Beyond theory: governance that delivers results
Maturity measures an organization's ability to deliver predictable outcomes, such as on-time delivery, productivity, quality, compliance and customer satisfaction. As an accredited partner (ACP), Takter does more than apply the official ITIL model: we bring field experience from large implementations in complex environments and connect governance to business KPIs such as ROA and ROE.
- A proven link to organizational success
- Precise identification of areas for improvement
- Formal confirmation of capability (certification)
Service Value System
A comprehensive view of the SVS
The ITIL Maturity Model assesses the five SVS components that underpin value delivery.
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Governance
How the organization is directed and controlled, through the activities of evaluate, direct and monitor.
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Guiding principles
Recommendations that guide the organization in all circumstances, even when goals, strategy or structure change.
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Practices
Sets of organizational resources designed for performing work or accomplishing an objective.
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Service value chain
The operating model: the interconnected activities that deliver a valuable product or service to consumers.
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Continual improvement
A recurring activity, at every level, that keeps the organization's performance in line with stakeholder expectations.
Assessment types
Flexibility to meet your organization's strategic goals.
- Practices only
Capability Assessment
An assessment of one or more ITIL practices, without the SVS analysis. Suited to a focused diagnosis of operational processes.
- Included: Any number of practices
- Not included: No SVS assessment
- Not included: Not eligible for certification
- SVS and up to 6 practices
Maturity Assessment
An assessment of the service value system (SVS) with up to 6 practices. Continual improvement is mandatory.
- Included: SVS and up to 6 practices
- Included: Continual improvement mandatory
- Not included: Not eligible for certification
- SVS and 7 or more practices
Comprehensive Assessment
A full SVS assessment with 7 or more practices, including continual improvement, which is mandatory. It is the only option eligible for official PeopleCert certification.
- Included: SVS and practices
- Included: Continual improvement mandatory
- Included: Eligible for PeopleCert certification
The assessment process
A methodology structured in 4 official phases.
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01
Scope & Plan
Scope, objectives and schedule are defined, and teams are mobilized. Expectations are aligned with stakeholders.
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02
Desk Study
Review of existing documentation: policies, procedures, records and evidence.
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03
Observation
Structured interviews, workshops and direct observation of practices in operation.
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04
Report & Closure
Findings are consolidated into a formal maturity report, with a validation session with leadership.
Business indicators
Impact on business indicators
Research conducted worldwide over the past two decades shows a strong positive correlation between IT governance maturity and key business indicators. The higher the maturity, the more likely you are to achieve your business objectives.
- ROA
- Return on assets
- Greater operational efficiency translates into a better return on assets.
- ROE
- Return on equity
- Strong governance increases investor and stakeholder confidence.
- PPE
- Profit per employee, for commercial IT providers
- Mature processes raise individual productivity.
Success story
Maturity in practice
It gave us a holistic view across our business, helping us improve both how we work and what we achieve.
- Maturity level achieved by one of Latin America's largest banks, with Takter
- 4.0+
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The bank's challenge
Disconnected IT processes, little visibility into compliance and difficulty proving value to the business.
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The solution
A comprehensive assessment and an improvement roadmap focused on automation and ITIL 4 practices.
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The result
Takter turned isolated processes into an integrated service ecosystem and raised maturity from "Managed" to "Quantitative" in record time.
Frequently asked questions
Answers to common questions about the ITIL® Maturity Model.
What do I get at the end of the assessment?
Three deliverables: a detailed assessment report, with an objective score and the gaps found; an improvement roadmap, prioritized by risk and business value; and a formal validation session with leadership to agree on next steps.
How long does a full assessment take?
It depends on the scope. Based on Takter's previous assessments, a typical Capability Assessment takes 2 to 4 weeks. A Comprehensive Assessment can take 6 to 12 weeks, depending on the number of practices and team availability.
Is certification required?
Certification is not mandatory, but it is an official confirmation, issued by PeopleCert, that the organization acts as an effective service provider. To certify, PeopleCert reviews the key findings and evidence and validates the assessment report. Only a Comprehensive Assessment can be certified.
How should I prepare for the assessment?
We recommend appointing an executive sponsor and a technical focal point, gathering the documentation of existing processes, aligning expectations with the teams to be interviewed and choosing the priority practices for the initial scope.
What is the difference between maturity and capability?
A capability assessment looks only at specific practices, without the SVS. A maturity assessment includes the SVS and up to 6 practices, but is not eligible for certification. Only the Comprehensive assessment, with the SVS and 7 or more practices, is eligible for official certification.