Aligning processes to ITIL helps IT service organizations to identify and systematically improve the quality of IT services being offered. On this basis, Service Level Agreements (SLAs) can be agreed upon with customers. They contain measurable quality indicators and quality objectives, making them comparable.

• Competitive advantages, because customers can be offered measurable and controllable service quality on the basis of SLAs
• From this, Operational Level Agreements (OLA) can be defined. They provide the basis for the reliable and cost-efficient delivery of IT services.

Assessments are conducted using an audit checklist specifically prepared by DQS, based on the requirements of ISO 20000-1 and ITIL (BIP 0015:2006, ITSM Self Assessment). The following criteria will be reviewed:

IT Service Management System Management responsibility Documentation requirements Competence, awareness, and training Planning and implementing service management Plan service management Implement service management and provide the services Monitoring, measuring, and reviewing Continual improvement Planning and implementing new or changed services Service delivery process Service level management Service reporting Service continuity and availability management Budgeting and accounting for IT services Capacity management Information security management Relationship processes Business relationship management Supplier management Resolution processes Incident management Problem management Control processes Configuration management Change management Release processes Release management