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Evaluate your organizational maturity with the ITIL Maturity Model

The capability and maturity assessment helps your organization diagnose issues, develop key capabilities, and drive continual improvement. Discover how it works and learn what you need to know to enhance your performance with the support of our network of Accredited Consulting Partners.

The ITIL Maturity Model is a tool that organizations can use to objectively and comprehensively assess their service management capabilities and the maturity of their Service Value System (SVS), with the help of an accredited consulting partner.

The primary purpose of these assessments is to support improvement planning by identifying areas for development and tracking progress over time.

What maturity is and why it matters
What is maturity?
Maturity is the measure of an organization’s ability to deliver predictable outcomes including on-time delivery, productivity, quality, compliance, and customer satisfaction.
Why does maturity matter?
Maturity has a proven link to organizational success. Several research studies conducted globally have shown a strong positive correlation between IT governance maturity and key business performance indicators.
How ITIL maturity links to outcomes
The higher your ITIL maturity score, the more likely you are to achieve your service management and organizational objectives. The impact may vary depending on several factors.
A Global Standard for ITSM Assessment
The ITIL framework is the most widely accepted approach to IT service management, established over 30 years ago. This widespread adoption led to the creation of the ITIL Maturity Model to meet the demand for an IT service management-focused assessment product.
Why ITIL Maturity Model?
Global recognition
Just like the ITIL framework, the ITIL Maturity Model is trusted by organizations of all types and sizes around the world to improve their IT service management practices.
Flexibility and adaptability
The ITIL Maturity Model is easy to tailor, so it can be deployed in a variety of ways to meet the needs of your organization. Although it is structured around key ITIL concepts, it can be used for any service management approach.
Comprehensive view
The ITIL Maturity Model addresses all four dimensions of service management – organizations and people, information and technology, processes and value streams, partners and suppliers.
How the ITIL Maturity Model helps organizations succeed
Improvement planning
Supporting organization's improvement efforts by identifying the areas in need of enhancement.
01
Progress monitoring
Tracking the progress of improvements to the organization’s capabilities and maturity.
02
Assessment certification
Obtaining formal confirmation of the organization’s ability to act as an effective service provider, issued as a certificate by PeopleCert.
03
Maturity benchmarking
Understanding how an organization’s capabilities and maturity compare to those of other organizations.
04
The different types of assessment
High-level maturity assessment
Assessing ONLY the maturity of the service value system. Practices' capabilities are not assessed, or fewer than seven practices, including continual improvement, are included in the scope.
Capability assessment
Assessing ONLY the capability of one or more practices, selected according to organizational needs. The maturity of the service value system is not assessed.
Comprehensive assessment
Assessing the capabilities of seven or more practices, selected according to organizational needs, including continual improvement AND the maturity of the service value system.
Assessment deliverables
Assessment report

As the result of the ITIL maturity and capability assessment, the Accredited Consulting Partner (ACP) conducting the assessment provides the Organization with a report that typically outlines:

Areas for improvement

Discover the areas that need to be improved first, based on the risks they mitigate and the business value they help deliver.

Critical success factors

Explore the key conditions that must be met to ensure the success of the improvement programme.

Current achievements

If this is not your first assessment, compare the results with previously agreed improvement goals, which can also be featured in a dynamic (trend-based) view.

Additional services

If agreed with the consultants, the report may also include additional elements, such as benchmarks or an improvement roadmap.

What our customers say

Utilizing the ITIL Maturity Model, we were able to achieve our goal based on ITIL best practices, delivering operational and service excellence within our organization. This assessment provided us with the objectivity and validation we needed to gain deeper insights into our ITIL practices and improve them further.


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I thoroughly enjoyed the ITSM maturity assessment. I genuinely believe it provided an honest view of where we are and clear guidance on where to go next. It validated many items that were sitting at the top of our backlog, which was great to see. But it also gave us valuable insights into areas where we had some room to grow our expertise. I would highly recommend the maturity assessment to anyone considering it.
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The ITIL Maturity Model assesses much more than siloed processes or individual practices. It aims to evaluate an organization’s entire service management ecosystem, considering people, tools, processes, workflows, and how we interact with third parties. It gave us a holistic view across our business, helping us improve both how we work and what we achieve.
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Want to assess your ITIL maturity or capability?
Find a consultant
The ITIL maturity and capability assessment can be delivered by one of our Accredited Consulting Partners (ACPs). Find the right partner to enhance your IT service and product management!
Ready to deep-dive into the ITIL Maturity Model?
At a glance
Take a look at the brochure to learn what the ITIL Maturity Model is, how it works, and what makes it unique for driving organizational growth. Find out how your organization can benefit!
Download the brochure
In details
Explore the ITIL Maturity Model Overview to understand the model’s structure, assessment types, and how it supports consistent, objective evaluations across your service management improvement journey.
Download the guide