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Service delivery maturity overview

Measuring service maturity often isn’t clear‑cut. This is because departments may develop different capabilities at varying rates and may be on different levels depending on, for example, whether they're in data maturity or self‑service maturity.

As you review different services and work with service owners, use this document to help you determine how you can mature services to provide a better employee and departmental experience.

The attached maturity model outlines:

  • The five levels of maturity for service delivery
  • The experience of the employees and department providing the service
  • Steps needed to achieve higher levels of maturity

Download Service Delivery Maturity


To comment on this document, request updates, or communicate directly with ServiceNow Champion Enablement, powered by Customer Success, please see the Service Delivery Maturity Overview conversation.


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