A Digital Maturity Model is a framework that helps organizations assess and benchmark their progress in digital transformation (the digital strategy in ITSM/ITIL® 4) across multiple dimensions. It typically defines progressive stages of maturity—from initial ad-hoc digital efforts to fully optimized capabilities—enabling businesses to evaluate their current state, identify gaps, and create targeted roadmaps for advancement. The model examines capabilities across key areas including strategy, customer experience, operations, technology infrastructure, data analytics, and organizational culture, recognizing that true digital maturity requires holistic transformation rather than merely implementing new technologies.

This is the final episode of our ITIL 4 Unplugged series, wrapping it all up with three critical ITIL practices: Service Request Management, Service Level Management, and Information Security Management. Sarah and Chris briefly touch on Capacity, Availability, and IT Service Continuity Management, as they all contribute to maintaining strong service levels.

This episode covers the ITIL practices that keep IT sustainable in the long run. We are talking about Service Configuration Management, Continual Improvement, IT Asset Management, and Supplier Management.