IT Process Maturity Assessment

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As IT service needs increase in complexity, the processes delivering and supporting them must be continuously improved to ensure business objectives are met. An objective understanding of process capability should be based on a comparison of an organization's current practice to industry standards or good practices. Determining the most impactful improvement opportunities requires knowledge, experience and talent.

Plexent's Approach to IT Process Maturity Assessments

Plexent objectively assesses process capability and maturity with:

  • itDNA® Maturity Model's comprehensive collection of industry standards and good practices
  • Defined method and tool to plan and conduct the assessment

itDNA®, consisting of two IT business functions, Service Support and Service Delivery, provides a hierarchy for classifying, collecting, viewing and presenting an IT organization's various processes and functions. Plexent details its findings, recommended targets and improvement priorities.

Our IT Process Maturity Assessment Process

Plexent works with customers to understand the IT business environment, and plan and conduct the assessment with defined methods.

Assessment Phases

  • Planning: Assessment objectives, scope, activities and participants are established and documented; the scope is defined
  • Conducting: Data on the organization's process area implementation is collected and the maturity analyzed and assessed
  • Reporting: Assessment results are documented and presented

Plexent's itDNA® Maturity Model provides a framework for evolving an organization's processes and practices from reactive to proactive. During that evolution, organizational culture is also transformed as change is embraced and improvement becomes habit.

By comparing an organization's attributes against the itDNA Maturity Model two things are accomplished: First, a clear picture of their current maturity level is obtained. Second, the gaps between the current and desired maturity level for each Discipline or Element stand out in bold relief as illustrated in the spider chart below.

Maturity Assessment Spider Model

IT Process Maturity Assessment Scope

Service Delivery

  • Service Level Management
  • Financial Management for IT Services
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Service Reporting
  • Security Management

Service Support

  • Service Desk Function
  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management
  • Business Relationship Management
  • Supplier Management

IT Process Maturity Assessment Deliverables

  • Gap analysis findings
  • Barriers and prioritized recommendations to achieve the desired maturity

Let's discuss whether it's time for an IT Process Maturity Assessment for your organization. »

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