Do you know how to measure the maturity of your Service Management processes…?

Feb 9, 2023 | Consulting



All companies are most likely aware of their IT process capabilities. But what is not immediately obvious is whether these processes are operating at their optimum level, or how to make changes to improve their performance. Qualitative measurement is indispensable to good management, especially in today’s competitive environment where IT needs to deliver efficient and cost-effective services to the business.

Pink Elephant’s bespoke service offers an independent, objective assessment of your organisation’s ITSM Process maturity, using ITIL® Best Practices. Whether the driver is internal service improvement, achieving a quality standard, or meeting compliance regulations, having a benchmark of the current maturity state is essential for any improvement programme.


What is a PinkScan?

PinkScan is Pink Elephant’s ITSM Process Assessment and Benchmarking Service. The PinkScan service is based upon a methodology developed by the Carnegie Mellon Software Engineering Institute and it’s the definitive reference in the industry. It’s been used by hundreds of organisations globally of all shapes and in all industry sectors, providing an independent, objective assessment of their ITSM Process Maturity compared with ITIL® Best Practice. The capability maturity model employs a scale of 1 to 5.

Ahead of an assessment, a target benchmark is typically agreed with the customers and once the assessment is complete, a Gap Analysis is performed which highlights priority areas and processes for improvements. Based upon the assessment, a report is produced which provides the baseline maturity level of each process in scope as well as observations of current operations.

The report is the critical output from PinkScan and it contains details recommendations on how to mature your processes and how to demonstrate tangible improvements in service to the business. We will detail what needs to be done to each process to bring it up to the agreed benchmark level. So, for example, if Incident Management scores a 2, and the required benchmark is 3, you will receive a list of action points to raise the level.

In addition, we will also detail ‘quick wins’ – suggestions that you action quickly, at low cost, and which will immediately benefit your customers.

These recommendations should form the basis of any planned Service Improvement Programme or ITIL Implementation project.

The PinkSCAN service is independent of all hardware and software suppliers so there are NO hidden agendas in any of the recommendations. Our sole aim is to improve processes that best benefit the organisation.


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