By Donna Knapp In parts 1, 2, and 3 of this blog series we explored how to assess practice capability from planning and preparation , through conducting self-assessments , to analyzing, interpreting and reporting out the results . While it might be tempting to call the assessment ‘done’, it is important to understand that a capability assessment is not a destination. It is the moment when evidence-based insight starts you on a journey towards meaningful change. As with any journey, you need to understand where you are, where you want to be, and then figure out how to get there. In other words, you need a roadmap. An ITSM roadmap is a strategic plan that outlines how an organization will evolve its IT service management (ITSM) capabilities over time. It connects the current state of ITSM practices to a desired future state, showing the sequence of initiatives needed to improve service quality, efficiency, and alignment with business goals. The major components typically inclu...