Is your IT team a high velocity ITSM machine?

Take this interactive quiz to find out.

The IT Service Management (ITSM) mindset is shifting. In response, IT teams are switching to more agile approaches that value ease of use, collaboration, and knowledge sharing over complex, in flexible workflows. This maturity model is designed to help you assess where your team is on their ITSM journey.

What is your company size?

What IT department are you in?

What is your role?

Question 1 of 10

How much of your service delivery is self-service? (or which best describes your organization's adoption of self-service)

We have no self-service in place. We have limited self-service. We have tried to roll out self-service with our current ITSM tool, but it's been challenging. We have a self-service customer portal with an integrated knowledge base.

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Question 2 of 10

What best describes how employees or customers use your knowledge base?

We don't have a knowledge base in place. We have a limited knowledge base that is not accessible to employees or customers. Our knowledge base is up to date, but is not integrated with our support tool. We have a fully integrated knowledge base and a customer portal to deflect tickets from support.

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Question 3 of 10

How does your team respond to major incidents or service outages?

IT finds the incident and handles most of the troubleshooting work. Occasionally they call a dev to help. IT finds the incident and hands off to dev - they communicate. We have dedicated IT operations teams. IT teams are embedded in development teams in an SRE role.

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Question 4 of 10

How does your organization communicate service outages?

We don't communicate service outages to our customers. We have reactive communications. We communicate with customers after the fix. We have some proactive communications in place. We communicate with customers before the issue is resolved. We have several types of proactive communications in place to provide real-time updates to our customers.

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Question 5 of 10

After a major incident or service outage is resolved, how does your organization respond?

We capture a few data points on the results of an incident. We can run a report on data from a major incident if someone asks. We only have post-incident reviews (PIRs) after major incidents, which are high level. We hold a PIR after every major incident, create knowledge base documents and runbooks, and share PIR results with other teams. We do all of the above and have implemented preventative actions to reduce incident recurrence and improve service quality.

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Question 6 of 10

Have your IT teams implemented a formal problem management process?

We don't have a formal problem management process - we let IT staff look for incident root causes as time allows. We have a problem management process but IT staff only work as time allows. We have a team conducting problem investigations to help prevent incidents. Our problem management team is aligned to working with both IT and developers to reduce incidents and improve services.

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Question 7 of 10

Does your IT organization follow a formal IT change process to manage changes to production systems?

We don't see the need for a formal change process at this time. Our team registers changes to production systems but we don't follow a formal review and approval process. Yes, we have a formal process but it’s inefficient and holds up changes being pushed into production We have a well defined change management process that automates standard changes and goes through formal approvals for normal changes.

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Question 8 of 10

What best describes the way your Dev and IT teams work together?

IT and dev work separately unless there is a major outage. IT troubleshoots the issue and hands off to dev to finish the job. IT and dev teams work together, but on different tools/platforms. Both teams are completely in sync and are using the same tool/platform to manage requests, incidents, and changes.

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Question 9 of 10

How much automation has your team implemented to help expedite work?

We haven't automated very much. Everything is pretty manual. We have light automation for basic tasks. We have automated most actions and our triggers don't need touch points. We rely heavily on automation and wouldn't have it any other way.

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Question 10 of 10

What best describes your approach to asset and inventory management?

We don't have an asset management system. We use non-integrated tools like excel sheets or docs to manage assets. We have an asset system but it's not fully integrated with our ITSM solution. We use an advanced asset management system that is fully integrated into our ITSM solution.

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ASSESSMENT LEVEL

Beginner

With a little bit of help, your team could well be on its way to becoming a high-velocity ITSM machine.

Start here!

This ebook is packed with tips and strategies to take you ahead on your journey

ASSESSMENT LEVEL

Intermediate

It looks like your team is almost there on becoming a high-velocity ITSM machine.

Start here with this guide on ITIL4

This ebook is packed with tips and strategies to take you ahead on your journey

ASSESSMENT LEVEL

Advanced

Congrats! Your team is well on its way to becoming a high velocity ITSM machine!

Get your free copy

It's packed with tips and strategies for ESM to make you even more successful!

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Our resident expert from Blue Ridge Consultants may contact you to share more information about our services and ITSM solutions.

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Where's your team on its ITSM journey?

Take the 5 min quiz to assess performance across
IT delivery, operations, and support

ITSM begins with teams at the center and combines strong culture, proven practices, and collaborative tools to help IT teams achieve their full potential.

We've helped thousands of customers find the right ITSM solution. Reach out to us today!

Is your IT team a high velocity ITSM machine?

Take this interactive quiz to find out.

How much of your service delivery is self-service? (or which best describes your organization's adoption of self-service)

What best describes how employees or customers use your knowledge base?

How does your team respond to major incidents or service outages?

How does your organization communicate service outages?

After a major incident or service outage is resolved, how does your organization respond?

Have your IT teams implemented a formal problem management process?

Does your IT organization follow a formal IT change process to manage changes to production systems?

What best describes the way your Dev and IT teams work together?

How much automation has your team implemented to help expedite work?

What best describes your approach to asset and inventory management?

ASSESSMENT LEVEL

Beginner

With a little bit of help, your team could well be on its way to becoming a high-velocity ITSM machine.

Start here!

This ebook is packed with tips and strategies to take you ahead on your journey

ASSESSMENT LEVEL

Intermediate

It looks like your team is almost there on becoming a high-velocity ITSM machine.

Start here with this guide on ITIL4

This ebook is packed with tips and strategies to take you ahead on your journey

ASSESSMENT LEVEL

Advanced

Congrats! Your team is well on its way to becoming a high velocity ITSM machine!

Get your free copy

It's packed with tips and strategies for ESM to make you even more successful!

About Blue Ridge Consultants

Where's your team on its ITSM journey?

Take the 5 min quiz to assess performance across IT delivery, operations, and support

ITSM begins with teams at the center and combines strong culture, proven practices, and collaborative tools to help IT teams achieve their full potential. We've helped thousands of customers find the right ITSM solution. Reach out to us today!

Is your IT team a high velocity ITSM machine?

Take this interactive quiz to find out.

How much of your service delivery is self-service? (or which best describes your organization's adoption of self-service)

What best describes how employees or customers use your knowledge base?

How does your team respond to major incidents or service outages?

How does your organization communicate service outages?

After a major incident or service outage is resolved, how does your organization respond?

Have your IT teams implemented a formal problem management process?

Does your IT organization follow a formal IT change process to manage changes to production systems?

What best describes the way your Dev and IT teams work together?

How much automation has your team implemented to help expedite work?

What best describes your approach to asset and inventory management?

ASSESSMENT LEVEL

Beginner

With a little bit of help, your team could well be on its way to becoming a high-velocity ITSM machine.

Start here!

This ebook is packed with tips and strategies to take you ahead on your journey

ASSESSMENT LEVEL

Intermediate

It looks like your team is almost there on becoming a high-velocity ITSM machine.

Start here with this guide on ITIL4

This ebook is packed with tips and strategies to take you ahead on your journey

ASSESSMENT LEVEL

Advanced

Congrats! Your team is well on its way to becoming a high velocity ITSM machine!

Get your free copy

It's packed with tips and strategies for ESM to make you even more successful!

Take the 5 min quiz to assess performance across
IT delivery, operations, and support

ITSM begins with teams at the center and combines strong culture, proven practices, and collaborative tools to help IT teams achieve their full potential.

We've helped thousands of customers find the right ITSM solution. Reach out to us today!