ITIL Maturity Assessment Chart

This chart shows ITIL Maturity Levels and the general charactertics of each level. You can use this chart to perform a quick assesment of your current ITIL implementation state.

Level Characteristics Area to work on Description
  0       Absence No or little evidence    
  1       Initial Ad hoc/chaotic Process planning and management Within the organisation it is difficult to recognise any process at all. Similar activities are carried out in different ways and lessons are not learned. The wheel is reinvented each time and the same mistakes are made over and over again. The problem areas that require attention are process planning and management. The appropriate focus will help the organisation to progress to the next maturity level. Success heavily depends on the skills of a small number of key individuals.
  2       Repeatable Depends on individuals Standards, training, testing Organisation is able to successfully execute projects, with satisfying results. Resources are allocated. Positions are created but not defined. Models, guidelines and procedures are available. Standardising and documenting the preferred way of working, and training the employees to work accordingly, will help the organisation grow to the next maturity level. Only key processes are documented. Typically, services are “oversold” and “under delivered”.
  3      Defined Institutionalised Process Measurement and analysis The organisation focuses on the ability to cope with change, and has learned how to manage change instead of being ruled by change. The process is documented and standardised and delivers visible results. Roles and responsibilities are clear. Demand and supply are tuned. Links to other processes are established and formalised. Reaching this level offers the opportunity to start measuring the quality of the work performed, which improves the predictability of the work planned and will lead to lower development costs and increased levels of customer satisfaction. Measurements will lead to process optimisation and the promise that what is agreed to can actually be delivered by the organisation.
  4      Managed Measured process Technology changes The organisation knows what ¡s planned and how well it is executed. Process is fully aligned to the business process. The process is optimised and improved on a continuous basis. The process environment provides direct benefits to the business
  5     Optimised Process improvement Automation The organisation analyses measurements in a structured way and makes improvements continuously. Proactive and quality focussed processes fully integrated with the business process. The process environment is a business enabler providing competitive advantage.



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