---
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.