IT Service Management: A Business Based Assessment Approach to ITIL Maturity

A primary focus of IT Service Management (ITSM) is the application of the ITIL best practices framework to enable IT to be a more effective service provider across the enterprise. At present, the majority of ITIL and ITSM Maturity Assessment methods focuses on people, process, technology/tools, organizations and information factors and typically uses a derivative of the IT Service Capability Maturity Model (CMM) with maturity phases such as Initial, Repeatable, Defined, Managed and Optimizing. One can make a convincing case that such assessment methods do not fully and directly maximize the congruence of the primary focus of ITIL to enable it to operate as effectively as possible in accordance with the basic nature of IT Service Management.