Risk Management Scorecard

Evaluation
Criteria: (sample only)

 Not Rated

Immature
(High Risk)

Exposed
(At   Risk)

Borderline (Manageable Risk)

OK
(Stable)

Mature
(Robust)

Value-Added
Next Step

 

1       PRODUCTION SUPPORT:

 

 

 

 

 

 

 

1.1       Project planning

0

1

2

3

4

5

 

1.2       Change control/change management

0

1

2

3

4

5

 

1.3       Problem management

0

1

2

3

4

5

 

1.4       Configuration management

0

1

2

3

4

5

 

1.5       Software migration planning/version control

0

1

2

3

4

5

 

1.6       Platform administration (e.g., moves, adds & change  process)

0

1

2

3

4

5

 

1.7       Security administration

0

1

2

3

4

5

 

1.8       Electronic software distribution

0

1

2

3

4

5

 

1.9       Post Mortem evaluation process

0

1

2

3

4

5

 

1.10    Quality measurement

0

1

2

3

4

5

 

1.11    Remote systems administration

0

1

2

3

4

5

 

1.12    Management of the desktop environment

0

1

2

3

4

5

 

1.13    Process for requisition of equipment (PCs, etc.)

0

1

2

3

4

5

 

1.14    Process for requisition of Services

0

1

2

3

4

5

 

1.15    Regional operations management

0

1

2

3

4

5

 

 

 

 

 

 

 

 

 

2       HELP DESK:

 

 

 

 

 

 

 

2.1       Help desk support/overall satisfaction

0

1

2

3

4

5

 

2.2       Gathers relevant information

0

1

2

3

4

5

 

2.3       Resolves issues in a timely manner

0

1

2

3

4

5

 

2.4       Reports on its services and performance

0

1

2

3

4

5

 

2.5       Adequately staffed?

0

1

2

3

4

5

 

2.6       Notification of results

0

1

2

3

4

5

 

2.7       Integration into corporate structure

0

1

2

3

4

5

 

2.8       Usefulness for infrastructure problems

0

1

2

3

4

5

 

2.9       Usefulness for application problems

0

1

2

3

4

5

 

2.10    Training of resources

0

1

2

3

4

5

 

2.11    Exploits automation for diagnostics and trouble ticket resolution (cause/effect)

0

1

2

3

4

5

 

 

 

 

 

 

 

 

 

3       PERFORMANCE:

 

 

 

 

 

 

 

3.1       Network performance

0

1

2

3

4

5

 

3.2       Application performance

0

1

2

3

4

5

 

3.3       Response times

0

1

2

3

4

5

 

3.4       Other service levels

0

1

2

3

4

5

 

3.5       Availability (uptime)

0

1

2

3

4

5

 

3.6       Scalability

0

1

2

3

4

5

 

3.7       MTBF (mean time between failures)

0

1

2

3

4

5

 

3.8       MTTR (mean time to repair)

0

1

2

3

4

5

 

3.9       Application-oriented event management & alarms

0

1

2

3

4

5

 

3.10    System & device oriented  monitoring

0

1

2

3

4

5

 

3.11    Job scheduling

0

1

2

3

4

5

 

 

 

 

 

 

 

 

 

4      COMMAND & CONTROL

 

 

 

 

 

 

 

4.1       Problem escalation

0

1

2

3

4

5

 

4.2       Command & control process/command center

0

1

2

3

4

5

 

4.3       Call tree

0

1

2

3

4

5

 

4.4       Protocol & procedures for user communications/outreach

0

1

2

3

4

5

 

4.5       User satisfaction with attended operations

0

1

2

3

4

5

 

4.6       User satisfaction with unattended operations

0

1

2

3

4

5

 

4.7       Account manager organizational structure

0

1

2

3

4

5

 

4.8       Production support organizational structure

0

1

2

3

4

5

 

4.9       Clear delineation of roles and responsibilities

0

1

2

3

4

5

 

4.10    Cross-functional interdependent work team process

0

1

2

3

4

5

 

 

 

 

 

 

 

 

 

5      CONTINGENCY PLANNING:

 

 

 

 

 

 

 

5.1       Capacity planning (procedures & tools)

0

1

2

3

4

5

 

5.2       Disaster recovery planning

0

1

2

3

4

5

 

5.3       Business resumption planning

0

1

2

3

4

5

 

5.4       Disaster recovery testing

0

1

2

3

4

5

 

5.5       Backup & recovery policies & procedures

0

1

2

3

4

5

 

5.6       Backup & recovery automation

0

1

2

3

4

5

 

5.7       Data base archiving procedures

0

1

2

3

4

5

 

5.8       Procedures for data base consistency checks

0

1

2

3

4

5

 

5.9       Tape & media management

0

1

2

3

4

5

 

5.10    Fault tolerant design

0

1

2

3

4

5

 

5.11    Guaranteed message delivery

0

1

2

3

4

5

 

5.12    Transaction store and forward

0

1

2

3

4

5

 

 

 

 

 

 

 

 

 

6       STANDARDS:

 

 

 

 

 

 

 

6.1       Documentation/maintenance of standards and guidelines

0

1

2

3

4

5

 

6.2       Directory naming conventions

0

1

2

3

4

5

 

6.3       Print management & report delivery

0

1

2

3

4

5

 

6.4       Service level agreements

0

1

2

3

4

5

 

 

 

 

 

 

 

 

 

7       PREVENTATIVE MAINTENANCE (PM):

 

 

 

 

 

 

 

7.1       Windows of time to conduct

0

1

2

3

4

5

 

7.2       Automatic diagnostics (space full, log files full, disk surface analysis, etc.)

0

1

2

3

4

5

 

 

 

 

 

 

 

 

 

8       DEVELOPMENT SUPPORT:

 

 

 

 

 

 

 

8.1       Test lab (services, toolset)

0

1

2

3

4

5

 

8.2       Testing process

0

1

2

3

4

5

 

8.3       Testing tools (functional)

0

1

2

3

4

5

 

8.4       Testing tools (performance)

0

1

2

3

4

5

 

8.5       Test environments (parallel production)

0

1

2

3

4

5

 

8.6       Production readiness test process

0

1

2

3

4

5

 

8.7       Regression test process

0

1

2

3

4

5

 

8.8       Toolset, tools

0

1

2

3

4

5

 

8.9       Production defects  (frequency after rollout)

0

1

2

3

4

5

 

8.10    Source code management for development groups

0

1

2

3

4

5

 

8.11    Data file synchronization

0

1

2

3

4

5

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

9      APPLICATION INSTRUMENTATION:

 

 

 

 

 

 

 

9.1       Fault isolation

0

1

2

3

4

5

 

9.2       Performance metrics (KPIs)

0

1

2

3

4

5

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

10   RESOURCES:

 

 

 

 

 

 

 

10.1    Staff size (adequate resources?)

0

1

2

3

4

5

 

10.2    Staff skill set (adequate resources?)

0

1

2

3

4

4

 

10.3    Training programs

0

1

2

3

4

4

 

10.4    General overall comfort with production operations management

0

1

2

3

4

4