ITSM Maturity Assessment

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Guidance on current ITSM process and function maturity, with targeted recommendations on what to tackle next to unlock further value in the platform.

    Overview

    ITSM Maturity Assessment provides an all-in-one ITSM adoption accelerator, providing Customers with a snapshot of their current process maturity and recommendations on what to do next to improve value return within the platform.

    What You Get

    Learning Overview (up to 60 min)
    • Describe and introduce the accelerator
    • Maturity questionnaire
    ITSM Maturity Assessment report
    ITSM Maturity Assessment report includes:
    • Maturity score
    • The “top five recommendations” grounded in ServiceNow leading practices
    • Content, accelerators, and next steps where applicable
    • Excel readout of the full recommendation list
    Customer Read-out (up to 90 minutes)
    • Deliver ITSM Maturity Assessment report
    • Review ITSM Maturity Assessment report
    Follow-up Customer Session (optional on Customer request – up to 60 minutes)
    • Review Customer progress
    • Identify any additional resources to achieve Customer goals
    • Provide additional guidance on leading practices

    Requested Customer Resources

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    Platform Owner- Required 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- Required Owns the process being reviewed.
    IT Service Desk Manage- Required Completes the maturity assessment questionnaire
    Subject Matter Experts–Recommended Completes the maturity assessment questionnaire

    Requested Information / Access

    ITSM Maturity questionnaire is completed by customer at least two weeks before customer readout, which is provided by ServiceNow.

    Exceptions

    This accelerator is limited to the following capabilities within ITSM:
    • Incident Management
    • Problem Management
    • Request Management
    • Change Management
    • Continual Improvement Management
    • Service Desk
    • CDSM Foundations