Pink Elephant’s Process Maturity Assessment and Improvement Planning Service

How Effective Are IT Service Management (ITSM) Processes in Your Organization?

For close to four decades, we have helped thousands of organizations understand the following basic principle of IT process improvement:

  • What is not defined cannot be controlled
  • What is not controlled cannot be stabilized
  • What is not stabilized cannot be measured
  • What is not measured cannot be improved

Pink Elephant’s proven PinkSCAN ITSM process maturity evaluation and improvement planning service describes how the effectiveness of designated ITSM processes and practices can be evaluated and rapidly improved according to industry best practices. PinkSCAN involves a series of assessment, analysis, reporting, improvement, and planning activities described in 10 milestones.

The complete project should be completed within eight to 12 weeks of elapsed time. Precise timelines and costs are dependent upon the number of in-scope processes and practices to be evaluated, as well as the organization’s size – particularly the number of people to be surveyed.

The assigned Pink Elephant consultant, working closely with the customer organization’s project sponsor and project coordinator, takes responsibility for ensuring all milestones are clearly defined, understood, scheduled, and completed effectively.

These include:

  • Milestone #1: Scope Confirmation and Validation of Objectives
  • Milestone #2: Leadership Engagement Discussion
  • Milestone #3: Survey Set-up
  • Milestone #4: Orientation for All Participants
  • Milestone #5: Survey Completion by Designated Respondents
  • Milestone #6: Analysis of Survey Data
  • Milestone #7: Survey Results Validation Workshops
  • Milestone #8: Report Generation
  • Milestone #9: Presentation of Final Report and Recommendations
  • Milestone #10: Road Map Planning Workshop

A project coordinator and other key staff from the customer will play key roles through “Milestone #5” and again in “Milestones #7, #9, and #10”.

What Makes PinkSCAN Unique?

The following processes are available for assessment, analysis, and improvement through PinkSCAN:

  • Business Relationship Management
  • Change Management
  • Configuration Management
  • Incident Management
  • IT Asset Management
  • Knowledge Management
  • Monitoring and Alerting Management
  • Problem Management
  • Release and Deployment Management
  • Request Management
  • Service Assurance and Testing Management
  • Service Catalog Management
  • Service Level Management
  • Vendor Management

Here are more reasons to consider making PinkSCAN a core aspect of your ITSM improvement project:

  • Assign a target maturity level for each process and perform a gap analysis
  • Keep track of previous assessments so you can compare progress – driving your continual improvement efforts
  • Compare your process maturity to Pink Elephant’s industry database of hundreds of other practitioner organizations

PinkBASELINE vs PinkSCAN At-A-Glance

Objective Focused capability assessment and recommendations for improvements. In-depth maturity assessment as the first step of a major project plan.
Approach A quick review of process capability and critical success factors related to people, process, product, and partner. A comprehensive and blended (online/onsite) discovery approach for establishing process maturity, benchmark comparison, and cultural acceptance.
Method Flexible discovery (meetings, workshops, discussions). Structured surveys supported by onsite validation workshops.
Deliverables High-level Executive PowerPoint presentation focused on capability gaps and next steps recommendations. Detailed written report and executive presentation focused on current state process maturity, culture, and next steps.
Benefits A baseline (starting point) of what can be improved. Comprehensive and repeatable with industry benchmarking.
Scope 3 processes, single site, with involvement of key customer staff. 3-14 processes depending on customer need with wide involvement of staff across the organization.
Who Organizations that wish to quickly get an accurate but high-level understanding of their current capability of practice. Organizations that wish to have a broad view of the perception of current state ITSM process maturity across the organization.
Why A quick gap analysis to jump-start an ITSM project. A broad long-term view of an ITSM project.

Request a Quote

To learn more about PinkSCAN and PinkBASELINE or to get a quote, contact us at 1-888-273-PINK or