ITSM Continual Service Improvement

Most ITSM process maturity models are descriptive in nature but there are 2 models prescriptive enough worth mentioning: CMMI and COBIT4.1 PCCM. While CMMI is a formal SEI appraisal process, the COBIT4.1 PCCM is a model organization can use to self assess their ITSM maturity.

Alas, COBIT5 took out the COBIT4.1 Process Capability Maturity Model and replaced it with the not so popular COBIT Assessment Programme. As I publish this page, the COBIT5 Maturity Assessment Model is yet out so technically COBIT 4.1 PCCM is not obsolete yet. :)

Regardless, I think the general approach in this solution is still valid despite the significant changes within COBIT5. 

Here is a presentation on how the solution works and a sample of the tool for Incident and Change.

Updated: July 2012

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