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Measuring Service Management Maturity

I was recently asked about how to measure service management maturity when the maturity of individual processes is not equal. Frankly, it’s a bit of chicken and egg. It can be difficult to define where your organization is as a whole compared to each individual process when the processes are at different levels. When we look at a specific process we have to judge it against a specific set of criteria. Each organization will develop this criteria based on the organizational goals and objectives. Each process may have a different set of criteria, different levels of benefit or impact so therefore a different level of need-based maturity. For example, for organizations that are highly dependent on suppliers and outsourcing, the need for a mature Supplier Management process is critical. Other organizations may not focus on Supplier Management but invest their focus and resources on other processes such as Configuration Management. The maturity of individual Service Management process

Process Maturity Assessments

I recently gave a workshop outlining the basic ideas and steps needed to design and implement ITSM processes. During the workshop we discussed the importance of knowing the maturity level of your processes. You determine the maturity of your processes by conducting a maturity assessment. Using a maturity assessment model will allow you to know where your processes currently reside in terms of usability, effectiveness, efficiency and economy. You can also determine what level of maturity you want your processes to achieve as a future state. Finally a maturity assessment will show you what steps you need to take to close the gap between your “as is” process and your “to be” future state. There are three maturity assessment models you might think about using. Capability Maturity Model Integration (CMMI), ISO/IEC 15504 and the ITIL Process Maturity Framework (PMF). All three use a multi-level approach to identify the maturity of your processes. Each also uses a set of assessment criteria