ITOM Maturity Assessment

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of ITOM Maturity Assessment

    The ITOM Maturity Assessment Accelerator evaluates your current IT Operations Management (ITOM) processes and functional maturity within ServiceNow. It provides targeted, prescriptive recommendations to help you unlock additional value from your ServiceNow ITOM investment. This assessment is designed for Impact customers and involves key stakeholders to deliver a clear snapshot of your ITOM maturity along with actionable next steps.

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    This Accelerator is available as part of the Impact Guided+ (Strategic Value add-on), Advanced, and Total Packages.

    Key Features

    • Maturity Assessment Kickoff Session: An initial 1.5-hour session to set expectations, clarify customer participation, and request necessary data.
    • ITOM Maturity Assessment Questionnaire: Participants independently complete a structured questionnaire to evaluate gaps and opportunities in your ITOM deployment.
    • Questionnaire Results Analysis: The Impact Squad reviews scores, compiles tailored recommendations based on ServiceNow leading practices, and provides guidance to optimize your ITOM product investment.
    • ITOM Maturity Assessment Report: A comprehensive report presenting your maturity score, top five recommendations, relevant content and accelerators, and a complete list of observed recommendations.
    • Customer Readout Session: A 1.5-hour session to present and discuss the assessment results, targeted recommendations, and a suggested implementation plan.
    • Optional Follow-up Session: Up to 1 hour to review customer progress, offer additional resources, and provide further guidance on leading practices.

    Customer Responsibilities and Resources

    • Main Customer Contact/PMO: Acts as primary liaison, gathers participant list, ensures timely completion of assessments, and sponsors outputs based on recommendations.
    • Assessment Participants: Complete the assessment questionnaire by the agreed deadline and communicate any concerns promptly.
    • Process Owner: Responsible for the processes being assessed.
    • Information Submission: Customers must complete the online ITOM Maturity questionnaire at least two weeks prior to the readout session.

    Exclusions

    This Accelerator does not include a technical review of ITOM or assessment of Enterprise Workflow (EWF) capabilities beyond ITOM. ServiceNow does not implement the recommendations provided; customers are responsible for applying suggested improvements.

    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

    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
    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:  
    • Gathers and shares the list of assessment participants. 
    • Ensures completion of the assessment by participants. 
    • Provides sponsorship for outputs based on the recommendations. 
    		 ✓
    Assessment Participants   These are the people within your organization that will be completing the assessment and carries out the following responsibilities: 
    • Completes the assessment by the agreed deadline. 
    • Raises any questions or concerns as soon as possible. 
    		 ✓
    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.