ITIL Mobile Maturity Model
Mark J. Lloyd
Many managers, executives, and analysts in the Information Technology (IT) industry ask what it means to make ITSM mobile. Most begin with a view through the lens of individual efficiency, others through a lens of process improvement, and still others through a lens of system optimization.
This white paper examines mobility from all these perspectives. We begin by laying out a nomenclature by which to describe mobile ITIL process and then move on to the description of the three types of mobility that repeatedly show up in ITIL systems:
• Mobile Workflow Utility â€" single action on one workflow ticket at a time
• Mobile Workflow Manager â€" multiple actions on one workflow ticket at a time
• Mobile Workflow Bulk â€" single action on multiple workflow tickets simultaneously With this foundation established, the discussion turns to identify 13 independent iMMM Workflows across the four ITIL Disciplines:
o Incident Management
o Change Management
o Request Fulfillment
o Configuration Management
Next, the iMMM Workflows are characterized and described in detail, including an indication of which ITIL Roles are most likely to make use of each iMMM Workflow.
Finally, the iMMM Workflows are mapped to the ITIL Mobility Maturity Model itself in order to guide mobile ITSM adoption within your organization.