Answer 10 quick questions about the ITSM practices AI depends on most — and find out whether your foundations are ready to support AI investment, or whether there's work to do first.
Takes 3 minutes · Free · Based on real ITSM assessment methodology
Question 1 of 80% complete
Configuration & Customisation
How well is your ITSM tool configured to reflect your actual processes and ways of working?
Most tools are deployed close to out-of-the-box and never properly configured. We're looking at whether your tool reflects how your organisation actually works, or whether your people have adapted to fit the tool.
0
Absent
The tool is essentially out of the box. Workflows, categories and priorities have not been configured to match your processes.
1
Initial
Some basic configuration has been done but significant gaps remain. The tool doesn't reflect your actual processes and workarounds are common.
2
Defined
Core configuration has been completed. The tool broadly reflects your processes though some areas are still misaligned or using default settings.
3
Repeatable
The tool is well-configured and reflects your processes accurately. Configuration is documented and changes are managed through a controlled process.
4
Managed
Configuration is optimised, documented and actively maintained. The tool is a genuine reflection of your processes and is continuously refined as practices evolve.
Process Coverage
How well does your ITSM tool support the practices you actually need?
We're looking at whether the tool covers the ITSM practices your organisation needs — incident, change, problem, service catalogue, knowledge and others — and whether those modules are actively used.
0
Absent
The tool is used only as a basic ticketing system. Most ITSM practices have no tool support and operate manually or through other systems.
1
Initial
A few core modules are in use but significant practice areas — change, problem, service catalogue — are either not implemented or bypassed in practice.
2
Defined
The main ITSM practice modules are implemented and used. Some areas are underutilised or handled outside the tool.
3
Repeatable
The tool supports all key ITSM practices and modules are actively used. Coverage is comprehensive and the tool is the system of record for service management.
4
Managed
The tool provides full ITSM practice coverage, is actively used across all relevant areas and coverage is regularly reviewed against evolving practice requirements.
Integration
How well does your ITSM tool connect with the other systems in your IT environment?
An isolated ITSM tool creates manual effort, data duplication and gaps in visibility. We're looking at how well your tool integrates with monitoring, CMDB, identity management, communication tools and other key systems.
0
Absent
The tool operates in complete isolation. Data is manually transferred between systems and there are no integrations in place.
1
Initial
A small number of basic integrations exist but most data flows are manual. Significant effort is spent bridging gaps between systems.
2
Defined
Key integrations are in place — monitoring alerts, identity management or communication tools. Some manual data transfer still occurs in less critical areas.
3
Repeatable
The tool is well-integrated with core systems. Data flows automatically across key touchpoints and manual bridging is the exception rather than the rule.
4
Managed
Integration is comprehensive and actively maintained. The tool sits at the centre of a connected IT ecosystem and integration performance is monitored and continuously improved.
Vendor & Tool Fit
How well does your current tool still fit your organisation's size, complexity and direction?
Tools that were right three years ago may no longer be the right fit. We're looking at whether your current tool aligns with your organisation's current scale, roadmap and the vendor's own direction of travel.
0
Absent
The tool is clearly the wrong fit — either significantly over-engineered for your needs or too limited to support where the organisation is heading.
1
Initial
The tool has significant limitations for your current needs. There are recurring frustrations with capability gaps and the vendor roadmap is not aligned with your direction.
2
Defined
The tool broadly fits current needs but there are some capability gaps. The vendor relationship is functional though not strategic.
3
Repeatable
The tool is a good fit for current and near-future needs. The vendor roadmap is aligned with your direction and the relationship is actively managed.
4
Managed
The tool is an excellent strategic fit. It scales with your organisation, the vendor roadmap aligns with your strategy and the relationship is a genuine partnership.
Adoption & Compliance
How consistently is your ITSM tool used across the teams that should be using it?
A tool that people route around is not delivering value. We're looking at whether your teams consistently use the tool as intended, or whether workarounds — email, Teams, WhatsApp — are the real system of record.
