ITSM and ITL Capability Assessment Checklist

Capability Assessment:
PurposeEvaluate whether it believes itself capable of fulfilling the defined
requirements of the service on a consistent basis.

Goal: Perform a gap analysis to identify the:

1. Required skills,
2. Staffing levels,
3. Procedures,
4. Supporting systems and infrastructure needed
to deliver the service effectively.

Audit Checklist Status Notes

1. Can the requirements be satisfied using existing resources, skills and
tools?
2. How will this increased demand be handled without negatively
impacting other services?
3. What level of staffing is required based upon projected service
demand?
4. What level of investment is required to be able to deliver the required
service?
5. What is the lead time between investment and achieving the relevant
level of capability i.e. procurement timelines, implementation timescales
etc?
6. Is it practical to deliver the service in-house or would it be better to
outsource the requirement?