Gartner Research

Take 5 Steps to Improve I&O Maturity


To support digital business, IT must take a role in the process of the business itself, but many IT departments remain focused on the business of IT. Technical professionals must improve their organization's I&O maturity in order to better respond to business needs and succeed with ITSM initiatives.

Published: 16 October 2017

ID: G00335277

Analyst(s): Jim Burton

Table Of Contents

Problem Statement

  • What Is the Gartner ITScore for I&O Maturity Model?
  • Why Is I&O Maturity Important?

The Gartner Approach

The Guidance Framework

  • Steps for Improving I&O Maturity
  • Step 1: Establish a Baseline for I&O Maturity
    • Assessing Maturity
    • Improving Your I&O Maturity
    • Moving From Level 1 to Level 2
    • Moving From Level 2 to Level 3
    • Moving From Level 3 to Level 4
    • Moving From Level 4 to Level 5
  • Step 2: Improve, Standardize, Integrate and Measure Your Processes
    • Where Does ITIL Fit In?
    • How to Improve Your Processes
  • Step 3: Shift From "Tech-Centric" to "Business-Centric"
    • How to Make the Shift
  • Step 4: Improve Your Service Quality
    • What Successful Organizations Do That You Don't
    • How to Improve Your Service Quality
  • Step 5: Continually Reinvent and Redefine the IT Environment

Risks and Pitfalls

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