ServiceNow ITSM provides a broad range of capabilities that allow you to increase the responsiveness and efficiency of your service desk, accelerate service delivery, and strengthen your IT service management processes. As you use more and more of these capabilities, you grow the value of your ServiceNow investment and increase the benefits for your business. However, deciding which capabilities to implement—and when—requires a strong understanding of your ITSM maturity level and expert guidance.

The Impact ITSM Product Maturity Assessment Accelerator gives you that guidance. ServiceNow experts will work with your team to assess your ITSM maturity level and provide specific recommendations on the next steps you should take on your maturity journey. You’ll also get pointers to content and additional accelerators that help you take these next steps.

Who should consider using this Accelerator?

This Accelerator is designed for ServiceNow customers who want to grow the value of their ServiceNow ITSM investment. This includes:

• Customers who are looking for prescriptive next steps to increase their usage of ITSM capabilities.
• Customers looking to supplement their long-term ITSM roadmap with short-term and medium-term wins and value adds.
• Customers that currently have a highly customized ITSM implementation and are looking to get “back in the box.”

Why choose this Accelerator?

With this Accelerator, you’ll get:

• A comprehensive assessment of your current ITSM maturity level, covering your overall service desk maturity, as well as specific ITSM capabilities, including Incident Management, Problem Management, Request Management, Change Management, and the Common Service Data Model (CSDM).
• Prescriptive recommendations on what next steps to take to increase the value of your ITSM solution, based on ServiceNow leading practices and your current maturity level.
• A point-in-time milestone that allows you to measure your progress as you continue to grow your ITSM solution. Note that you can request this Accelerator multiple times, allowing you to directly compare your maturity level at regular intervals.

How does the Accelerator work?

• Introductory session. The Accelerator starts with a 60-minute overview session where ServiceNow experts will introduce the Accelerator and provide you with a maturity self-assessment questionnaire, which you distribute to key stakeholders in your organization.
• Maturity assessment report. ServiceNow experts will analyze your completed maturity self-assessment questionnaires, generating a maturity score for each ITSM capability. They’ll also identify five top recommendations based on your maturity level and ServiceNow leading practices, along with recommended content, additional accelerators, and next steps where appropriate. You’ll also receive a list of additional recommendations.
• Read-out session. ServiceNow experts will meet with you and your team for 90 minutes to deliver the report, review its results and recommendations, and answer any questions you may have.
• Follow-up session. At your request, ServiceNow experts can meet with you for 60 minutes to review your progress, identify any additional resources that can help you to achieve your goals, and provide further guidance on leading practices.

Get started today

ServiceNow ITSM delivers a broad range of capabilities that allow you to accelerate IT service delivery and increase efficiency. With the Impact ITSM Product Maturity Assessment Accelerator, you get expert guidance on which capabilities to adopt next, helping you build a roadmap to increased ITSM maturity and enhanced business benefits.

Additional resources

• Impact Accelerator Catalog
• How to request an Accelerator

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