White Papers
Forrester: Assess the Maturity of Your IT Support Processses
Overview
The efficient and effective delivery of IT services is an obvious goal for every organization. Process models, such as the one documented by the IT Infrastructure Library (ITIL), provide a set of common definitions and descriptions that can be used as a starting point for an improvement program. Likewise, maturity models such as the Capability Maturity Model (CMM) provide a framework to assess the maturity of processes and to establish targets for improvement programs.
Once ITIL has been used to map out where the process should be, CMM can be used to baseline
the existing process. From this point, the organization can implement specific process improvementinitiatives that will move the process from the current baseline toward a fully ITIL-compliant best practice.
| Publisher | FrontRange Solutions | File Format | |
|---|---|---|---|
| Date Published | June 2006 | Downloads | 7 |
| Format | White Papers | ||
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