BT the first organisation to complete a fully certified ITSM Maturity Assessment

itSMF UK conducted the assessment using the ITIL Maturity Model, developed by PeopleCert and Axelos


BT has become the very first organisation globally to complete a fully certified ITSM Maturity Assessment based on the ITIL Maturity Model. The assessment, designed to measure an organisation’s service management capabilities, was conducted by itSMF UK in their role as an Axelos Consulting Partner.

The ITIL Maturity Model measures an organisation’s ability to deliver predictable outcomes including on-time delivery, productivity, quality, compliance, and customer satisfaction. High maturity is an indication of organisational success and effective transformation initiatives.

Valerie Wilson, Head of Operations for Managed Services, BT’s Enterprise unit, was presented with the certificate by Catherine Newman, VP Global Business Development at PeopleCert, during the itSMF UK annual conference, ITSM22.

Catherine Newman commented, “I am thrilled about BT’s successful ITSM Maturity Assessment and glad to be able to present it in person. This is an important milestone for BT, further demonstrating their ability to deliver industry-leading services to their customers.”

Valerie Wilson said the assessment was further validation of BT’s credentials in providing managed IT services to customers.

“It really demonstrates BT’s maturity and industry standing in this area and reinforces our ability to deliver mission-critical services to our customers. While this assessment shows we are delivering a great service, we will also consider the suggested improvements so we can continue to provide the best for our customers.”

itSMF UK General Manager, Graham McDonald commented “We’ve been delighted by the level of interest since we launched the maturity assessment earlier this year and are already scheduling assessments into 2023. For an organisation like BT to have confidence in itSMF UK to facilitate such an engagement is recognition of our team’s efforts. To have received such positive feedback, and to be the very first ACP to conduct a certified assessment, validates our determination to ensure that our membership benefits portfolio remains fresh and innovative.”

[Photo – Catherine Newman presents the Assessment Certificate to Valerie Wilson and Sean Burkinshaw, who led the Assessment for BT Enterprise]