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Is your ITSM as good
as it should be?

Our independent benchmarking assessment gives enterprise IT leaders a clear, evidence-based picture of where their service management stands — and exactly what to do about it. No guesswork. No vendor agenda.

Not sure where to start?
Take our free 2-minute scorecard for an indicative view of your current ITSM maturity — before committing to a full assessment.
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See How It Works ↓ View Sample Output
Is This You?

The signals that bring IT leaders to us.

Most organisations know something isn't working. Our assessment tells you what it is, why it's happening, and what to prioritise first.

We work with IT Directors, CIOs and Heads of ITSM across organisations with 1,000+ employees — typically in financial services, infrastructure, public sector and professional services.

📈
Rising costs, unclear cause
Budget increasing but outcomes aren't improving.
🔥
Too much firefighting
Teams reacting rather than improving — classic process and governance gaps.
😤
Poor IT satisfaction scores
The business is frustrated but you're not sure where to start.
🛠️
Tool change or dissatisfaction
Considering a new ITSM platform — or not getting value from the current one.
🤖
AI pressure without foundations
Pressure to adopt AI in IT — but your ITSM maturity isn't ready to support it.
📊
No meaningful metrics
Data exists but doesn't tell the real story of IT performance.
The Process

Four steps from diagnosis to roadmap.

We do the heavy lifting. No lengthy questionnaires, no self-assessment spreadsheets. Our senior consultants lead the entire process.

01
Scoping & Diagnosis Meeting
We start with a focused conversation to understand your organisation, priorities, and what you're trying to achieve. We agree the ITSM practice areas to cover and the stakeholders to interview — tailored to your situation, not a fixed template.
Typical duration: 2–3 hours. Can be remote or in-person. You'll walk away with a clear sense of what the assessment will cover and what to expect.
02
Expert-Led Stakeholder Interviews
Our senior consultants conduct structured interviews across your organisation — from leadership to frontline practitioners. We capture both the strategic view and the lived operational reality, building an evidence-based picture of your current ITSM capability.
Typical scope: 10–45 interviews depending on organisational size. Interviews are typically 60–90 minutes, conducted individually or in small groups.
03
Benchmark Scoring & Root-Cause Diagnosis
We benchmark your capability against ITIL 4, SIAM and ISO 20000 best practice — but the score is only part of the picture. We identify the root causes behind the gaps, the strengths worth building on, and the patterns that cut across multiple practices.
Output: A detailed diagnosis report covering findings by practice, cross-cutting themes, critical gaps, and strengths to amplify.
04
Prioritised Improvement Roadmap
We present the full findings in a structured report — nothing held back. You receive a phased, prioritised improvement roadmap with clear effort and value estimates, designed to be acted on rather than filed away. We present to both leadership and the wider team.
Typical roadmap: 12–18 months, phased in logical sequence. We can also support execution — but only if the evidence says you need us.
Scope

What we assess.

We cover the full range of ITIL 4 practices, scoped to what matters most for your organisation. Core practices are assessed in every engagement. Additional practices are added based on your context and priorities.

🔴
Incident Management
Ownership, process consistency, escalation paths, SLA alignment and reactive vs proactive culture.
🔄
Change Enablement
Change models, CAB effectiveness, risk assessment, cross-team engagement and communication standards.
🎫
Service Request Management
Request ownership, form quality, fulfilment standards, target definition and user experience.
🖥️
Service Desk
Triage quality, escalation standards, satisfaction measurement, knowledge use and regional consistency.
🔍
Problem Management
Root cause identification, known error management, proactive problem detection and trend analysis.
📊
Measurement & Reporting
KPI definition, reporting consistency, data quality, stakeholder trust and business value visibility.
📋
Service Catalogue
Catalogue completeness, ownership, service definition clarity and business-IT alignment.
📐
Service Level Management
SLA coverage, business agreement, review cadence and outcome vs metric focus.
🗂️
IT Asset Management
Lifecycle coverage, data quality, ownership and value positioning beyond administration.
🏗️
Service Configuration Mgmt
CMDB scope, data quality, operational use and SCM as a practice vs just a tool.
🗺️
Portfolio Management
Service visibility, investment decisions, demand management and strategic alignment.
➕
+ Further Practices
Any of the 34 ITIL 4 practice areas can be included based on your priorities and scope.

CORE practices are included in every assessment. All other practices are scoped during the initial diagnosis meeting.

Sample Output

More than a score.
A clear path forward.

