Define Measure Acheive. Repeat

Related Resources

Service Improvement Starts Here.

Why ThinkITSM

ITSM Coach provides Service Desks with an easy inexpensive way to learn from past successes and failures, and enables organizations to continually improve the effectiveness and efficiency of IT service delivery.

This is done through a Continual Service Improvement (CSI) Programme.



ITSM Coach provides a new dimension to reporting that is different from any other measurement system. ITSM Coach has an intelligence layer that pinpoints critical insights and highlights important trends. Quickly see unexpected deviations and focused analysis to enable timely action.

  • View measures that are designed to lead to service improvement
  • Eliminate countless hours massaging data in Excel
  • Deliver new reports instantly with no development


Weighing In!

Just like a successful diet, your service improvement journey needs to have a good baseline of information to shape your implementation efforts, guide your improvement plans and gauge progress. Your practice maturity will give you that all important marker to set your baseline and begin improving – so hop on that scale!

What is a Maturity Assessment – the Nuts and Bolts

ITSM Coach provides a formalized way of comparing your actual practice and processes currently in operation to a set of industry recognized performance standards. This comparison is helpful to measure the extent that your existing capabilities could be improved and to identify any shortcomings that need to be addressed.

Assessment Categories

General Management Vision and Support – Organization - Practice Design - Practice Execution - Practice Integration - Practice Reporting and Continual Improvement


How satisfied are your Customers & IT Practitioners?

ITSM Coach allows for the collection of feedback from Business Consumers and IT Practitioners based on the practice they are interacting with.

As direct consumers and providers of the IT services, this audience is key to providing valuable feedback around IT services and the various service delivery aspects.

ITSM Coach provides a multifaceted survey framework that takes into consideration a number of service delivery dimensions as well as a variety of audiences and survey types that enables well rounded feedback.

Survey Dimensions

  • Timeliness
  • Reliability
  • Responsiveness
  • Accessibility
  • Communication
  • Cost and Value