What is an ITIL maturity assessment?
The ITIL Maturity Assessment service provides an independent evaluation of an entire organisation’s service management capabilities and the maturity of its governance structure and management system (Service Value System).
An assessment helps organisations:
- Focus transformation efforts on the key actions needed to support strategic goals
- Optimise investments by identifying where performance gains can be achieved
- Gain efficiencies by removing barriers and bottlenecks impacting outcomes
- Prioritise resources to uplift and sustain the skills needed to deliver service value
- Benchmark performance before, during, or after a transformation or improvement initiative
The ITIL® Maturity Model (what it measures)
The ITIL® Maturity Model is a management maturity model devoted to assessing and improving the management of an organisation’s IT services. It can focus on:
- Capability of IT service management practices (how well practices achieve their purpose)
- Maturity of the Service Value System (SVS), your governance structure and management system which generates the maturity rating and informs improvement planning
What does “maturity” mean?
Maturity is a measure of an organisation’s ability to deliver predictable outcomes, on-time delivery, productivity, quality, compliance, and customer satisfaction. It has a proven link to organisational success.
How the assessment works (our approach)
Our consultants combine:
- Scoping and planning (confirm scope; timelines; interview plan; documentation expectations)
- Documentation review (policies, processes, templates, metrics, reports, tool configuration, evidence)
- Interviews and evidence examination (management, practitioners, and business stakeholders; systems/records review)
- Analysis and report development (scoring; findings; quick wins; recommendations; next steps)
- Draft review and final submission (fact-check; final report delivery)
Assessment options (choose what fits)
Option 1: Comprehensive Capability Assessment (SVS + practices)
Includes all SVS components: Guiding Principles, Governance, Service Value Chain, Practices, Continual Improvement, plus at least 7 practices (Continual Improvement must be included).
- Best for: organisations wanting a full SVS maturity view and a strong baseline for transformation
- Output: detailed report with per-practice findings, SVS component scoring, quick wins, and recommendations
- Optional: independent validation and Maturity Level certificate (PeopleCert audit)
Option 2: Selected Practices Capability Assessment (practices only)
Assesses the capability of the practices you select (any number).
- Best for: targeted uplift (e.g., service desk, change, incident, knowledge)
- Output: per-practice capability scoring, findings, and recommendations
Example practice scope:
- Incident Management; Problem Management; Change Enablement; Knowledge Management; Asset Management; Service Catalogue Management; Service Desk Management; Service Request Management; Continual Improvement
What you get (deliverables)
You’ll receive a Word-format assessment report including:
- Assessment method and scope
- Graphical representations of findings
- Per-practice conclusions and recommendations
- SVS component results (where applicable)
- Suggested quick wins and prioritised next steps
- Recommended sequencing for improvement initiatives
Optional add-on: Service Improvement Roadmap workshop
A half-day to one-day workshop to prioritise and sequence improvements; followed by a roadmap presentation.
ITSM Hub is an accredited consulting partner with PeopleCert, our assessors are accredited by PeopleCert and are subject matter experts. Your assessment will be facilitated by one of our Senior Consultants.
FAQ
What’s the difference between a capability assessment and a maturity assessment?
Capability assesses how well specific ITSM practices achieve their purpose. Maturity assesses the broader Service Value System (governance + management system) and produces the maturity rating used for improvement planning.
Do we need to assess all practices?
No. You can assess any number of practices. A Comprehensive assessment includes SVS components and at least 7 practices (including Continual Improvement).
Who should be involved from our side?
Governance members (e.g., steering/change authority), practice owners/managers, practitioners, service owners, and selected business stakeholders. We’ll help you build the interview list.
What evidence do you need?
Policies, processes, templates, metrics/reports, tool configuration, records (incidents/changes/requests), meeting minutes, audit outputs, whatever is relevant and permissible. If documents can’t be shared, we can review them via screen share.
Is the assessment done onsite or remotely?
Most assessments are delivered virtually, unless you prefer onsite.
How long does it take?
Timing depends on scope and availability of documentation/interviewees. As a guide (9 practices):
- Documentation review: 5 days
- Interviews & evidence: 5 days
- Analysis & report writing: 10–12 days
- Final review & submission: 1 day
How often should we do an assessment?
We typically recommend annual maturity/capability assessments so you can benchmark year-on-year progress. One assessment still delivers strong value; we can advise what cadence makes sense for your goals.
Do we get a certificate?
Certification is optional and available for eligible assessments via PeopleCert audit/validation. If selected, the certification process typically takes 2–4 weeks after the assessment.
Will you tell us exactly what to do next?
Yes, your report includes quick wins, recommendations, and suggested sequencing. If you want help prioritising, add the Service Improvement Roadmap workshop.
