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In order to answer the question, “where are we now?” an IT organization needs to understand the maturity of their:

  • Organisation
  • Processes
  • Service Management System
  • People
  • Services

Each of these can be developed into a strategic asset:

  • Critical to the organization’s success
  • Differentiating the organization from its competitors
  • Performing well under changing business conditions
  • Learns and improves - future performance benefits from past experience

The CSI approach applies to Organizational Maturity in exactly the same way as it applies to the overall management system, the services or the service management processes.

A useful technique to answer the question “where are we now?”, is the IT organization growth model. Maturity of the IT organization is not just dependent on the maturity of the Service Management processes. Each level of maturity requires a change of a combination of elements. Maturity of the organization will be determined in terms of:

  • Vision and steering:  direction setting, objectives and plans
  • Process:  maturity, functionality, usage, application, effectiveness and efficiency together with ownership, management and documentation
  • People:  the roles, responsibilities, skills and knowledge of the people
  • Technology:  including the tools and technology used to automate the processes
  • Culture:  the focus, attitudes and beliefs.

The maturity level of the IT organization is typically based on the Process Maturity Framework (PMF) and the Capability Maturity Model (CMM).