ITSM Maturity Assessment

Do you have a true picture of your ITSM practices?

What is an ITSM maturity assessment?

The ITSM process maturity assessment is an independent, objective assessment and a proven approach to establishing a baseline process maturity level. Having a baseline of your current state is essential to any improvement programme. Our assessment service shows you just how effective the practices in your organisation are. The assessment can cover the people and organisation, processes and practices, technology and tools and supplier aspects where relevant to the proper functioning of the practices.

Our ITSM process maturity assessment can help you understand:

  • What is not defined cannot be controlled
  • What is not controlled cannot be stabilised
  • What is not stabilised cannot be measured
  • What is not measured cannot be improved

Once you establish your baseline, the right decisions and action can be taken to get the outcome you need to ultimately be more effective, improve service to the business and customers as well as save time and money, all while utilising your resources more efficiently.

In today’s competitive environment, IT needs to deliver efficient and cost-effective services to the business.

Process Maturity Assessment Objectives

  • Provides a snapshot of the current situation
  • Determines the maturity level for each process
  • Importance of the process from the IT staff’s perspective
  • Benchmark for improvements
  • Cultural assessment related to the organisation’s readiness for the process concerned
  • Overall recommendations

How is our assessment conducted? - Consultant-led approach

The assessment is conducted through structured interviews with operational and strategic personnel. Our expert consultant will interview a range of IT management, IT practitioner staff, and customer representatives for the in-scope processes.  Based upon these responses, additional questions may be asked, or additional people interviewed to gain a more detailed and/or accurate picture of the current level of process maturity.  Documentation is also examined to assess consistency and alignment with reported practices.

Analysis of the interview responses and documentation allows the consultant to identify areas of good practice, less than good practice, and particular contributing elements (e.g. staff skills or tools adequacy) that may be limiting the effectiveness of the processes in question.

Scoring is undertaken against the Capability Maturity Model Integration (CMMI) model as defined by the Software Engineering Institute. This ensures that future assessments may reasonably be compared to current assessment process maturity scores.

Maturity Level


0. Non-Existent

A total lack of process activities;

1. Initial

Evidence that the enterprise recognizes issues exist that need to be addressed;

2. Repeatable

Processes designed so that similar procedures are followed by individuals; 

There is a high reliance on individual knowledge and skill level;

3. Defined

A standardised and documented level of process; Communicated through training;

4. Managed

Processes which are good practice and under constant improvement;
Automation and tools are beginning to monitor compliance;

5. Optimised

Facility of the ITSM process to receive and provide quality data to external management and business processes.


Analysis results and scores are then collated into a consolidated report detailing conclusions and recommendations for each process, as well as overall conclusions and recommendations.

    How often should we do an assessment?

    We recommend an annual maturity assessment. With an annual assessment you have your benchmark from the previous year and can see the improvements year on year. This isn’t mandatory, you will see value in just one assessment. We can work with you on what would be most effective for your organisation.  

    Who is our assessment for?

    All companies who would like to have a true picture of their IT process capabilities and how well they are operating. Our process maturity assessment will provide you this snapshot, along with some quick wins and longer-term recommendation improvements.

      Next steps, getting started

      Download our ITSM Assessment Executive Summary report, this is an example report that will provide you a guide as to what we can produce for your organisation.

      Our ITSM Assessment report is a great starting point to understand where you are, what is performing best and where you can improve.