ITSM Process Assessment - Service Strategy (Excel XLSX)

This Excel spreadsheet system with approx. 300 Questions allows you to conduct a Assessment of ITSM Service Strategy processes:

1. Strategy Management for IT Services
2. Service Portfolio Management
3. Financial Management for IT Services
4. Demand Management
5. Business Relationship Management


Assessment highlights areas that require particular attention and gives you idea on process maturity. It can also be used as a benchmarking mechanism and a boost in creating continual improvement culture for your ITSM processes.

The assessment is based on Process maturity framework (PMF), (as recommended in ITIL Service Design book). Maturity rating levels are:

Level 1: Initial
Level 2: Repeatable
Level 3: Defined
(Level 3 +: Deployed )
Level 4: Managed
Level 5: Optimizing

The use of the PMF in the assessment of service management processes relies on an appreciation of the IT organization growth model. At the process level, assessment covered following groups of questions regarding process attributes to establish process maturity:

1. Process performance (outcomes achieved)
2. Performance Management ( activities performed)
3. Work product management ( inputs/outputs)
4. Process Definition ( roles documentation)
5. Process deployment( accepted, performed)
6. Process Measurement
7. Process control
8. Process innovation
9. Process optimisation

This Excel spreadsheet system with approx. 300 Questions allows you to conduct a Assessment of ITSM Service Strategy processes.

This template is designed with a user-friendly interface, allowing auditors to fill in only the necessary cells, ensuring efficiency and accuracy. The scoring mechanism is straightforward, providing clear guidelines on how to evaluate each process attribute, making it easy to identify areas of improvement and track progress over time.

The assessment covers all critical aspects of ITSM Service Strategy, from process performance to innovation, ensuring a comprehensive evaluation. It includes detailed questions and scoring criteria for each maturity level, helping organizations to pinpoint specific areas that need enhancement and develop targeted action plans.