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IT Service Improvement (it service management maturity model)

If you are already executing service management activities in your corporation, you can use this work of ours when you need an improvement study.


As the business processes depends on Information Technologies, the success of the corporations become directly linked on the success of IT services. The importance of a stable, transparent, measurable service management structure that meets the business requirements isn’t an arguable matter.

This study’s goal is to analyze your available structure in terms of human, process and technology, identifying a maturity level, and identifying and prioritizing the improvement areas. In our analysis work, a maturity model with combining itsm3 (it service management maturity model) CMM (Capability Maturity Model) and ITIL requirements are used.

In the assessment work we take these things under discussion:

  • Compliance with ITIL® processes as a basis
  • Rate of application in your process management principles (documentation, KPIs and reporting, the role and responsibility definitions, such as the principles of improvement)
  • Application of processes in your corporations (analyzing by giving examples)
  • Process practitioners' awareness
  • What is Maturity Model?:

    Maturity model consists of six levels.

  • Level 0: (missing): Activities about the process are not being managed following a flow and doesn’t have a specific aim. The results are missing or not completely available.
  • Level 1 (in progress): The corporation employees give importance to activities about process and apply them when it’s needed. But activities about the process are not being planned and watched. The results show that the goal is reached.
  • Level 2 (managing): Process outputs are produced in documented quality. The results are being produced in an expected time. Business results are planned and applied in documented procedure, and followed.
  • Level 3 (has been established): The process is progressing with some ways that has been proved, with this way you can reach to identified results.
  • Level 4 (predictable): The process has been established. As a result of measurable metrics, process outputs are in a predictable position.
  • Level 5 (optimizing): The process is being optimized in a dynamic and appropriate way.
  • Contribution to your corporation:

  • To obtain fast gains by detecting improvement areas methodically and prioritizing them.
  • To identify the levels for available and target situation. For the corporation’s improvement, it provides easier goal identification.
  • Awareness of the corporation employees is raised so it gets easier to internalize the structure.
  • Output:

  • Process maturity levels
  • Analysis of the difference according to its marked process maturity level, remediation roadmap and project plan
  • A detailed report containing the results of the analysis and recommendations
  • Management report
  • Design & Programming EkoPC