The
extent to which a business enterprise is able to exploit IT capabilities to
achieve its business objectives is determined by the maturity of its IT
organization. ITILv3 provides a set of good practices in order to build IT
capabilities so that it is able to deliver what IT organization’s businesses
and / or customers are looking for. IT organizational maturity ranges from just
being a technology shop i.e., Level 1 to become a value-chain value-add partner
i.e., Level 5. In this blog, we will try to gain better insights into what
these levels actually represent. This discussion will help us with future
topics as well.
Here
is my perspective on different levels of organizational maturity.
Level 1 – Technology
IT organizations at “Maturity Level 1 – Technology”
demonstrate the following characteristics:
- Technology
focused and technology aligned
- Lack
of appreciation on which technology components enable which business
services.
- IT
investments are primarily made based on technological aspirations rather
than business enablement and return on investments.
- Technology
domains are managed in technology silos. For example, problems are
prioritized and resolved based on technology focus not because of the
potential impact of these problems on business / customer priorities.
- IT
organizations plan and deliver their services largely in a vacuum without
a comprehensive appreciation of the business needs.
- IT
organizations largely find themselves in ‘reactive’ mode of operating.
Level 2 – Products / Services
IT organizations at maturity level 2 exhibit the following
characteristics:
- IT
organizations understand the products / services that are created /
delivered by their technology components.
- There
is a better understanding of which technology components deliver what
services.
- Organizations
are still largely technology-driven because of lack of business and
customer needs.
Level 3 – Customers
At maturity level 3, IT organizations are able to clearly
understand their customers and what they actually need. At this level of maturity,
IT organizations are able to identify the gaps between the products and / or
services that they produce and the products and / or services that customers
actually need. Based on this, IT organizations are able to improve / define
services such that the actual customer / business needs are met.
Level 4 – Business
With the concrete understanding of 1) technology
capabilities, 2) products and / or services produced, and 3) needs of the
customers and / or businesses, IT organizations are able to run IT as a
business at maturity level 4. Some of the characteristics are as follows:
- IT
organizations clearly understand the market (customers and / or
businesses) that they are trying to service.
- IT
organizations understand its distinctive capabilities and in what services
they are able to provide differentiating services at competitive prices.
- Customers
/ businesses have control over the IT-related costs and what they want
from IT and appreciate the value delivered by IT.
- IT
organization is no longer a ‘cost-center’.
Level 5 – Value Chain
IT
organizations at maturity level 5 clearly understand the value chain i.e., how
do IT services enable business processes and ultimately create value for the
end-customers (customers of your customers and / or businesses). These IT
organizations are able to clearly relate their IT services to business
processes and business products / services. At this level, IT organizations
actually become value-add partners.
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