Process Maturity
During assignments consultants noticed that clients have a need to know the maturity of their service management organisation. Knowing where they stand gives them the opportunity to specify improvements that are targeted specifically at the areas where the maturity is below the desired levels. Organisations also want to have a starting point to measure their improvements against and to compare themselves to other companies.
To satisfy this need, an assessment was created that made it possible to measure the maturity of the service management processes one by one, and the service management organisation in total. This assessment was partially based on the IT Service CMMI model. This model describes five levels of maturity and the requirements for reaching these levels. Based on these requirements, questions where developed to determine the current maturity of an organisation.
With the start of ITSM Benchmarking, this assessment was further developed into an integrated part of the benchmark. This means that it is now possible for organisations to objectively measure the maturity of their ITILŪ processes. For each process individually, or as part of the entire service management organisation. Against their own objectives, earlier benchmarks, or even other companies in the industry.