ITSM maturity assessment

As an IT service management (ITSM) consultant, customers sometimes start by asking me to carry out a maturity assessment. They usually tell me that they want to know how they compare to other similar organizations, and how they rate against an industry approved scale. 

There’s nothing wrong with that, is there?

When I was less experienced I assumed that my customers understood what they were asking for, and knew why they wanted it, and my job was simply to carry out the assessment that had been requested. I even developed tools to help me deliver consistent maturity assessments based on the ITIL service management process maturity framework, which can be found in Appendix H of ITIL Service Design, 2011 edition. But I know better now. I have learned to ask more searching questions, so that I understand what my customers’ real goals are, and then provide a properly focused assessment that will help to solve their problems.


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