One of our unstated goals at BSMReview.com is to create a maturity model for Business Service Management and beyond. Of course, this maturity model may differ slightly by industry, but the idea is to create a model which is good enough to create a "common roadmap" for IT and its business partners (yes, we will include cloud services).
To start the discussion, I've brought together some of the traditional thinking from IT 1.0, and some "edge insights" from people like JSB.
To start, let's look at Gartner's IT Management Process Maturity Model from 2005. Looks familiar, doesn't it? What should Level 5 and Level 6 look like?
For nGenera, a few years ago, Vaughan Merlyn created a different sort of maturity model based on demand and supply:
Business demand is also a function of IT supply - low supply maturity will constrain business demand. For example, an IT infrastructure that is unreliable and hard to use will tend to dampen the business appetite to leverage IT for business innovation and for collaboration with customers and partners. Typically, if business demand gets too far ahead of IT supply, there will be a change of IT leadership. On the other hand, if IT supply gets too far ahead of business demand, IT will be seen to be overspending, resulting in a change of IT leadership. The most common patterns are that at Level 1, business demand leads IT supply; in Level 2, IT supply tends to 'catch up' with and overtake demand, and in Level 3, demand and supply are closely aligned. From the perspective of late 2007, we see the majority of companies at mid-Level 2, some at high Level 2, and a minority at either low Level 3 or high Level 1. Why are so many at mid-level 2, and seem to be struggling to get to the next level?Good question. Any ideas?
Then there's Accenture's Service Management Maturity model from their ITILv3 practice - they rightly state that ITILv3's focus is on business results; hence their advocacy for adoption:
At Deloitte, JSB and Tom Winans have built an interesting map for "autonomic computing" which is focused on the direction of IT's evolution. It's part of a series of papers on cloud computing. It's a technology maturity model, if you will:
Finally, I borrowed this SOA Maturity model from Infosys:
Taken together, we have enough food for thought and discussion, don't you think? I have this silly notion that a business service management maturity model must begin and end not with IT but the business. And cloud computing will certainly play a giant role in this transformation from physical datacenter to cloud service grids. And of course we'll still have to worry about compliance and security.
Once again, I'll defer to the JSB and Winans vision for the future. After we get to autonomic computing, then comes the service grid:
If I understand correctly, here's what they're saying: technology platforms will be business platforms.
With that, let's ask once more: what does a Business Service Management Maturity Model look like to you?
HP has an ITIL-view which is evolutionary:
IBM gives us a look at a maturity model developed by Macehiter Ward-Dutton: