Ilse Pauwels Marketing Manager +32 473 98 29 58

Service Management Assessment


Organisations must be able to rely on an IT service that supports their processes effectively. With the growing importance of ICT in business, the demands placed by customers on the IT service are also becoming ever greater. Think, for example, of high availability, always the right capacity, optimisation of costs, flexibility, appropriate support and a short time to market. IT Service Management (technical management and application management) is the field that deals with setting up, managing and improving the ICT service provided to an organisation’s internal and external customers. Are your processes efficiently organised? Is your service quality optimal? Take the test! Request your free link to the online Service Management Tool and get an insight into the level of maturity of your IT service!


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.


You are given access to the Ordina SMA tool. You take the survey for one or more processes. Based on your input, Ordina analyses the quality of your service management process. We map the strengths and weaknesses and offer you concrete areas for improvement and achievable solutions. You can periodically repeat the assessment and check whether your processes are growing towards the desired level after implementing the “tips”.


You receive a report of the audited Service Management Process. Ordina analysed the results and highlights the problem areas and their impact on your organisation. The report contains concrete recommendations. In this way you can optimise efficiency, cut costs and improve your service. The audit enables executives and administrators to identify and manage possible problem areas in IT Service Management. 

Service Management Assessment Contact Contact Ilse Pauwels