ITOM Maturity Assessment
Summarize
Summary of ITOM Maturity Assessment
The ITOM Maturity Assessment accelerator evaluates your current IT Operations Management (ITOM) processes and maturity within the ServiceNow platform. It delivers targeted, prescriptive recommendations to help you unlock additional value from your ITOM investment. This structured assessment is conducted with involvement from key stakeholders and provides a clear snapshot of your process maturity along with actionable next steps.
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This accelerator is available exclusively for Impact Guided+ (Strategic Value add-on), Advanced, and Total Packages customers.
Key Features
- Maturity Assessment Kickoff Session: A 1.5-hour session to set expectations, clarify customer participation, and request necessary data inputs.
- Maturity Assessment Questionnaire: Participants independently complete a pre-built questionnaire that grades ITOM deployment gaps and opportunities.
- Questionnaire Results Analysis: The Impact Squad reviews scores, compiles tailored recommendations, and provides guidance to optimize your ITOM product usage.
- Comprehensive Assessment Report: Includes a maturity score, top five recommendations based on ServiceNow leading practices, relevant content and accelerators, plus a full list of observations.
- Customer Readout Session: Up to 1.5 hours to present and discuss the assessment report, recommendations, and a suggested plan to help prioritize implementation.
- Optional Follow-up Session: A 1-hour session on customer request to review progress, provide additional resources, and offer further guidance on best practices.
Customer Responsibilities
To maximize the value of this assessment, customers should designate a main contact (often a PMO) to coordinate participants, ensure assessment completion, and sponsor outputs. Assessment participants must complete the questionnaire by the deadline and communicate any questions promptly. Process owners should be involved as they own the processes under review.
Customers are requested to complete the questionnaire at least two weeks before the readout session.
Important Considerations
- This assessment focuses solely on ITOM processes and does not include a technical review or evaluation of other Enterprise Workflows (EWF) capabilities.
- ServiceNow provides recommendations but does not implement them on the customer’s behalf.
This accelerator assesses your current IT Operations Management (ITOM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.
Accelerator Overview
IT Operations Management (ITOM) 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.
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
- Your assessment participants will each be asked to independently fill out a pre-built ITOM Maturity Assessment Questionnaire that asks them to grade targeted statements to assess gaps and opportunities with your ITOM 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 helps you understand how to best maximize your ITOM product investment
- ITOM Maturity Assessment report
- The assessment report is compiled from the responses to the questionnaire and includes the following:
- Maturity score
- The top five recommendations grounded in ServiceNow leading practices
- Content, accelerators, and next steps where applicable
- A complete list of recommendations observed
- Customer Readout Session (up to 1.5 hours)
-
- Deliver ITOM Maturity Assessment report
- Review ITOM Maturity Assessment report:
- Present the assessment results
- Discuss targeted recommendation
- 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)
-
- Review Customer progress
- Identify additional resources to achieve Customer goals
- Provide additional guidance on leading practices
Requested Customer Resources
| Customer Resource | Responsibilities | Required | Recommended |
|---|---|---|---|
| Main Customer Contact, PMO | This individual is the primary contact for the duration of the engagement and carries out the following responsibilities:
|
✓ | |
| Assessment Participants | These are the people within your organization that will be completing the assessment and carries out the following responsibilities:
|
✓ | |
| Process Owner | Owns the process being accessed. | ✓ |
Requested Information/Access
We request that the Customer completes the online ITOM Maturity questionnaire at least two weeks prior to the Customer readout.
Exclusions
- This Impact Accelerator does not include a technical review of ITOM.
- Assessment of other EWF capabilities beyond ITOM is not included.
- ServiceNow is not responsible for implementing the recommendations made based on the ITOM Maturity Assessment.