The IF4IT Service Management Maturity Framework (IF4IT-SMMF) for Small, Midsized, and Large Enterprises on The International Foundation for Information Technology (IF4IT)

The IF4IT Service Management Maturity Framework (IF4IT-SMMF) for Small, Midsized, and Large Enterprises

Mon, 01 Jan 0001 00:00:00 +0000

What the Framework Is

The IF4IT Service Management Maturity Framework (IF4IT-SMMF) describes the maturity of Enterprise Service Management (ESM) across three tiers: Crawl, Walk, and Run. Throughout this document, “Service Management” refers to ESM as practiced across the whole enterprise — including the enterprise’s individual Services and the capabilities that support them — not to any single team’s operational function.

IF4IT frameworks are typically embedded within larger Best Practices documents that describe a broader discipline. The IF4IT publishes this framework as a standalone document because the topic of Service Management maturity is significant enough on its own to warrant separate treatment, and because the framework’s structure and content serve the reader more effectively when presented as an independent artifact.

The IF4IT Service Management Maturity Framework (IF4IT-SMMF) for Small, Midsized, and Large Enterprises

Mon, 01 Jan 0001 00:00:00 +0000

The IF4IT-SMMF is a roadmap to help improve, scale, and mature Enterprise Service Management (ESM) across three maturity tiers, from Small to Large Enterprises.

The IF4IT Service Management Maturity Framework (IF4IT-SMMF) can be used as a learning framework, a self-assessment instrument, and a roadmap for planning, establishing, scaling, and maturing any Help Desk or Service Management practice, at any enterprise scale. A more detailed description can be found in the previous chapter.

The IF4IT Service Management Maturity Framework (IF4IT-SMMF) for Small, Midsized, and Large Enterprises

Mon, 01 Jan 0001 00:00:00 +0000

What You Now Have

By reading the framework in the previous chapter, the reader has acquired three distinct outputs.

A diagnostic snapshot. The What’s Typical sub-sections across all thirteen traits describe the state of Service Management practice at each of the three maturity tiers. A reader who has compared the enterprise’s actual practice against these descriptions has produced a trait-by-trait maturity profile — a specific rating for each of the thirteen traits, not a single overall rating for the enterprise.