ITSM Process Assessment - Service Transition (Excel XLSX)

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

1. Transition Planning and Support
2. Change Management
3. Change Evaluation
4. Knowledge Management
5. Service Validation and Testing
6. Service Asset and Configuration Management
7. Release and Deployment 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

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.

This template provides a structured approach to evaluating the maturity of your ITSM Service Transition processes. It includes detailed sections for each process area, with specific questions and scoring mechanisms to ensure a thorough assessment. The template is designed to be user-friendly, with automated calculations and clear instructions for auditors. This tool is essential for organizations aiming to enhance their IT service management capabilities and achieve higher levels of process maturity.