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ITIL :: View topic - ITIL Maturity Assessment
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ITIL Maturity Assessment

 
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Gianluca
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PostPosted: Thu Apr 05, 2007 1:29 am    Post subject: ITIL Maturity Assessment Reply with quote

Many companies want to assess the level of maturity of their service management process and there are several framework which propose a scale and a definition of each level.

However, as far as I know, it does not exist a framework which also desribes HOW to determine the maturity level, thorugh a series of questions or requisites for each level

I have some experience with the Cobit Maturity Model, which is quite detailed for each process, and therefore it is possible to define the "requirements" for each level (even if there is not an official approach)

However, it would be nice to assess the maturity according to the ITIL Maturity model, that is, the Process Maturity Framework (PMF). Unfortunately, this model is very high-level, and has no specific description/requirement for any particular process.

So, the question is the following: do you have any experience of a STRUCTURED method (like a questionnarie) to assess the ITIL maturity of the 10 processes?

The only approach that I have found on the net is the following link (http://donner.cs.uni-magdeburg.de:8080/elearning/modelschoice.jsp)
, but is only general (that is, for the entire organization) and it is not explained how the results are produced.

Gianluca
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itilimp
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Joined: Jan 20, 2006
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PostPosted: Thu Apr 05, 2007 8:35 am    Post subject: Reply with quote

Hi, yes there is. It is hosted at the itSMF website under the Best Practice Section, look for Self Assessment (or click here)
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Gianluca
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PostPosted: Thu Apr 05, 2007 7:31 pm    Post subject: Reply with quote

The ITSMF assessment actuallt does not assess the maturity of the process acoording to the 1-5 scale of the ITIL Process Maturity framework, which goes from initial to optimized.

The ITSMF assessment gives you a value for 9 area for each process, but it does not give you an overall level of maturity.

This is what I found incossitent: OGC has defined a Maturity Model (the PMF), and then the ITSMF has proposed an assessment which is not based on the same scale.

Gianluca
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itilimp
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PostPosted: Fri Apr 06, 2007 9:55 am    Post subject: Reply with quote

Hi there. Sorry I misunderstood the question and focused on the requirement for a questionnaire listing rather than it tying in with the standard 5 step maturity models.

Are you after the something like the Gartner maturity model or the IT Service Capability Maturity Model (click here for download)? As you already have a knowledge of COBIT, some of the questions there for each process can help assess the maturity.

I suppose it depends on what your objective is. If you are intending to work as a consultant and go into companies to benchmark their maturity - then doing this against ISO 20000 would be the way to go. If you are doing this internally or for personal interest, then combining sources above may be sufficient.
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