ITSM Maturity Assessment

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of ITSM Maturity Assessment

    The ITSM Maturity Assessment is designed for Impact customers to evaluate their current IT Service Management processes within ServiceNow. It provides tailored recommendations to enhance the value derived from the platform by assessing various ITSM capabilities, including Incident Management, Problem Management, and Change Management, among others.

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    Key Features

    • Maturity Assessment Kickoff Session: Up to 1.5 hours to set expectations and gather necessary inputs.
    • Maturity Assessment Questionnaire: Participants independently complete a questionnaire to identify gaps and opportunities in ITSM deployment.
    • Questionnaire Results Analysis: The Impact Squad reviews scores and compiles tailored recommendations based on leading practices.
    • ITSM Maturity Assessment Report: Includes a maturity score, top five recommendations, additional initiatives, and a complete list of observed recommendations.
    • Customer Read-out: Up to 1.5 hours to discuss the assessment report and prioritize recommendations.
    • Follow-up Customer Session: Optional Q&A session for further guidance on leading practices.

    Key Outcomes

    Customers can expect a clear understanding of their ITSM maturity level, actionable recommendations for improvement, and guidance on implementing best practices. The assessment aims to maximize the effectiveness of the ServiceNow platform, ensuring a strategic alignment with business goals.

    Requested Customer Resources

    • Platform Owner: Accountable for the ServiceNow platform, ensuring alignment with business strategy.
    • Process Owner: Owns the process under review.
    • IT Service Desk Manager and Subject Matter Experts: Complete the maturity assessment questionnaire.

    Note that this assessment does not involve a technical review, and ServiceNow is not responsible for implementing the recommendations provided.

    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.

    This accelerator is designed to address the following ITSM capabilities:
    • Incident Management
    • Problem Management
    • Request Management
    • Change Management
    • Knowledge Management
    • Continual Improvement Management
    • Service Desk
    • CSDM Foundations
    Note:
    This Accelerator is available for Impact Guided+ (Strategic Value add-on), Advanced and Total Packages.

    What You Get

    Maturity Assessment Kickoff Session (up to 1.5 hours)
    • 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

    Table 1. Customer resource and responsibilities
    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.