ITSM Maturity Assessment — benchmark your service desk

Step 1 of 5 · Your team

Tell us about your service desk

We use these to size the opportunity in your own numbers.

Number of agents / technicians

10500+

Over 500 agents? Drag to the top. Your estimate is calculated at 500 and we’ll pick up the detail when we talk.

Average loaded cost per agent, per year

$

Tickets handled per month

010,000+

Who do you support?

Which service management tool do you use today?Optional

Helps us show what a move to Vivantio would change for you specifically.

Current annual spend on that toolOptional

Step 2 of 5 · Demand & work mix

What work do you manage, and how does it reach you?

This drives the scope model (customer commitments versus internal delivery) and how much of your demand never needs an agent at all.

Which types of work do you manage? Select all that apply

The more record types you run in one platform, the more orchestration value there is to capture.

Roughly how much of your ticket volume arrives through a self-service portal?

NoneAll of it

A best estimate is fine. This is the widest-spread metric across our customer base and the strongest single lever, so it carries real weight in your result.

Step 3 of 5 · Service levels

How do you manage commitments today?

Consistent SLA and OLA tracking is the single biggest driver of measurable service improvement.

Do you track SLAs with your customers?

Do you track internal OLAs between teams?

Can you report on compliance easily?

Which of these are configured today? Select all that apply

Scored 0–4 exactly the way we measure a live Vivantio environment, so your answer sits on the same scale as our customer benchmark.

Step 4 of 5 · Automation & integration

How automated and connected is your current tool?

Be honest — the bigger the gap, the bigger the return.

How much runs on business rules and workflows today?

Mostly manualHighly automated

How integrated is it with your other business systems?

SiloedFully integrated

Proactive status notifications to users?

Which of these are running today? Select all that apply

Breadth, not volume. This is the same 0–4 score we compute for a live Vivantio environment.

Step 5 of 5 · Priorities

What are you trying to fix?

We’ll rank your opportunities and roadmap around these.

Biggest challenges (up to 3)

Biggest risks (up to 2)

Enterprise ITSM without the overhead

AI across your whole service operation

ITSM Maturity Benchmark: how mature is your service operation, and how do you compare?