Is your ITSM truly
operational or just deployed?
Discover the 12 criteria our ITILv4 consultants check in week 1 on
every new project. Evaluate your ITSM maturity in 20 minutes. Free.
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- Based on 400 real projects
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The 12 criteria your ITSM must validate
From 5 to 8: functional but underutilised. 9 to 12: mature ITSM.
1 · Configuration
Do your incident categories reflect your actual business reality?
Or have you kept the default configuration from the initial deployment?
Are your SLAs defined by priority AND by request type?
A single SLA applied to everything signals a non-customised configuration.
Do your escalations trigger automatically?
If someone has to call someone else to escalate, it's not automated.
Is your service catalogue kept up to date?
A catalogue frozen since deployment is no longer a catalogue — it's a museum.
2 · Adoption
Are fewer than 30% of your tickets still coming in by email?
Above 30%, portal adoption hasn't really taken place.
Do users open their own tickets?
If technicians are still doing it, the self-service loop is broken.
Is your knowledge base consulted every week?
Articles that are never read do not reduce recurring tickets.
3 · Steering
Do you have a dashboard consulted every week by your team?
Without an active dashboard, steering is reactive — never proactive.
Is your first-contact resolution rate tracked and improving?
Knowing it isn't enough. It must be an active target, not just a report.
Do you know how many recurring tickets you handle each month?
Without this data, it's impossible to launch a real problem management process.
Is your ITSM reporting automatic?
If it's still a manually compiled spreadsheet, your data is not structured at the source.
Can you present the ROI of your ITSM to the board in 10 minutes?
If the answer is no, KPIs were not defined at the start of the project.
Results: when all 12 criteria turn green
58%
-40%
94%
Is your score below 8?
SMC Consulting can help you! An ITILv4-certified consultant identifies your 3 priority actions in 45 minutes. Free. No commitment. Book your appointment now.
