ITSM Maturity Assessment
Summarize
Summary of ITSM Maturity Assessment
The ITSM Maturity Assessment accelerator evaluates your current IT Service Management (ITSM) processes and functional maturity within ServiceNow. It provides targeted, prescriptive recommendations to help you unlock additional value from the platform. Designed for Impact customers, it offers a structured assessment involving key stakeholders to deliver a snapshot of your ITSM maturity and actionable next steps.
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This assessment addresses core ITSM capabilities including Incident, Problem, Request, Change, Knowledge, and Continual Improvement Management, as well as Service Desk and CSDM Foundations. It is available within the Impact Guided+ (Strategic Value add-on), Advanced, and Total Packages.
Key Features
- Maturity Assessment Kickoff Session: A 1.5-hour session to set expectations, clarify customer participation, and request necessary data.
- ITSM Maturity Assessment Questionnaire: Stakeholders independently complete a structured questionnaire to evaluate gaps and opportunities in your ITSM deployment.
- Questionnaire Results Analysis: The Impact Squad reviews questionnaire responses, analyzes scores, and compiles tailored recommendations based on ServiceNow leading practices.
- ITSM Maturity Assessment Report: This report includes an overall maturity score, the top five recommendations, additional initiatives or accelerators, and a complete list of identified improvement opportunities.
- Customer Read-out Session: A 1.5-hour presentation of the report to review findings, discuss recommendations, and propose a suggested plan with resources for implementation decisions.
- Optional Follow-up Session: Up to 1 hour for Q&A and further guidance on leading practices upon customer request.
Customer Responsibilities and Resources
Successful participation requires involvement from various customer roles:
- Platform Owner: Accountable for the overall platform, provides leadership, governance, and alignment to business strategy (required).
- Process Owner: Owns the specific ITSM process under review (required).
- IT Service Desk Manager and Subject Matter Experts: Complete the maturity assessment questionnaire (recommended).
The questionnaire should be completed virtually by the customer at least two weeks before the readout session to allow thorough analysis and preparation.
Important Notes
- This accelerator focuses on process and functional maturity and does not include a technical review of ITSM implementation.
- ServiceNow does not perform implementation of the recommendations; the assessment is advisory to help you maximize your ITSM investment.
Assesses your current IT Service Management (ITSM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.
Accelerator overview
ITSM Maturity Assessment provides Impact customers with prescriptive recommendations based on a structured assessment conducted by key stakeholders within the customer’s business. By offering customers a snapshot of their current process maturity and targeted next-step recommendations, this accelerator helps maximize the value of their ServiceNow investment.
- Incident Management
- Problem Management
- Request Management
- Change Management
- Knowledge Management
- Continual Improvement Management
- Service Desk
- CSDM Foundations
Package Availability
What You Get
- Maturity Assessment Kickoff Session (up to 1.5 hours)
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- Set expectations on the process and depth of deliverable
- Communicate expectations for customer participation
- Request data and any other inputs
- Maturity Assessment Questionnaire
- The Assessment participants will each be asked to independently fill out a prebuilt ITSM Maturity Assessment Questionnaire that asks them to grade targeted statements to assess gaps and opportunities with your ITSM deployment.
- Questionnaire Results Analysis (time as needed determined by the Impact Squad)
- The Impact Squad performs the following:
- Reviews and analyzes the questionnaire scores
- Compiles tailored recommendations and leading practices
- Provides guidance that will help you understand how to best maximize your ITSM investment
- ITSM Maturity Assessment report
- ITSM Maturity Assessment report includes:
- Maturity score
- The “top five recommendations” grounded in ServiceNow leading practices
- Additional initiatives or Impact Accelerators to conduct, or specific recommendations to achieve outcomes
- A complete list of recommendations observed
- Customer Read-out (up to 1.5 hours)
- Deliver ITSM Maturity Assessment report
- Review ITSM Maturity Assessment report
- Present the assessment results
- Discuss targeted recommendations
- Provide a suggested plan and resources to help you decide which recommendations to implement
- Follow-up Customer Session (optional on Customer request – up to 1 hour)
- Opportunity for Q&A related to the ITSM Maturity Assessment
- Provide additional guidance on leading practices
Requested Customer Resources
| Customer Resource | Responsibilities | Required | Recommended |
|---|---|---|---|
| Platform Owner | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. | ✓ | |
| Process Owner | Owns the process being reviewed. | ✓ | |
| IT Service Desk Manager | Completes the maturity assessment questionnaire | ✓ | |
| Subject Matter Experts | Completes the maturity assessment questionnaire | ✓ |
Requested Information / Access
We request that the ITSM Maturity questionnaire be completed by the customer virtually at least two weeks prior to the customer readout session.
Exceptions
- This Impact Accelerator does not include a technical review of ITSM.
- ServiceNow is not responsible for implementing the recommendations made based on the ITSM Maturity Assessment.