The ITIL Maturity Model
What the ITIL Maturity Model Is
The ITIL Maturity Model is a framework and assessment tool to help organizations assess and improve digital product and service management capabilities.
It is grounded in ITIL principles but remains flexible for organizations not formally adopting ITIL.
The model addresses two core questions:
- How effectively does the organization manage digital products and services?
- How well does the value system enable value creation?
The framework evaluates both individual management practices and the broader maturity of product and service management systems.
How the Model Is Designed
Two assessment dimensions structure the approach:
Capability Assessments
These evaluate performance of specific management practices across five levels, progressing from informal/intuitive (Level 1) to continually improving/optimized (Level 5).
Maturity is not only about using ITIL -- it is about how effectively organizations manage and improve digital products and services.
What the Model Helps Organizations Do
- Identify strengths and weaknesses in individual practices and broader systems
- Plan targeted improvements using evidence-based criteria
- Monitor progress over time with measurable metrics
- Benchmark against other organizations
- Obtain external validation through certification
Key Benefits
- Objective insight: Structured criteria and evidence support repeatable assessments
- Tailorable: Organizations can focus on specific practices aligned with business goals
- Strategic alignment: Assessment scope connects to broader business strategy
- Continual improvement: Embeds ongoing measurement and evolution
Types of Assessment
| Assessment Type | Focus | Typical Use |
|---|---|---|
| Comprehensive | Practices and value system maturity | Strategic transformation; formal certification |
| High-level maturity | Value system maturity only | Initial diagnosis; governance alignment |
| Selected practices | Individual practice capabilities | Tactical improvement of specific practices |
Using the Model in Practice
Official Practice Guides contain capability criteria for individual practices and self-assessment guidance. Consult official ITIL resources for the latest details.