ITSM Maturity Assessment – On Demand
A structured, self-service offering to assess your current IT Service Management (ITSM) processes and functional maturity within ServiceNow.
Accelerator Overview
ITSM Maturity Assessment – On Demand provides Impact customers with a structured, self-paced engagement to assess their ITSM maturity, understand current strengths and gaps, and identify priority areas for improvement. The assessment generates a practical action plan aligned to target maturity levels and evaluates the following ITSM domains:
Package Availability
Note: This Accelerator is available for Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.
What You Get
-
Orientation
Review introductory guidance that explains the purpose of the accelerator, the maturity methodology, what to expect, and how to complete the experience successfully.
-
Set Up Assessment
The main user starts the accelerator, adds participants to complete the survey, and confirms the assessment scope. It helps the right stakeholders provide input across the relevant maturity domains.
-
Assess Current State
Complete a guided maturity assessment across the in-scope domains. Participants select the response statement that best reflects the organization's current practice for each question.
-
Review Results
View a read-only results summary that converts responses into domain-level maturity scores, maturity labels, heat maps, and statement-level detail so you can understand where your organization stands today.
-
Prioritize and Confirm Focus Areas
Select the domains you want to strengthen and set a target maturity level for each one. Your priorities can reflect business risk, readiness, upcoming initiatives, regulatory exposure, or executive focus.
-
Build Action Plan
Generate a structured action plan for each selected domain. Each plan includes recommended actions, suggested owners, and clear completion criteria based on the gaps between your current and chosen target maturity level.
-
Output
An action plan that summarizes your assessment results, domain maturity scores, prioritized focus areas, and selected target maturity levels. The plan includes domain-specific action plans with tasks, suggested owners, and "Done when" completion criteria.
Requested Customer Resources
The following are recommended resources suggested to participate and contribute to the outcome of this accelerator. The same personnel may fulfill multiple responsibilities.
|
Customer Resource |
Responsibilities |
Required |
Recommended |
|---|---|---|---|
|
Platform Owner |
Responsible for the overall accountability of the ServiceNow platform. - Provide leadership and oversight to the System Administrators
|
✓ |
|
ServiceNow is not responsible for implementing any of the recommended configuration changes in your sub-production or production instances.
---
title: ITSM Maturity Assessment – On Demand
description: A structured, self-service offering to assess your current IT Service Management \(ITSM\) processes and functional maturity within ServiceNow.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/impact/accelerator-and-initiative-list/itsm-maturity-assessment-on-demand.html
release: australia
product: Accelerator and Initiative List
classification: accelerator-and-initiative-list
topic_type: reference
last_updated: "2026-08-04"
reading_time_minutes: 2
keywords: [ITSM, IT Service Management, maturity assessment, on demand, self-paced, Incident Management, Problem Management, Change Management, Knowledge Management, Service Desk, CSDM Foundations, action plan]
breadcrumb: [ITSM Maturity Assessment, Strategy Accelerators, Accelerator catalog, Accelerators and Initiatives, Using Impact, Impact]
---
# ITSM Maturity Assessment – On Demand
A structured, self-service offering to assess your current IT Service Management \(ITSM\) processes and functional maturity within ServiceNow.
## Accelerator Overview
ITSM Maturity Assessment – On Demand provides Impact customers with a structured, self-paced engagement to assess their ITSM maturity, understand current strengths and gaps, and identify priority areas for improvement. The assessment generates a practical action plan aligned to target maturity levels and evaluates the following ITSM domains:
## Package Availability
**Note:** This Accelerator is available for Impact Guided, Guided+ \(SV or PG\), Advanced, and Total packages.
## What You Get
- **Orientation**
Review introductory guidance that explains the purpose of the accelerator, the maturity methodology, what to expect, and how to complete the experience successfully.
- **Set Up Assessment**
The main user starts the accelerator, adds participants to complete the survey, and confirms the assessment scope. It helps the right stakeholders provide input across the relevant maturity domains.
- **Assess Current State**
Complete a guided maturity assessment across the in-scope domains. Participants select the response statement that best reflects the organization's current practice for each question.
- **Review Results**
View a read-only results summary that converts responses into domain-level maturity scores, maturity labels, heat maps, and statement-level detail so you can understand where your organization stands today.
- **Prioritize and Confirm Focus Areas**
Select the domains you want to strengthen and set a target maturity level for each one. Your priorities can reflect business risk, readiness, upcoming initiatives, regulatory exposure, or executive focus.
- **Build Action Plan**
Generate a structured action plan for each selected domain. Each plan includes recommended actions, suggested owners, and clear completion criteria based on the gaps between your current and chosen target maturity level.
- **Output**
An action plan that summarizes your assessment results, domain maturity scores, prioritized focus areas, and selected target maturity levels. The plan includes domain-specific action plans with tasks, suggested owners, and "Done when" completion criteria.
## Requested Customer Resources
The following are recommended resources suggested to participate and contribute to the outcome of this accelerator. The same personnel may fulfill multiple responsibilities.
<table id="table_customer_resources"><thead><tr><th>
Customer Resource
</th><th>
Responsibilities
</th><th>
Required
</th><th>
Recommended
</th></tr></thead><tbody><tr><td>
Platform Owner
</td><td>
Responsible for the overall accountability of the ServiceNow platform. - Provide leadership and oversight to the System Administrators
- Confirm team alignment to business strategy and the ServiceNow roadmap
- Actively involved in the overarching governance of the platform
</td><td>
✓
</td><td>
</td></tr></tbody>
</table>## Exclusions
ServiceNow is not responsible for implementing any of the recommended configuration changes in your sub-production or production instances.
| title | ITSM Maturity Assessment – On Demand |
| description | A structured, self-service offering to assess your current IT Service Management \(ITSM\) processes and functional maturity within ServiceNow. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/impact/accelerator-and-initiative-list/itsm-maturity-assessment-on-demand.html |
| release | australia |
| product | Accelerator and Initiative List |
| classification | accelerator-and-initiative-list |
| topic_type | reference |
| last_updated | 2026-08-04 |
| reading_time_minutes | 2 |
| keywords | ITSMIT Service Managementmaturity assessmenton demandself-pacedIncident ManagementProblem ManagementChange ManagementKnowledge ManagementService DeskCSDM Foundationsaction plan |
| breadcrumb | ITSM Maturity AssessmentStrategy AcceleratorsAccelerator catalogAccelerators and InitiativesUsing ImpactImpact |