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.

In this episode, Sara and Chris dive into the management practices that are crucial to keep IT services running smoothly: Incident management, Problem management, Monitoring and Event Management, Change Enablement, Release and Deployment.

This episode tackles the ITIL Service Value System (SVS) and the Service Value Chain (SVC). How IT services actually create value instead of just being a cost center.

We’re tackling something every IT service depends on—the 4 Dimensions of Service Management. These are the four key areas that determine whether an IT service runs smoothly or crashes and burns.

In this episode, we’re diving into something that makes ITIL actually work in the real world - The ITIL Guiding Principles, the golden rules of IT service management. These seven principles help businesses make smart decisions, avoid unnecessary headaches, and, most importantly, focus on what really matters.

This episode introduces the key concepts of IT service management in a way that’s engaging, practical, and easy to understand.