IT Service Management ITSM Modernization Playbook (Excel XLSX)

BENEFITS OF THIS EXCEL DOCUMENT

1. 64 professional files with 349+ spreadsheet tabs and 2,730+ data rows
2. 210 scored assessment questions across 7 domain areas
3. 9 operational runbooks and checklists ready for immediate use

ITSM EXCEL DESCRIPTION

IT Service Management ITSM Modernization Playbook is an Excel template (XLSX) with a supplemental Zip archive file document available for immediate download upon purchase.

IT Service Management ITSM Modernisation Playbook

64 professional files (6 PDFs + 58 XLSXs) | 349+ tabs | 2,730+ rows | 11 folders | Instant digital download

ITSM is no longer just about logging tickets and managing incidents. Modern IT service management demands a value-driven approach that aligns service delivery with business outcomes, integrates DevOps practices, and leverages automation to eliminate toil. Yet many IT organisations are stuck on legacy ITIL v3 processes that create friction rather than flow. This playbook provides the complete operational toolkit to modernise your ITSM capability around ITIL 4 principles, contemporary tooling, and outcome-based service management.

What You Get

The playbook follows a three-step journey designed to take you from current state to target state:

1. Diagnose your current ITSM maturity using 210 structured assessment questions across 7 domains. Each question is scored, weighted, and mapped to specific improvement actions so you know exactly where the gaps are.

2. Set Goals through built-in gap analysis worksheets that translate assessment scores into prioritised action plans, ownership assignments, and realistic timelines.

3. Implement using 9 operational runbooks that provide step-by-step procedures, decision trees, and escalation paths for every critical ITSM process.

210 Assessment Questions Across 7 Domains

Each domain contains 30 expert-crafted questions with scoring criteria, evidence requirements, and maturity indicators:

•  Service Strategy and Catalogue Management (30 questions) covering service portfolio, catalogue design, service ownership, and demand management
•  Incident Management and Major Incident Response (30 questions) covering classification, prioritisation, swarming techniques, communication protocols, and post-incident review
•  Problem Management and Root Cause Analysis (30 questions) covering proactive problem identification, known error databases, trend analysis, and permanent fix tracking
•  Change Enablement and Release Management (30 questions) covering change models, risk assessment, CAB modernisation, CI/CD integration, and deployment automation
•  Knowledge Management (30 questions) covering knowledge-centred service (KCS), article lifecycle, self-service effectiveness, and knowledge reuse metrics
•  Service Level Management and Experience (30 questions) covering SLA design, XLA (experience level agreements), service reviews, and continuous improvement
•  CMDB and Configuration Management (30 questions) covering CI discovery, relationship mapping, data quality, federation models, and CMDB consumption

9 Operational Runbooks

Each runbook is a multi-sheet XLSX workbook with detailed procedures, RACI matrices, and tracking mechanisms:

•  Service Catalogue Design and Publication Runbook (8 sheets, 48+ rows)
•  Major Incident Management Runbook (9 sheets, 54+ rows)
•  Problem Management and RCA Execution Runbook (8 sheets, 50+ rows)
•  Change Enablement Process Modernisation Runbook (8 sheets, 46+ rows)
•  Knowledge Management Programme Launch Runbook (7 sheets, 44+ rows)
•  SLA and XLA Framework Implementation Runbook (7 sheets, 42+ rows)
•  CMDB Build and Data Quality Runbook (9 sheets, 52+ rows)
•  ITSM Tool Selection and Implementation Runbook (8 sheets, 48+ rows)
•  Continual Improvement Register and Review Runbook (6 sheets, 38+ rows)

Models and Frameworks

The playbook incorporates and operationalises the following models and frameworks:

•  ITIL 4 Service Value System and Practices
•  Knowledge-Centred Service (KCS) Methodology
•  Experience Level Agreements (XLA) Framework
•  Swarming Model for Incident Resolution
•  Value Stream Mapping for IT Services
•  CMDB Federation and Discovery Patterns
•  Continual Improvement Model (ITIL 4)

Who This Is For

•  IT Service Management Directors and Process Owners who need a structured programme to modernise ITSM practices and tooling
•  CIOs and IT Directors responsible for service delivery quality, cost efficiency, and employee experience
•  Service Desk Managers transforming support operations with knowledge management and automation
•  Change and Release Managers integrating traditional change management with DevOps and CI/CD pipelines
•  ITSM Consultants and Integrators delivering ITSM transformation programmes for enterprise clients
•  ITIL Practitioners transitioning from ITIL v3 process-centric approaches to ITIL 4 value-driven practices

This is not a slide deck or a high-level guide. It is a working operational toolkit with 64 files, 349+ tabs, and 2,730+ rows of actionable content. Every assessment, every runbook, and every template is ready to use from the moment you download. Purchase now for instant access to the complete IT Service Management ITSM Modernisation Playbook.

Source: Best Practices in ITSM Excel: IT Service Management ITSM Modernization Playbook Excel (XLSX) Spreadsheet, Gerard Blokdijk