This is the kind of output our clients receive — a structured diagnosis with findings, strengths, priority actions and a phased roadmap. The example below is anonymised.

Sample Assessment Output — Anonymised
Global Financial Services Organisation · 3,200 Employees
⚠️
Critical Gap
No single owner accountable for Incident Management. Handling varies by team, with no consistent process, priority framework or escalation path.
⚠️
Critical Gap
Service Catalogue is not established as a formal practice. No defined owner, governance or process — teams have conflicting views of what a "service" is.
✅
Strength to Build On
Strong leadership commitment and an established ServiceNow platform — the foundation for consistent, measurable improvement already exists.
✅
Strength to Build On
Teams are proactive and take ownership in the absence of formal governance — channel this into consistent, repeatable practice.
🎯
Priority Action
Assign named practice owners across all core practices before any tooling changes. Define shared standards and a quarterly review rhythm.
18-Month Improvement Roadmap
Q1 – Q2
Fix the Foundations
Define ownership, agree standards, clarify what good looks like
Q3 – Q4
Standardise & Enable
Document processes, align tooling, build shared reporting
Q5 – Q6
Embed & Measure
Train teams, review maturity, demonstrate measurable uplift
1
Root causes, not just symptoms
We don't just tell you what's broken. We identify why — whether it's ownership gaps, culture, tooling misalignment or process design — so the roadmap addresses the real problem.
2
Strengths are as important as gaps
Every organisation has things working well. We identify them explicitly so your improvement programme amplifies existing capability rather than starting from scratch.
3
A roadmap you can actually follow
Phased, sequenced and sized. We build the roadmap so the most impactful foundations come first, and each phase builds on the last. Not a wishlist — a plan.
4
Nothing held back
We present the full findings to your leadership team and a tailored version to the wider team. You get the complete picture — including the uncomfortable truths — because that's what drives real change.
Take it away with you
Want the full detail in your inbox?
Request our assessment brochure — covers our full process, what you receive, typical timelines and how organisations like yours have benefited. Useful for sharing internally too.
Request the Brochure →
Assessment Scope

ITSM is our core.
Enterprise service is our range.

Our assessments are built around IT Service Management — but we can extend scope across your wider enterprise wherever service management thinking applies.

Primary Focus
IT Service Management (ITSM)
Our core specialism. We benchmark across all 34 ITIL 4 practice areas, with deep expertise in the practices that matter most to enterprise IT operations.
  • ITIL 4 aligned benchmarking
  • Practice maturity scoring
  • Root-cause diagnosis
  • Prioritised improvement roadmap
Extended Scope
Enterprise Service Management (ESM)
Service management thinking doesn't stop at the IT boundary. We can assess and advise on service management across HR, Facilities, Finance, Legal and other enterprise functions.
  • HR service delivery
  • Facilities management
  • Shared services operations
  • Cross-functional service integration
Specialist Assessment
SIAM & Multi-Supplier Environments
Where IT services are delivered across multiple providers, we assess the integration, governance and accountability frameworks that hold everything together.
  • SIAM model maturity
  • Supplier governance
  • Integration touchpoints
  • Accountability frameworks
Emerging Capability
ITSM Tool Selection & Readiness
Thinking about a new ITSM platform? We assess your process and governance maturity first — because the best tool decision depends on knowing where you are, not just what you want.
  • Pre-tool-selection assessment
  • Vendor-agnostic requirements
  • Readiness for implementation
  • Post-implementation review
Who We Work With

Built for enterprise IT leaders.

Our assessments are designed for organisations with established IT functions who need an independent, evidence-based view of where they stand.

👔
CIOs & IT Directors
You need an independent view to validate your instincts, challenge assumptions and build the business case for investment. Our assessment gives you the evidence.
⚙️
Heads of IT Operations
You know things aren't working as well as they should. Our assessment identifies the root causes and gives you a prioritised plan you can actually execute.
📋
Heads of ITSM & Service Management Leaders
You need external credibility to drive internal change. An independent benchmark gives your improvement programme the authority it needs to land.

We typically work with organisations of 1,000 to 5,000+ employees with an established IT function of 20+ staff. Sector-independent — with particular depth in financial services, infrastructure, utilities, public sector and professional services.

Is your ITSM as good
as it should be?

Start with a free, no-obligation strategy session. We'll discuss your challenges and tell you honestly whether an assessment would help — and what it would involve.

Book Your Free Session →