• Focus: the main focus is the maturity of the service organisation, not the maturity of individual services, projects or organisational units
• Scope: the model covers the service delivery process
• Objectives:
  • To enable IT service providers to assess their capabilities with respect to the delivery of IT services
  • To provide IT service providers with directions and steps and further improvement of their service delivery
• An organisation that scores high Will be able to:
  • Deliver quality IT services, tailored to the need of its customers
  • Do so in a predictable, cost-effective way
  • Combine and integrate different services, possibly by different service providers, into a consistent service package
  • Continually and sustainably improve service quality in a customer-focused way

  Web Link: http://www.itservicecmm.org

Levels: 1, 2, 3, 4, 5

1- Initial Level

• The IT service delivery process is characterized as ad-hoc and occasionally even chaotic. Few processes are defined and success depends on individual effort an heroics

2 - Repeatable Level

• Basic service management processes are established. The necessary discipline is in place to repeat earlier successes on a similar services with similar service levels

3 - Defined Level

• The IT service processes are documented, standardised, and integrated into standard service processes. All services are delivered using approved, tailored versions of the organisation’s standard service processes

4 - Managed Level

• Detailed measurements of the IT service delivery process and service quality are collected. Both the service processes and the delivered services are quantitatively understood and controlled

5 - Optimizing Level

• Continuous process improvement is enabled by quantitative feedback from the processes and from piloting ideas and technologies

Comparison of ITSCMM to ITIL

• Both are aimed at the domain of IT service management
• ITIL is organised as a framework of best practices organised by different processes
• ITSCMM is organised as an ordered set of key process areas, that provide an improvement path
• ITIL provides more detail on process implementation and process activities
• ITIL defines IT services as services delivered by IT, whereas ITSCMM defines IT services as services delivered by one party to another that maintain, operate or improve the information technology