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Service Improvement Manager (SIM)

Service Improvement Manager (SIM) is a service management software solution and cloud base assessment tool that provides a means of measuring and improving your service management system against leading frameworks and international standards such as COBIT, ITIL®, ISO/IEC 20000.

SIM provides extensive knowledge in a complete solution that lets you measure, manage and improve your processes in a pragmatic and cost-effective way.

  • Assess: Used by consultants and as a self-assessment tool
  • Baseline: Accurately measures process compliance & maturity
  • Benchmark: Compare your maturity across industry sectors
  • Improve: Tasks and improvement activities are generated automatically

Service Improvement Manager is suitable for both ITIL and ISO/IEC 20000 assessments. An increasing number of service managers are now using SIM to measure the maturity of their existing ITIL processes as well as compliance to the ISO/IEC 20000 international standard. Regardless of your current Service Management capability or the framework you are using, SIM will provide you with common approach and rapid service assessment tool that enables you to measure and improve your processes and services in a very cost-effective and pragmatic way.

ISO/IEC 20000 self assessment and ITIL self assessment software

Service Improvement Manager is designed to facilitate detailed and comprehensive assessments based upon leading IT standards such as ITIL and ISO/IEC 20000 for Service Management.
Each assessment has a comprehensive set of questions to ensure that a proper in-depth analysis of your capability levels can be accurately determined. The format and structure of each assessment is based on standards and the experience of professionals working across a variety of industry sectors and geographical boundaries.


When an assessment is performed by internal or external consultants and auditors, a detailed analysis of suitable evidence to support a standards-based compliance audit must be gathered and properly reviewed.
SIM allows the details of these documents and records used as part of the assessment to be formally recorded and tracked. Along with the rest of the SIM self-assessment data, this information may then be provided to the third-party auditor engaged to perform a formal compliance audit.

Baseline & Benchmark Reporting

Unlike most other consultant-led assessments, SIM takes you several steps further with the generation of a variety of reports that analyse the current and future compliance and capability/maturity of your key process areas.
These reports cover everything from process compliance, maturity, improvement targets, quality management (plan-do-check-act) and comparative benchmark data.