Model Concept to Determine the Optimal Maturity of IT Service Management Processes

Mature processes allow the provision of high quality services at competitive cost. However, the highest level is not generally desirable for each process, because the development and continuation of mature processes requires expenditures. Thus, the level of maturity has to be determined in a case dependent manner. This with regard to minimize the total cost of running IT Service Management (ITSM) processes. This paper presents a model-based concept that offers support in determining the optimal maturity for ITSM processes. It is intended for application in an IT operations field wherein the ISO 20000 standard is relevant. The validation process is supported by a prototype created in Mat lab-Simulink. In order to allow further validation, the model concept was implemented as java desktop application that successfully passed a conducted use case validation.