Pillar 02 — Enterprise Service Transformation
ATOM™ Phase 04 — IT Operating Model Design
ITSM / ESM Maturity Assessment
A structured, evidence-based diagnostic of ITSM and Enterprise Service Management processes — scored across five dimensions. Delivered as a current-state heatmap, gap analysis, and prioritized transformation roadmap. Applied within ATOM™ Phase 04 to evaluate and baseline the service delivery component of the IT Operating Model before redesign.
Assessment Processes
Core ITSM processes covered in the assessment
01
Incident Management
Restore service quickly, minimize impact
$3.5K–$6K
02
Problem Management
Identify and remove root causes
$3.5K–$6K
03
Change Enablement
Control modifications to minimize risk
$4K–$6.5K
04
Request Management
Fulfill routine requests efficiently
$3K–$5.5K
05
Knowledge Management
Capture and share information
$2.5K–$4.5K
06
Configuration Management (CMDB)
Maintain accurate asset data
$5K–$8K
07
Service Level Management
Define, monitor, and report SLAs
$3K–$5K
08
Service Catalogue Management
Publish and manage offerings
$2.5K–$4.5K
5 Scoring Dimensions
Each process scored across all five dimensions
Process Rigor
Standardization & consistency
Role Clarity
Ownership & accountability
Tool Enablement
Platform fit & utilization
Governance
Oversight & controls
Metrics
KPIs & reporting
Pricing by Scope
1–2 Processes
$18K–$28K
Targeted diagnostic
4–6 weeks
3–5 Processes
$35K–$60K
Core assessment — sweet spot
4–6 weeks
6–10 Processes
$65K–$110K
Enterprise-wide view
6–8 weeks
11+ Processes
Custom
Full transformation lens
8–12 weeks
5-Phase Delivery Methodology
Mobilize → Assess → Analyze → Recommend → Readout
01
Mobilize
Scope, stakeholders, data requests
02
Assess
Interviews, workshops, tool review
03
Analyze
Scoring, gap ID, prioritization
04
Recommend
Future state, roadmap sequencing
05
Readout
Executive presentation & next steps
Work Product Library
Deliverable templates for this engagement — download-ready when available
ITSM Maturity Scoring Tool (HTML)
Interactive · ~170 questions · 8 processes · 5 dimensions · Advisor + self-service mode
ITSM Discovery Interview Guide (.docx)
Structured interview guide · Companion to scoring tool · Process owner and stakeholder questions
ITSM Assessment Report Template (.pptx)
Executive readout deck · Heatmap + gap analysis + roadmap slides · Dark/modern brand
ITSM Assessment Proposal Deck (.pptx)
Challenger-style proposal · Scope, methodology, pricing, credibility slides
Maturity Heatmap Template (.xlsx)
Process × Dimension scoring matrix · Auto-calculated totals · Color-coded maturity levels
Statement of Work (SOW) Template (.docx)
Engagement scope, deliverables, timeline, payment terms · Ready to customize per client