The Touchpaper IT Business Management Maturity Model

During our twenty years in the service management business, Touchpaper has worked with hundreds of organizations across the world to help them achieve the most value possible from their investment in service management technologies.

One thing this has shown us is that while every organization we work with would like to use IT to maximise their potential and to enable them to provide the highest levels of service to their internal and external customers, each progresses at different rates according to their own priorities and goals. 

Using this knowledge and experience, Touchpaper has developed a method that helps all organizations, regardless of size, industry sector, location and stage of organizational evolution, to achieve the best value from technology and excellence in service delivery.  We call it the “IT Business Management (ITBM) Maturity Model”.

The ITBM Maturity model takes an organization through a journey over five defined stages, each with identified organizational goals for provision of the best service management whether it’s for internal customers or employees or for external customers and citizens.  Measured by Key Performance Indicators (a demonstrable way to measure the value that technology brings to the delivery of the key goals), with different approaches for different types of service management, the Maturity Model enables organizations to establish a long term strategy for service management, that can be achieved over a period of time.  For those looking to introduce effective IT Service Management, the stages will include the introduction of ITIL best practices.  If an organization is more focused on external customer service, then relevant industry or organizational service management principles will be used.

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