One of my followers recently asked about approaches to performing an organizational ITSM assessment. I’ve summarized some of his questions: 1. While surveys, interviews and workshops are assessment methods, would focused interviews with individuals pertinent to the process being assessed be a good approach? 2. Should my final assessment score for a process be an average of several people’s maturity level ratings on that process? 3. Should my assessment only include participants who are directly involved with that process? Assessments should take a well-rounded approach to gathering information, input and feedback. It’s not a one-size-fits-all. If you have the ability to conduct one-on-one interviews with key stakeholders, that’s a great way to encourage dialogue through open-ended questions. While the results may not be as measurable as some other assessment techniques, interviews provide the unique opportunity for deeper probing and fo