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Maturity Assessment

itSMF UK is pleased to be able to offer organisations an ITSM maturity assessment service based on the PeopleCert ITIL Maturity Model platform.

By providing this service we are able to help organisations understand clearly where they need to focus in improving their overall level of maturity. And over time the anonymised data we collect from these assessments, in addition to the benchmarking data PeopleCert publishes, will allow organisations to see how they compare with their peers.

Press Release: BT the first organisation to complete a fully certified ITSM Maturity Assessment

Interview: Bupa – ITIL Maturity Model assessment and its contribution to transformation and continual improvement

Interview: Salvation Army – Maturity Model assessment has helped secure funding for our team and skills

Interview: Why the ITIL Maturity Model is important to the University of Birmingham

Interview: Vodafone – ITIL Maturity Model assessment: validating investment in service management practices

Maturity is a measure of an organisation’s ability to deliver predictable outcomes, including on-time delivery, productivity, quality, compliance, and customer satisfaction. Crucially, it has a proven link to organisational success. The higher your level of maturity, the more likely you are to achieve your service management and organisational objectives.

Members often ask us about benchmarking to determine how their ITSM maturity compares with that of similar organisations. This topic is regularly discussed on member forums and was recently flagged as a priority by our own Leadership Council.

Why an ITIL Maturity Model?

Over the last 30 years, ITIL has established itself as the most widely accepted approach to IT service management in the world, and the ITIL Maturity Model has been developed by PeopleCert in response to popular demand for a service management-focused assessment.

Unlike some similar services, the assessment looks at more than just the process. Instead, it looks across the entire service management system, exploring the interactions between practices, tools, management information, and the competency of key personnel to give a truly objective and integrated picture.

Although the ITIL Maturity Model is based on the architecture and concepts of ITIL 4, it is NOT designed to assess the extent or success of the implementation of the ITIL guidance. Both practices and service value system (governance structure and management system) components can be assessed in organisations that have been developing their service management capabilities and management systems using any relevant guidance and sources of good practice.

How does it work?

A certified assessor will work with you to:

  • Identify the appropriate level of assessment
  • Scope the project and plan the interview schedule
  • Conduct the interviews and review supporting documentation
  • Draft your customised report
  • Present the final report to key stakeholders and discuss your future roadmap.


Assessment scope

There are many ways to scope the assessment so that it reflects the organisational context and objectives; organisations should adopt an approach that meets their requirements and is directly applicable to them.

To support the process of scoping maturity assessments, however, an objectives-based cascade model can be utilised to support constructive discussion around such scoping. Objective-driven scoping is based on the predefined set of generic objectives an organisation might pursue. These objectives are grouped into four areas of strategic focus which are closely related to each other and typically require the same or overlapping sets of capabilities.

Each objective is mapped to a set of primary and supporting practices. Primary practices are directly involved and necessary to achieve the objectives of the SVS in the scope of assessment. Supporting practices are needed for the primary practices to effectively achieve their objectives and to function at higher capability levels.

However, the final scope is always on the organisation’s/assessor’s side. For example, if certain functions and practices are outsourced, it is acceptable that they might be excluded from the scope of assessment.

Output

The assessor will prepare a formal report identifying where you currently sit on an increasing scale of maturity, and will also advise on what you need to do to build in additional resilience and progress to the next level of maturity (where improved quality and reduced risk await).

Certification

A maturity level certificate is also available, issued by PeopleCert for an additional fee, for assessments including seven or more practices (Continual Improvement and SVS are mandatory). The number and list of the practices is explicitly stated on the certificate.

This independent verification can really help organisations demonstrate their level of maturity to the business – or, for ‘service’ organisations, differentiate themselves when responding to proposal requests and bids.

Certificates are valid for a 3-year period with the option of an annual surveillance audit.

Further Information

For more information and to discuss your requirements please contact the office via [email protected] or +44 (0) 118 918 6500.

Ground Floor South
Burford House
Leppington
Bracknell
Berks RG12 7WW

Tel: +44 (0) 118 918 6500

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