As the financial year draws to a close, most organisations are deep in planning mode, reviewing performance, setting goals, and, critically, allocating budgets. But in the rush to fund new initiatives and technology upgrades, there's one strategic investment many overlook: a
formal
ITIL Maturity Assessment.
If your organisation is serious about improving service delivery, reducing operational risk, and maximising the return on IT investments, starting the new financial year with an ITIL Maturity Assessment is one of the smartest moves you can make.
What is an ITIL Maturity/Capability Assessment?
An
ITIL Maturity Assessment is a structured evaluation of how well your organisation's IT service management (ITSM) practices align with the internationally recognised ITIL (Information Technology Infrastructure Library) framework. It objectively measures the effectiveness, efficiency, and maturity of your service management capabilities across key areas such as:
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Incident management
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Change enablement
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Problem management
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Service level management
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Continual improvement
The assessment identifies strengths, gaps, and opportunities for improvement, providing a clear roadmap for elevating ITSM practices and aligning them more closely with business goals.
Why Plan (and Budget) for an Assessment Now?
1. Invest strategically
Without an understanding of your current ITSM maturity, investments in tools, people, and processes can be misplaced. A maturity assessment ensures you are not blindly spending, but strategically investing in the areas that will drive the greatest impact.
2. Evidence-Based Improvement Planning
Boards and executives want to see clear, data-driven reasoning behind major investments. An ITIL Maturity Assessment gives you a credible baseline and actionable recommendations, making it easier to secure buy-in for improvement initiatives.
3. Prioritising What Matters
Budgets are finite. A maturity assessment helps you prioritise where to allocate funds, whether it's enhancing capabilities in change management, strengthening incident response, or investing in new training and certifications to improve your team capability.
4. Preparing for Transformation Projects
Whether it's a cloud migration, automation program, or digital transformation journey, strong service management foundations are critical. An early assessment identifies weak points that could derail larger initiatives and major projects if left unaddressed.
5. Demonstrating Continuous Improvement
Many industries require organisations to demonstrate continual service improvement for compliance, certification, or competitive purposes. An ITIL Maturity Assessment shows a proactive commitment to best practice and operational excellence.
6. Aligning with Global Best Practices
The importance of structured maturity assessments is being recognised at the highest levels. Structured maturity assessments are increasingly recognised by governments as essential tools for organisational improvement.
In the United Kingdom, for example, the Crown Commercial Service (CCS) recently launched the Technical Services 4 (TS4) Framework, which includes a strong emphasis on IT service maturity assessments and improvement planning. Frameworks like TS4 reinforce the growing expectation for public and private sector organisations alike to regularly evaluate and enhance their service management capabilities. Proactively budgeting for an assessment now ensures your organisation is not just following best practice, but staying ahead of it.
These government initiatives underscore the importance of maturity assessments in achieving transparency, efficiency, and accountability.
What Does the Process Involve?
An ITSM Hub assessment typically includes:
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Workshops with key stakeholders
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Document and process reviews
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Surveys or interviews across IT and business units
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A detailed maturity report, including current state analysis, benchmarking, and practical improvement recommendations
Our ITIL Maturity Assessments are tailored to the size, structure, and unique goals of your organisation, ensuring maximum relevance and value.
Proven results across Australian Government Agencies
At ITSM Hub, we have successfully delivered ITIL Maturity Assessments for major Australian government agencies, including:
- Australian Digital Health Agency
- ACT Government
- Department of Health and Aged Care
These assessments have helped agencies benchmark their service management capabilities, identify practical improvement opportunities, and build structured, achievable roadmaps to ITSM maturity.
Set your organisation up for success in 2025/2026
Planning your budget without understanding your current ITSM maturity is like setting off on a road trip without a map. Sure, you'll move, but you risk wasting valuable resources along the way.
Starting the new financial year with an ITIL Maturity Assessment gives you the clarity, confidence, and competitive edge you need to plan smarter and deliver better outcomes.
Talk to us today about booking your ITIL Maturity Assessment, and set your organisation up for success in the year ahead.
ITIL Capability Assessments - FAQ's
What is an ITIL maturity assessment?
It is a structured evaluation of an organisations ITSM practices against the ITIL framework, identifying strengths, gaps and areas of improvement. Read more about the AXLEOS ITIL Maturity Model here
Why is an ITIL maturity assessment important?
It provides a data-driven baseline for smarter IT investments, stronger service delivery and better compliance with industry standards.
How long does an ITIL maturity assessment take?
This depends on the number of practices being assessed, up to 6-weeks is a guide and this includes workshops, documentation reviews, interviews, analysis and delivery of the final report.
What areas are evaluated?
Our ITSM Hub consultant will work with you to decide the final practices to be assessed. They can provide recommendations and advice on practices, including those that are critical/may depend on each other. Key practices include, Incident Management, Change Enablement, Problem Management, Service Level Management and Continual Service Improvement.
How can my organisation prepare?
Prepare by nominating key stakeholders, gathering of process documentation, and ensuring availability for workshops and interviews. ITSM Hub will take you through a kick-off meeting prior to the engagement.
What deliverables will we receive?
A detailed maturity report and exit briefing. Benchmarking may be available along with the option to have the assessment results validated by AXELOS. A Capability Assessment Statement issued is available at additional cost.
Following the delivery of the final report, our Service Improvement Roadmap is an optional and recommended add-on. This service provides you with a practical roadmap for improving your IT service management capabilities. The workshop will help you prioritise the recommendation identified within the assessment.
Ready to improve your ITSM capability?
Talk to us today about scheduling a free 30-min consultation with our Principal Consultant. Set your organisation on the path to success with our ITIL Maturity Assessment.
