ITSM Maturity Assessment

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

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

    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
    Nota:
    This Accelerator is available for Impact Guided+ (Strategic Value add-on), Advanced and Total Packages.

    What You Get

    Learning Overview (up to 60 min)
    • Describe and introduce the accelerator
    • Maturity questionnaire
    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
    • Content, accelerators, and next steps where applicable
    • Additional initiatives or Impact Accelerators to conduct, or specific recommendations to achieve outcomes
    • Excel readout of the full recommendation list
    • 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)
    • Review Customer progress
    • Identify any additional resources to achieve Customer goals
    • Opportunity for Q&A related to the ITSM Maturity Assessment
    • Provide additional guidance on leading practices

    Requested Customer Resources

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