Process Assessments, Appraisals and Audits

Assessments, Appraisals and Audits

Baseline Assessments

Baseline assessment or audits are usually required to evaluate the starting point of an organisation process set, service or prior to embarking in a service/process improvement initiative. These baseline assessments or audits are usually performed against specific industry best practices the organisation is using such as ITIL®, CMMI®, ISO9001, ISO/IEC 20000 etc., or against the organisation’s own set of processes and policies. Further, if this starting point is not identified and recorded, organisations will find it extremely difficult, if not impossible, to demonstrate how much they have improved since they started their improvement journey.

Standard Deliverables

  • Planning of the engagement
  • Conducting the baseline assessment
  • Non-attributable baseline assessment findings
  • List of improvement recommendations

Additional Deliverables Offered at an additional price

  • Strategy Map providing a list of issues linked and mapped to suggested improvement initiatives that can address list assessment findings and other customer issues customer issues

Ongoing assessments and audits to measure progress

As organisations embark on their improvement journey, further assessments or audits are required to verify compliance and to ensure that improvement initiatives are progressing in the right direction in line with identified plans.  E2E ITSM Consulting can offer your organisation this service as a stand-alone service offering.

Standard  Deliverables

  • Planning of the engagement
  • Develop audit criteria
  • Conducting progress assessments or audits
  • Assessments or audits findings Reports
  • List of non-conformances or non-compliances related to each audit/assessment

Additional  Deliverables Offered at an additional price

  • Improvement recommendations related to each audit/assessment
  • % non-conformance closed since previous assessment
  • A consolidated non-conformance/non-compliance database for your organisation, that will enable the customer QA team to perform trend analysis and identify organisational improvement opportunities.

Capability Maturity Model Integration (CMMI) Appraisals

As a CMMI Institute partner, E2E ITSM Consulting Pty. Ltd. has established contacts with several certified CMMI Lead Appraisers and as such is able to coordinate and assist planning formal and informal CMMI appraisals for its customers as and when required.


  • Liaison with customers to select a Lead Appraiser
  • Liaison with customers and with Lead Appraisers to identify type and level of maturity to be appraised
  • Liaison with customers and with Lead Appraiser to plan appraisal schedule
  • CMMI Appraisal to be conducted by a certified Lead Appraiser with an E2E ITSM Consulting representative as an appraisal team member (ATM) as and when required
  • CMMI Appraisal Findings to be provided by the Lead Appraiser together with improvement recommendations depending on the type of appraisal
  • Rating of the process areas being assessed as appropriate
  • Customers assistance developing and implementing corrective action plans to address appraisal findings.