This document discusses ITIL maturity models. It provides an overview of different levels of maturity from ad hoc to strategic business partner. Level 1 is chaotic and undocumented, while level 5 involves IT being a central part of business strategy. The document also includes an IT maturity assessment scorecard that evaluates areas like user experience, processes, and technology across levels 1 to 5. It emphasizes the importance of continuous improvement mindset and provides some tools and processes for cultivating continuous improvement, such as using agile/scrum boards and streamlined meetings.

1. ITIL Maturity
Presented by Productivity & Services Group

2. What is the ITIL Maturity Model?
The ITIL® maturity model is a tool that organizations can use to objectively and comprehensively assess their
service management capabilities and the maturity of the organization's Service Value System (SVS)

3. • Ad Hoc
• Undocumented
• Unpredictable
• Multiple Helpdesks
• Firefighting
• Problem
Management
• Alert & Event
Management
• Measure
Component
Inventory
• Analyst Trends
• Set Thresholds
• Predict Problems
• Measure App
Availability
• Automate
• Mature Problem,
Change and Asset
Management
Processes
• Monitoring
• IT as a Service Provider
• Define services, classes,
pricing
• Understand Costs
• Guarantee SLAs
• Measure and Report
Service Availability
• Integrate Processes
• Capacity Management
• IT as a Strategic Business Partner
• IT and Business Metrics Linked
• IT and Business Collab
• Real-Time Infrastructure
• Business Planning
Re-focus the direction from process execution to
optimization of the process for future iterations. This
could include automation and integration with non-IT
processes and multiple toolsets. The goal is to optimize
against a greater purpose.
As an organization moves toward Level 4, decisions are based on quantifiable data.
Leadership leverages process KPIs (Key Performance Indicators) and CSFs (Critical
Success Factors) to evaluate a process’s health. Also, these same metrics may be
established for projects and programs.
Well-Defined IT Processes in Place. Process inputs and outputs are defined, monitoring, automation, training established,
metrics established(KPI), the level of risk is understood, and processes are audited.
Processes are established, and the work is loosely managed, just not executed in a standardized, repeatable manner.
Nonexistent Process. No Documented and adhere to process
LEVEL 1
LEVEL 2
LEVEL 3
LEVEL 4
LEVEL 5
Chaotic
Reactive
Proactive
Service
Value
Increasing Performance & Value to the Organization
The ITIL Maturity Model

4. IT MATURITY ASSESSMENT SCORECARD
CHAOS The IT support structure is not organized or useful.
REACTIVE IT does not have standardized processes and is always fighting fires.
PROACTIVE IT's processes are in place. The team is organized and works proactively.
SERVICE
(INTEGRATED & ALIGNED)
IT's goals are aligned with the overall goals of the business. The IT team is indispensable.
VALUE
IT has a seat at the table. The team is central to our overall business strategy. IT receives investments
for its efforts; we make these allocations to ensure that the department's outcomes align strategically
with our overall business goals.
CURRENT
LEVEL
1
2
3
4
5

5. HOW ARE WE MATURING AS ORGANIZATION

6. IT MATURITY ASSESSMENT SCORECARD
USER EXPERIENCE
STRATEGY
RELATIONSHIP
WITH BUSINESS
PERFORMANCE
PEOPLE
TECHNOLOGY
PROCESSES
CATEGORY
This maturity assessment scorecard will help you begin to evaluate your team’s current level of maturity. It
is broken out into 7 categories:
For each sub-category (Area Covered) there are specific components to help you evaluate your IT. Each component has a
corresponding drop-down with maturity scorecard (from Level 1 through Level 5). Pick the level that best matches your team’s current
performance.

7. CONTINUAL IMPROVEMENT MINDSET
Continual Improvement Mindset enables you to discover improvement opportunities, processes, set quantifiable goals and track progress against those
goals to identify gaps. It helps to achieve continual improvement in a standardized, organized, and efficient manner. Measurement, prioritization and
repeatable initiatives ensure you drive service excellence
Identity opportunity
Develop improvement plan
Create action plan
Involve your Team
Execute the plan
Analyze, Analyze, Analyze
Monitor
Encourage Feedback
Make adjustment
Deliver to Customer

8. HOW TO CULTIVATE A CONTINOUS IMPROVEMENT MINDSET
Tools and Processes for Continuous Improvement
• Agile / Scrum
Simple, graphical, and easy to use, Scrum boards accelerate a project’s workflow and boost team collaboration. It's a great way to track each task’s
progress and identify bottlenecks or gaps that hinder productivity.
• Minimized and Streamlined Meetings
Continuous improvement meetings should be brief–no longer than 15 minutes–to sustain focus, engagement, and strategic priorities. More in-depth,
detailed meetings are conducted separately and sparingly.
• Enhanced Team Communication
Managers must keep communication channels to a minimum, with consideration for every team member’s time zone or work schedule. Leaders
should communicate tasks, strategies, and objectives clearly to reduce the need for clarificatory messages or emails.
• Adopting Continuous Improvement as Part of Company Culture
Leadership by example is a powerful management tool that spurs motivation, purpose, creativity, and initiative–the core values of continuous
improvement.

9. Thank you!
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