Summary: Many companies strive to get all ITIL processes to at least a ‘Control’ level of process maturity. This takes time, and for most processes requires major changes to metrics, standards, roles and responsibilities, documentation, and communication and management processes. Gary and Brian will walk through each of ITIL’s Service Support and Delivery processes to provide a high level overview of what being at a ‘Control’ level of maturity means for each one. They will then explain why it’s important for IT companies to aim for the next two levels of process maturity – ‘Integration’ and ‘Optimization’ – and what is involved. This is a must if your IT company is seeking to transition its ITIL goals to more advanced stages. Gary and Brian take you through how to develop your management information framework in order to ensure your process is efficient and effective. This will allow you to make informed decisions on your processes. Remember, if you can’t measure it you can’t manage it!
