ITSM Process Maturity PinkScan

All companies are most likely aware of their IT process capabilities. But what is not immediately obvious is whether these processes are operating at their optimum level, or how to make changes to improve their performance. Qualitative measurement is indispensable to good management, especially in today’s competitive environment where IT needs to deliver efficient and cost-effective services to the business.

Pink Elephant’s bespoke service offers an independent, objective assessment of your organisation’s ITSM Process maturity.

Whether the driver is internal service improvement, achieving a quality standard, or meeting compliance regulations, having a benchmark of the current maturity state is essential for any improvement programme.

PinkScan creates a target benchmark (agreed with the client) for each area and then performs a comprehensive assessment. The gap between the benchmark and the current state of the service, or the Gap Analysis, then highlights which areas and processes need to be prioritised for improvement. More details about what the service involves can be found below.

The PinkScan Maturity Model

PinkScan uses a maturity scale of 1-5, based on the Capability Maturity Model developed by the Carnegie Mellon Software Engineering Institute. The CMM model of expressing process maturity has become the definitive reference in the industry, and Pink Elephant was the first organisation to specifically use CMM to assess IT Service Management processes.

The PinkScan Service Procedure

The standard PinkScan assessment service provides a baseline of the maturity of ITSM processes and allows informed decisions to be made to drive continual service improvement.

Once the target benchmarks are agreed between the Pink Elephant consultant and the client, the ITSM Process Assessment is conducted through structured interviews with operational and strategic members of staff.

A view of the IT service management organisation is obtained and the cultural climate considered. Based upon the interviews, our experience and extensive ITSM knowledge base, an assessment report is produced which provides the baseline maturity levels of each process in scope and observations of current operations.

The aforementioned Gap Analysis highlights priority areas and processes for improvement.

The report is the critical output from PinkScan. We will detail what needs to be done to each process to bring it up to the agreed benchmark level. So, for example, if Incident Management scores a 2, and the required benchmark is 3, you will receive a list of action points to raise the level.

In addition, we will also detail ‘quick wins’ – suggestions that you action quickly, at low cost, and which will immediately benefit your customers.

These recommendations should form the basis of any planned Service Improvement Programme or ITSM Implementation project.

The PinkSCAN service is independent of all hardware and software suppliers so there are NO hidden agendas in any of the recommendations. Our sole aim is to improve processes that best benefit the organisation.