Can You Really Get ITIL Out of the Box?

Step 3 — Create a Capability Maturity Model (CMM)

You need to establish a model that defines your organization’s maturity level with respect to process management. One such model is the Capability Maturity Model (CMM), developed initially in the mid-1980s by the Software Engineering Institute (SEI) at Carnegie Mellon University in Pittsburgh. As Figure 7 shows, the CMM defines five evolutionary phases that describe maturity growth in managing processes.

Step 4 – Perform Gap Analysis

Using the maturity model, first determine the maturity level your organization has reached for each of the processes that you have defined. Then, identify the maturity level that you want to achieve. This will tell you how closely you are aligned with ITIL processes and where you have to modify your processes to bring them into closer alignment.