0
Absent
The tool is largely ignored. Most work happens outside it through email, spreadsheets or direct contact. The tool is not the system of record in practice.
1
Initial
Adoption is inconsistent. Some teams use the tool properly but significant volumes of work bypass it. Data completeness is poor as a result.
2
Defined
Most work goes through the tool but exceptions are common. Adoption is improving though compliance with process and data standards varies across teams.
3
Repeatable
Adoption is consistently high across all relevant teams. The tool is the recognised system of record and bypassing it is the exception.
4
Managed
Adoption is comprehensive and actively monitored. Compliance with tool usage and data standards is measured, exceptions are addressed and adoption is continuously reinforced.
Data Quality
How reliable and complete is the data held in your ITSM tool?
A tool full of bad data is worse than useful — it creates false confidence in reporting and undermines any attempt to use AI or analytics. We're looking at whether the data in your tool can actually be trusted.
0
Absent
Data quality is very poor. Inconsistent categorisation, missing fields and duplicate records make the tool's data unreliable for any analytical purpose.
1
Initial
Data quality is inconsistent. Some records are complete and accurate but significant portions are not, limiting the reliability of any reporting.
2
Defined
Data quality is reasonable for most core fields. Known gaps exist but the data is broadly reliable enough for standard reporting purposes.
3
Repeatable
Data quality is consistently good. Core fields are reliably populated, categorisation is consistent and the data can be trusted for reporting and trend analysis.
4
Managed
Data quality is actively governed and measured. Completeness, accuracy and consistency are tracked, exceptions are addressed and the tool's data is a reliable foundation for analytics and AI.
Automation & Efficiency
How well are you using your tool's automation capabilities to reduce manual effort?
Most ITSM tools have significant automation capabilities that go largely unused. We're looking at whether you're actively exploiting automation for routing, notifications, escalations and self-service — or doing manually what the tool could do.
0
Absent
No automation is in use. All routing, assignment, escalation and notification is handled manually, creating significant unnecessary effort.
1
Initial
Basic automation exists — perhaps email notifications — but the tool's automation capabilities are largely unexploited. Manual effort is high.
2
Defined
Some automation is in place for common scenarios — auto-assignment, basic escalations. Significant automation opportunities remain untapped.
3
Repeatable
Automation is actively used across key workflows. Routing, escalation, notifications and some self-service are automated, measurably reducing manual effort.
4
Managed
Automation is comprehensive and continuously expanded. Automation performance is measured, opportunities are proactively identified and the tool is driving significant efficiency gains.
Reporting & Value Realisation
How effectively are you using your tool's reporting to demonstrate value and drive improvement?
Most organisations use less than 20% of their tool's reporting capability. We're looking at whether your tool's data is being used to drive decisions and demonstrate IT's value to the business — or whether reporting is just a compliance exercise.
0
Absent
No meaningful reporting is in use. The tool's data is not being used to measure performance, demonstrate value or inform decisions.
1
Initial
Basic activity reports are produced — ticket volumes, response times — but they measure outputs not outcomes and are rarely used to drive action.
2
Defined
Regular reporting exists covering key performance areas. Reports are reviewed by IT leadership though metrics are not yet fully aligned to business value.
3
Repeatable
Reporting is well-developed and used actively. Metrics are aligned to business outcomes, dashboards are maintained and reporting informs improvement decisions.
4
Managed
Reporting is comprehensive, business-aligned and actively used at all levels. The tool's data demonstrably drives improvement decisions and IT can clearly articulate its value through the tool's output.
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Enter your details below to see your personalised tool value score and AI-generated analysis.
Your ITSM Tool Value Assessment
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Value scores by area (0–4 scale)
Important context: This scorecard gives you a directional sense of how much value your ITSM tool is delivering across 8 key dimensions. A full tool value assessment goes deeper — covering configuration, process alignment, data quality, adoption and commercial value in detail, with a prioritised set of recommendations. The gap between this and a full assessment is significant. But it's a useful starting point.
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