Practical ServiceDesk_ITIL Maturity Scorecard

See how well your service desk really works, and what to fix first.

Users judge IT by the service desk. Yet most IT teams can't say objectively how mature their incident, request, problem and change practices are, or where improvement would pay back fastest.

This assessment gives you a structured, evidence-based view across 11 practice areas aligned to ITIL 4, and turns the gaps into a prioritised improvement plan.

Who it's for

•    Service desk managers, IT service managers and ITSM process owners

•    IT leaders preparing for a new ITSM tool, an outsourcing review or an audit

•    Consultants running ITSM health checks

What it does for you

•    59 criteria across 11 areas aligned to ITIL 4. Service desk, incident, service request, problem, change enablement, knowledge, service level, configuration and CMDB, monitoring and event, continual improvement, and governance, people and tooling.

•    Evidence, not opinion. Every criterion says what evidence to look for, and a Maturity Guide describes levels 1 to 5 for each area.

•    Targets that fit you. Score the current level 0 to 5 (or N/A). The target is preset at level 3 and can be changed, and gaps are calculated and colour-coded.

•    A scorecard leaders understand. Area averages, gaps, a weighted overall score, completion percentage, and radar and bar charts. Weightings are editable.

•    A plan you can act on. Room for 40 improvement actions with owner, priority, status and quick-win flags, plus a log of scope, assessors and interviewees.

What's included

•    Service desk and ITIL 4 maturity assessment workbook (Excel, .xlsx)

•    Assessment process guide (Word, .docx)

•    Stakeholder briefing deck (PowerPoint, .pptx)

Instant download after purchase.

Download it and give your service desk a clear path to better service.

Compatibility

•     Works in Microsoft Excel 2016 or later / Microsoft 365 on Windows and Mac

•     Word and PowerPoint files open in Microsoft Office 2016 or later / Microsoft 365

•     Not designed for Google Sheets or Apple Numbers: protected formulas and some features may not work there

Licence

One purchase licenses one named user / one organisation to use and adapt the files for internal use. Consultants may use the files to deliver work for their clients / with one client per licence. You may not resell, share or redistribute the files, in original or modified form.

Refunds

Because these are instant digital downloads, all sales are final / refunds are available within 14 days if a file is faulty and we can't fix it. If anything doesn't work as described, contact us through the Contact page and we'll help.

Frequently asked questions

Can I edit the files? Yes. Excel formulas are protected so they can't break by accident; you fill in the white input cells. Word and PowerPoint files are fully editable, so you can add your own logo and terminology.

Will it work in my currency? Yes. All templates are currency-neutral and work anywhere in the world.

Do I get updates? Yes, free updates to this version are sent to your download link / Updates are released as new versions.

How do I get my files? You get a download link by email straight after purchase.

Can I see it before I buy? Yes. Download the free preview from the link above to see what's inside.