Future proof for success with the ITIL Maturity Model

The ITIL Maturity Model is a powerful tool that provides you with a structured approach for ongoing development, helping you remain competitive and reach the optimal level of organisational performance to achieve the organisation’s strategic goals. It can also be used to identify systemic weaknesses to help tackle the reasons behind of ineffective or inefficient practices.
 
There are three forms of ITIL Maturity Model assessment which as an AXELOS Consulting Partners (ACP), DADA Enterprises can supply:
  1. Capability assessment
  2. Maturity assessment only
  3. Comprehensive assessment.
The capability assessment provides a score for each assessed practice. There are 34 management practices which can be assessed that are aligned to the ITIL 4 framework, but we will work with your organisation to select those that are most relevant for your organisation to identify areas of improvement.
1 Page Summary on ITIL Maturity Model
ITIL Maturity Model Overview
These practices are aligned to the ITIL 4 Service Value System and four dimensions, but they will also be present in organisations that have not adopted ITIL 4 and therefore their capabilities can still be assessed. The maturity assessment will take into consideration the five components of the ITIL Service Value System:
  1. Guiding principles: Recommendations that can guide the organisation in all circumstances, regardless of changes in its goals, strategies, type of work or management structure. The assessment of this component is not focused on the adoption of the seven ITIL guiding principles; rather, it helps to understand the role and maturity of shared values and principles across the organisation.
  2. Governance: The means by which the organisation is directed and controlled.
  3. Service value chain/value streams: A set of interconnected activities that an organisation performs to deliver a valuable product or service to its consumers and to facilitate value realisation. The assessment of this component is not focused on the specific value chain model provided in ITIL. Rather, it aims to assess the maturity of the organisation’s service value streams, including how they are identified, managed, and improved.
  4. Continual improvement: A recurring organisational activity performed at all levels to ensure that an organisation’s performance continually meets stakeholders’ expectations. The maturity assessment is not focused on the adoption of the particular improvement model. Rather, it helps to understand the role and maturity of continual improvement across the organisation.
  5. Practices: Sets of ‘s resources designed for performing work or accomplishing an objective.

This video below provides an introduction to Axelos’ ITIL Maturity Model and the benefits it can offer organisations.

Quality assurance and performance testing

Internal Stakeholder engagement for reviewing Lessons Learnt will research views on:

  • Stakeholder review on availability of 24/7 support, and accessibility on mobile devices.
  • Stakeholder review on whether performance within agreed Service Level Agreements (SLA).
  • Analysis of system usage data, including user logs, system performance reports, and customer feedback.
  • Evaluation of the system’s functionality, usability, reliability, and security.

DADA will review the four dimensions of service management: (1) Organisations and people, (2) Information and technology, (3) Partners and suppliers, and (4) Value streams and processes. So, in carrying our review of service management, we will consider governance, management, and communication with respect to the four practices of ITIL Level 4 as below:

The purpose of this service validation and testing process will be to ensure that the new system matches its design specification and will meet the needs of the Client. Service validation and testing will provide confidence that the release will deliver the expected outcomes and value for customers, within the projected costs, capacity, and constraints.

In doing so, we will review the service desk configuration items and the relationships between them as below to restore normal service operation:

• Information security management• Continual improvement
• Relationship management• Deployment management
• Supplier management• Service desk operation 24/7/365
IT asset management• Change enablement
• Monitoring and event management• Problem & Incident management
• Release management• Service request management
• Service configuration management• Service level management
• Supplier management• Service desk

Ongoing support services before, during and after service delivery

Our review uses best practice from different public frameworks (such as ITIL, COBIT and CMMI), standards (such as ISO/IEC 20000 and ISO 9000), and our proprietary knowledge.

  • We review on-going staffing structure, and assess whether the need for additional people and resource requirements have been considered to run and verify new system performance against the old system.
  • We will review whether the organisational structure has been established for on-going system quality control (e.g., QA tasks when Supplier on-boarding) and risk management.
  • Ability to provide extra support when internal capacity is reduced during peak demand and crisis situations.
  • Whether service delivery supports continuous improvement with a dedicated client portal for partners to download reports and listen to calls to understand performance.

Security services
Review on whether implementation in line with ISO27001 governance to confirm residents’ data is always protected covering:

• Portable Storage Device Procedures• Multi-factor Authentication
• Securely Disposal of Storage Media• Use of Privileged Utility Programs
• Acceptable Use of Assets• Use of Privileged Utility Programs
• Classification of Information• Access Control to Program Source Code
• Handling of Assets• Cryptographic Controls Policy
• Physical Media Transfer• System Change Control Procedures
• Access Control Policy• Restrictions on changes to software packages
• Monitoring Access Rights• Protection of Records and Event Log Protection
• Access Review & Removal• Confidentiality & Non-Disclosure Agreements
• System Acceptance Testing• Outsourced Development
• Supplier Service Delivery• Network Intrusion Detection System
• Security in Supplier Agreements• Critical Security Patch Process
• Incident Management• Information Transfer Policies & Procedures
• GDPR Compliance / Data Protection• Continuity of Information Security Management

Read our Case Studies to see how we have offered our Flexible Consulting Framework model to resolve challenges on project delivery and digital transformation. From feasibility, design and contract administration to final completion and handover: complex schedules, current budget and cost overviews, detailed contract management, order and invoice management, fee and risk management 

HOW DADA CAN HELP YOU • Keep mission-critical applications current • Access temporary staff when you need them • Ensure process are performing optimally • Work faster by automating processes • Improve information management • Manage cross-work streams dependencies • Better Project Controls • Establish strategic project control • Leverage new or enhanced ERP systems • Optimal disaster recovery • A low risk choice to implement solutions

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