One of the most important questions we can ask in ITSM is “How do we keep people engaged and excited about ITSM?” This question is fraught with danger. If too little energy is put into keeping people engaged then ITSM has a chance of withering and dying. If too much energy is put into the people aspect then other important efforts gets sacrificed. So how do we find the right balance? How do we know what is the right level of energy to employ in an effort to keep ITSM on a steady path for your organization? The answer lies in the concept of engagement. The term means to hold the attention or efforts of a person. To keep people engaged we must therefore keep everyone involved, active and attentive to ITSM in our organizations. How do we keep people engaged? By giving them new opportunities to learn, demonstrate capabilities and new challenges to overcome. We can provide new areas for exploration and engagement by using process and maturity assessments to identify current levels of