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IT Service Management Benchmark Study 2019

A collection of resources designed to help you make the most of your ServiceNow implementation and put you on the path to achieve early wins and gain new profits.

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Benchmark Results Not documented or implemented any service operations processes Implemented service operations processes, but with only some automation Fully automated implementation of all service operations processes, but minimal automation for: • Change management • Service asset and configuration management • Release and deployment management Fully automated implementation of all service operations processes, and full automation for: • Change management • Service asset and configuration management • Release and deployment management Fully automated implementation of all service operations processes, and full automation for: Change management Service asset and configuration management Release and deployment management Service reporting and measurement CSI - continual service improvements Incident Management Knowledge Management Artificial Intelligence Orchestration Fully automated across all service operations, strategy, design, transition and CSI processes LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 LEVEL 5 LEVEL 0 27% 7% 48% 15% 1% 2% IT SERVICE MANAGEMENT MATURITY BENCHMARK This study will help you benchmark your IT Service Management (ITSM) maturity versus your peers. It will help you see which level you are currently in and how you can move up in your maturity cycle. PULSE Q&A

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