Measuring Maturity: The ITIL Maturity Model

When it comes to well-known business rhetoric and information technology (IT) adages, we’ve all heard the (infamous) quote: “If you can’t measure it, you can’t manage it”. Despite the age old debate of who the quote can actually be attributed to, with    popular opinion still seemingly split between Deming and Drucker, it’s the message that’s important and relevant. Organizations today are charged with creating and sustaining value, and to do this, they face the daunting challenge of needing to continually     improve… But where and how can they improve?

In the IT world, and any domain really, one of the universally predominant and rewarding ways to improve, is to adopt industry leading, ‘tried and tested’ best practices. For the most part, organizations with substantial current implementations of recognized     best practices, realize tangible benefits, from improved process efficiencies and effectiveness, to optimized costs and risks. And it isn’t a case of only first time or onceoff implementations which deliver results. Most contemporary Enterprises follow     incremental best practice implementation approaches to derive initial benefits sooner and increase their levels of benefit over time as processes mature.

When we’re talking IT specifically, you often hear of organizations wanting to do a ‘refresh’, be that of technology, products or services like hardware and software, processes like Incident Management, or even sometimes people. One thing’s for sure though,     whether you’re contemplating your first best practice implementation, are part way through an implementation plan, or heading down the ‘refresh’ path, being able to measure where you are now (as-is) and defining where you want to get to (to-be) is     essential for not only determining success, but identifying, planning and managing future improvement too.

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