How mature is your IT service management?
Answer 20 questions across six categories and see where your service desk sits on the five-level ITIL 4 maturity ladder, with a breakdown that shows exactly where to focus next.
Most IT teams know roughly how they are doing, but rarely have a shared, honest baseline. This scan gives you one. It is built on the same five-level ladder that CMMI and ITIL 4 use, from reactive and ad hoc at level one to optimized and AI-driven at level five.
The 20 questions are grouped into six categories: process, automation and AI, knowledge and self-service, assets and configuration, analytics and reporting, and governance and benchmarking. You get an overall level plus a score per category, so you can see where you are strong and where the quickest wins are. Nothing is sent anywhere and you never enter an email, so you can take it as an honest internal benchmark.
What the scan measures
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Process
Whether incident, change, problem and request management run to a repeatable, documented standard.
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Automation & AI
How much routine triage, routing and resolution happens without a human in the loop.
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Knowledge & self-service
Whether answers are reused and end users can resolve common requests themselves.
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Assets & configuration
Whether you have a live CMDB with dependencies and licences, not a stale spreadsheet.
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Analytics & reporting
Whether SLA, MTTR and cost are measured live, or pulled together by hand when someone asks.
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Governance & benchmarking
Whether you run a real improvement loop, stay audit-ready, and benchmark against targets and peers.
How you compare
- 1 Reactive You are here
- 2 Managed You are here
- 3 Defined You are here
- 4 Measured You are here
- 5 Optimized You are here
Most organisations sit at levels 2 and 3. Levels 4 and 5, where AI and unification pull ahead, are far rarer.
Where you stand, category by category
You're already strong here.
Gfacility ships ITIL 4 incident, change, problem and request management out of the box, with CAB approvals, freeze windows and a full audit trail, so process is built in rather than bolted on.
Change managementYou're already strong here.
Gfacility's AI digital workers classify, enrich, route and resolve routine tickets autonomously, typically deflecting 40-70% of L1 volume instead of just suggesting answers.
IT management AIYou're already strong here.
Gfacility surfaces the right knowledge article in context for agents and lets end users self-serve in chat, so the same answer is never rediscovered twice.
IT knowledge baseYou're already strong here.
Gfacility builds a living CMDB from real telemetry, maps dependencies and tracks licences, and links assets to incidents so impact is visible the moment something breaks.
Asset management (CMDB)You're already strong here.
Gfacility gives you live cross-team SLA, MTTR, cost and licence-utilisation dashboards, so the numbers are always current instead of a monthly scramble in a spreadsheet.
IT analyticsYou're already strong here.
Gfacility keeps you audit-ready (ISO 27001, ITIL 4, GDPR) and, unified across IT, facility and workplace, lets you benchmark every service line against shared targets in one place.
Enterprise service managementThe five maturity levels
- Level 1 of 5
Reactive
Service runs on individual effort and tribal knowledge. Work is logged inconsistently, nothing is measured, and the same incidents come back. The priority is to get everything into one place and start measuring.
- Level 2 of 5
Managed
You have a tool and a basic process, but routing and approvals are still manual and knowledge is thin. Things work, until volume spikes. Documenting routing and capturing knowledge are the next steps.
- Level 3 of 5
Defined
Incident, change and problem management follow a documented standard and a maintained knowledge base. The foundation is solid; automation, a live CMDB and real analytics are the next lever.
- Level 4 of 5
Measured
You run on data: live SLA and MTTR dashboards, a real CMDB and proactive problem management. You catch issues before they spread. AI, benchmarking and cross-domain unification are what take you further.
- Level 5 of 5
Optimized
AI resolves a large share of L1 autonomously, knowledge is surfaced in context, dashboards are live, and you benchmark continuously against targets and peers. You are operating at the front of the field.
How Gfacility helps you move up
Frequently asked
How long does the ITSM maturity scan take?
Around seven minutes. It is 20 multiple-choice questions across six categories, and you see your level and a per-category breakdown the moment you finish.
What maturity model is the scan based on?
The five-level ladder shared by CMMI and ITIL 4, from reactive (level one) to optimized (level five), measured across process, automation, knowledge, assets, analytics and governance.
Do I have to share my data or email to see the result?
No. The scan is free and asks for nothing. It scores your answers in your browser and shows the result instantly, so you can use it as an honest internal benchmark.
What does the result show?
Your overall maturity level, a score for each of the six categories, and where you are not yet strong, how Gfacility helps you close the gap.
See Gfacility in action
Book a 30-minute demo and we will show you how Gfacility moves your operation up the maturity ladder.