ITOM Maturity Assessment

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

    The ITOM Maturity Assessment accelerator helps ServiceNow customers evaluate the maturity of their IT Operations Management (ITOM) processes within the platform. It provides a structured assessment involving key business stakeholders and delivers targeted, prescriptive recommendations to optimize ITOM usage and maximize the value of their ServiceNow investment. This accelerator is available to customers with Impact Guided+ (Strategic Value add-on), Advanced, and Total Packages.

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    What You Receive

    • Maturity Assessment Kickoff Session (up to 1.5 hours): Sets expectations for the process, deliverables, customer participation, and data collection requirements.
    • Maturity Assessment Questionnaire: Participants independently complete a pre-built questionnaire that evaluates gaps and opportunities in their ITOM deployment.
    • Questionnaire Results Analysis: The Impact Squad reviews responses, analyzes scores, and compiles tailored recommendations and best practices to help maximize ITOM product investment.
    • ITOM Maturity Assessment Report: Summarizes maturity scores, lists the top five ServiceNow leading-practice recommendations, provides relevant content, accelerators, next steps, and a comprehensive set of findings.
    • Customer Readout Session (up to 1.5 hours): Presents and discusses the report findings, targeted recommendations, and suggests a plan and resources for implementation decisions.
    • Optional Follow-up Session (up to 1 hour): Available upon customer request to review progress, provide additional resources, and offer further guidance on leading practices.

    Customer Responsibilities and Resources

    • Main Customer Contact/PMO: Acts as the primary engagement contact, coordinates participant list, ensures questionnaire completion, and sponsors outputs.
    • Assessment Participants: Complete the maturity questionnaire by the deadline and raise any issues promptly.
    • Process Owner: Owns the evaluated process and supports the assessment.
    • Data Submission: Customers must complete the online questionnaire at least two weeks before the readout session.

    Scope and Exclusions

    This accelerator focuses solely on ITOM process maturity and does not include technical reviews or assessments of other Enterprise Workflow (EWF) capabilities. ServiceNow does not implement the recommendations; customers are responsible for applying them to derive value.

    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.

    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.