciate how a service and the changes to it are evaluated. ITIL V3 includes Evaluation Management as a process in Service Transition.

What is Evaluation Management?

Evaluation Management is a process which assures that the services offered by an organization match the goals and requirements so that those services will produce the desired results. Evaluation Management is similar to Quality Assurance Management which deals with the assessment of products in detail. If the products are not acceptable, they are either amended or returned back to the production department.

Some of the core principles of Evaluation Management that organizations must adhere to are:

  • Services must be evaluated before they go through any changes. In other words, before an organization adopts any changes, the services, the changes and the impact the changes will have on the services must be evaluated by Evaluation Management.
  • Any discrepancy(s) in the previous, current or future workflow must be assessed by Evaluation Management. Also, the way customers respond to a particular change made in the organization that affects the workflow needs to be addressed by Evaluation Management.

The responsibility of Evaluation Management in relation to changes is to maintain the quality of the products and services in the live environment as well as assess whether the changes being approved are hazardous or beneficial for the organization. In this regard, the Plan-Do-Check-Act, or the Deming Cycle, is used to ensure a smooth and objective evaluation process. The evaluation process is an important input for the Continual Service Improvement stage of the Service Lifecycle.

What Will You Learn?

In the Evaluation Management module, IT professionals will study how to plan, guide, and implement the evaluation process. Students will study the end-to-end process flow for Evaluation Management inclusive of its design strategy, roles, components, activities and operations. Activities in the evaluation process include planning the evaluation, evaluating the predicted performance, and evaluating the actual performance. Moreover, the interactions between Evaluation Management and other processes in the Service Lifecycle are also studied.

Contrary to popular belief, Evaluation Management is not only about the evaluation of products and services as it also deals with evaluating other factors that can impact the organization’s workflow and profitability. Students will learn to recognize the major determinants that can lead an organization to be successful, such as its resources, people, purposes and objectives as well as its ability to provide better services.

Evaluation Management is studied in the ITIL V3 Service Transition course and the ITIL V3 Release, Control and Validation Capability course. Ashford Global IT (AGIT) is a premier training company who offers all the courses in the ITIL V3 Qualification Scheme. By choosing AGIT as your training provider, you will have skilled instructors who will teach you the material through lectures, discussions, and hands-on activities. You have the option of attending open-enrollment courses held throughout the United States, inviting AGIT instructors to your organization to deliver on-site training, or taking part in one of AGIT’s convenient online classes. With AGIT, you are guaranteed success!

Enroll today to discover how Evaluation Management can bolster your company’s bottom line!


About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

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