A Business Based Assessment Approach to ITIL® Maturity

At present, the majority of ITIL and ITSM Maturity Assessment methods focus on people, process, technology/tools, organization and information factors and typically use a derivative of the IT Service Capability Maturity Model (CMM) with maturity phases such as Initial, Repeatable, Defined, Managed and Optimizing. However, the major focus of these Maturity Assessments are done introspectively within IT, evaluating internal IT people, processes, technology/tools and information factors, with organizational considerations being considered as they relate internally to IT and IT infrastructure. In this white paper, Rick Leopoldi will discuss the needs of a transformation of the Business - IT paradigm as well as how an effective Continuous Service Improvement Program (CSIP) will help enable that over time and will continue to provide and improve service quality to the business.