Ordina developed the Service Management Assessment (SMA) tool. An independent survey, based on the ISO/IEC20000 international quality standard, which measures the quality of your service. Eighteen ICT processes are assessed from five angles: Organisation – Process documentation – Process implementation – Control & management and Relations with other processes. You check, as it were, the maturity of your Service Desk, Incident Management, Problem Management, Change Management, Configuration Management, etc. You answer the assessment’s questions for the process chosen by you at a time to suit you.