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Service Management Scorecards.
Score. Act. Improve.
The Outcomes of Scoring and Acting
16,000 Hours Saved
Automated 15 IT processes, saving 16,000 hours a year and $3.9M annually.
SLA Performance Gains
Missed SLAs fell 25% in three months, and across 13 service providers they were 15% lower, with manual work cut by 40%.
4.5+ Satisfaction Scores
CSAT 4.5/5+, daily portal usage doubled, and 10% of requests automated in under 18 months.
Why Service Management Programmes Struggle
Most enterprises have the tools. Progress still stalls. Ways of working drift. Ownership blurs. The cadence for continuous improvement fades. Self-service plateaus as people struggle to find answers or trust what they see. At the service desk, rework and hand-offs create churn, and triage noise slows everything down.
Channels aren’t designed as a whole. Demand piles into phone and email while chat sits on the side. Automation is chosen by anecdote, so low-impact candidates creep in, edge cases kill returns, and a few bots are left orphaned. Knowledge loses credibility as content ages and duplicates multiply, and nobody measures real deflection.
Change becomes hit-and-miss. Impact analysis is thin, CABs overflow, and avoidable incidents appear. Lines of business push ahead in silos—HR, Facilities, Finance—each improving locally without a shared view across the journey.
Without a peer benchmark, teams can’t tell if “good” is good. Targets float. Roadmaps thrash because delivery isn’t tied to business priorities. Metrics sprawl across dashboards that don’t drive decisions. And without a quarterly or bi-annual re-benchmark, momentum slips and improvement programs lose their edge.
What Maturity Scorecards Are
We’ve analysed service management maturity across 200+ organisations and 10+ industries to build vendor-agnostic benchmarks and insight reports that give leaders a clear view of performance.
We merge signals from IT, HR, Finance, Facilities, CRM and customer touchpoints, using 400+ KPIs across 40 industry scorecards to reveal process stalls, automation opportunities and peer comparisons. Each scorecard turns complex data into clear priorities, measurable progress and actionable improvement paths.
What You'll Receive
Your scorecard and report: After a short meeting to identify your priority areas and pain points, we define the outcomes and benchmarks that matter. You provide the necessary data, we complete the analysis (five working days), and deliver an 8–10 page report with your scorecards.
Three high-impact moves: Clear priorities with expected lift in cost, speed, and risk.
Follow-up pack: Definitions, trend lines, and a simple 6–8 week action plan with owners, measures and governance cadence (with optional quarterly/bi-annual re-benchmarking).
Benchmark Fields We Track
We assess 400+ KPIs across eight core service fields, each benchmarked against peer and industry performance.
You get maturity status for each field — and a combined scorecard.
Then we translate those results into actionable steps via a clear, prioritised roadmap for improvement, covering areas such as service desk, omni-channel self-service, IT asset management, and automation.
How the Process Works
- Discover: We meet with you to understand your priorities, outcomes, and pain points
- Define: Together we agree the benchmarks and metrics that matter.
- Deliver data: You provide exported data from your systems using our simple guide.
- AI Talos Analysis: We process structured and unstructured data through AI Talos to connect signals across systems, map them to 400+ KPIs, and benchmark performance against peers.
- Scorecard Reports: Within five working days we analyse, benchmark, and return an 8–10 page scorecard reports pack with clear actions.
How the Data Comes Together
We combine the structured view (tickets, changes, CMDB, approvals) with the unstructured reality (comments, email, chat and voice). Using lean journey analysis, we cluster demand, spot waits and hand-offs, and quantify rework and failure demand.
Those signals are mapped to 400+ KPIs across eight benchmark fields, calibrated to your peer set. The output is a single maturity scorecard and a short, sequenced plan tied to business priorities.
FAQs About Service Management Maturity Scorecards
Is this tied to one vendor?
No. It’s tech-agnostic and works across your current stack.
What’s the difference between a benchmark and a scorecard?
A benchmark is the anonymised peer and industry baseline, built from over 400+ KPIs grouped into eight service management fields: service management operating model, self-service success, service desk optimisation, contact strategy, automation priorities & candidates, knowledge optimisation, change success, and lines of business success. A scorecard shows your maturity status against those benchmarks and translates it into actionable activities, broken down into a roadmap for improvement.
How often can we refresh the scorecard?
Typically quarterly or bi-annually; ad-hoc for major changes.
What’s required from us?
A 30-minute scoping call and a simple data handover. We handle the rest.
How secure is our data?
AI Talos analysis can be carried out in our secure cloud (ISO27001 compliant), on-premise, or within your own private cloud — ensuring compliance with your security and governance standards. Fusion is also fully GDPR compliant, with policies and controls in place for privacy by design, encryption at rest and in transit, VPN-secured links, multi‑factor authentication, pseudonymisation, and strict role-based access controls.
Want to explore further before requesting your personalised scorecard? See Value Adoption Services in action for real-world results, or contact us — we’re happy to answer any questions.