Knowing where you are is the first step to knowing where you're going. This framework helps assess the ITSM maturity level of your operation and define concrete next steps.
The 5 maturity levels
Level 1 – Ad-hoc
There are no defined processes. Each technician solves problems in their own way. No metrics, no SLA, no documentation.
Symptoms: constant firefighting, rework, dissatisfied users with no data to prove it.
Level 2 – Repeatable
Basic processes exist but are not formalized. Some flows work by habit, not by design.
What to do: implement an ITSM tool (GLPI), document the main flows, define initial SLAs.
Level 3 – Defined
Documented processes followed consistently. ITSM tool in use with categories, rules and SLAs.
What to do: add automation (ticket distribution, notifications), implement a knowledge base, collect metrics.
Level 4 – Managed
Metrics collected and analyzed regularly. Data-driven decisions. SLAs consistently met.
What to do: implement problem management, change management, executive dashboards, continuous improvement.
Level 5 – Optimized
Continuous improvement based on data. Advanced automation. Proactive prevention. IT generates value for the business.
What to do: AI for predictive analytics, end-to-end integration with the business, SSC (Shared Services Center).
Quick assessment checklist
- Do you have an ITSM tool? (yes = level 2+)
- Are your processes documented? (yes = level 3+)
- Do you collect and analyze metrics regularly? (yes = level 4+)
- Are decisions based on data, not perception? (yes = level 4+)
- Do you have an active continuous improvement program? (yes = level 5)
Next step
Assess your current level and focus on the actions for the next level. Do not try to skip stages – each level builds on the previous one. If you are at level 1-2, start with implementing GLPI and basic configuration.
