IT Service Management

Service Maturity

When we think about market disruption, we don’t usually think about service maturity. The reality is, for an enterprise to grow and disrupt the market, there needs to be an end-to-end view as to how the business is enabled. IT has always been a significant enabler of business, constantly evolving and adding value while containing costs.

Each time we are faced with disruption due to market forces or technological advancements, we are pushed to begin a new journey. These days, digital transformation is the biggest driver for investment in IT. This has led to IT’s new operating model, featuring new development capabilities, leveraging new supplier relationships, process efficiencies, and the need to improve continuously.

These IT services can certainly reduce complexity and cost and increase speed, but there are several underlying constraints in key areas such as tech skills, operational efficiencies, and the machine-first approach. As much as technology has evolved, the fundamentals of people, process, and tools remain unchanged, and this is where service maturity is essential. Building a robust fundamental operating model allows IT to evolve with minimal disruption.

A consistent focus on service maturity not only helps to improve the level of efficiency of your organization but also increase the speed of IT. As a service provider, the IT function must endeavor to improve its service strategy, service design, and service operations continuously in alignment with the project management office and IT governance organizations. Mature service delivery is based on the IT service management (ITSM) discipline with well-defined ITIL processes, and when done right will enable IT to accelerate the business.

IT service management is the foundation of the IT operating model. IT’s value to the business is in its proficiency in service and product management. The organization needs to be effective in how services are planned, built, operated and managed. Running IT efficiently is table stakes. The IT operating model has new meaning and requires evolving the model to its most efficient state.

What are the benefits of IT service management process maturity?

  1. Increases IT’s value to the business model
  2. Enables the organization to be much more agile and reactive to market forces and technology disruption
  3. Maximizes process efficiencies influencing speed to market
  4. Broadens capabilities by leveraging multi-supplier innovation and technologies
  5. Brings new solutions and value to the business versus being solely driven by the business
  6. Redirects subject matter experts to focus on innovation, freeing them from operational constraints

What we do

WGroup consultants assess the IT operating model end-to-end from the front door of the business to the backend of IT’s product lifecycle management capabilities. We provide a detailed evaluation along with a roadmap guiding you to a more mature and modernized operating model. Each strategic roadmap is custom-designed to an organization’s unique makeup and needs. We employ a stepwise framework for action and a speed-to-value approach so that you can achieve incremental benefits in the least amount of time.

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Featured Expert

Featured Expert - Rick Letourneau

Rick Letourneau

Managing Principal
Rick has over 30 years of experience leading organizational IT transformational projects, including major engagements with several Fortune 50 companies. Read More


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