A Maturity Model for Analyzing Strategic IT Management from a service perspective

This paper presents the construction of a maturity model for analyzing the strategic IT service management process of internal IT service provider's in early growth stages. This model is presented as an alternative tool for improving the understanding, from an IT service management perspective, of: (i) the strategic IT processes/practices situation in an IT organization, and (ii) facilitate the improvement task of such IT organization. The model construction is done using a combination of best practices of IT service management and IT governance together with characteristics specific to the object under analysis, e.g. internal IT service providers, municipal governments standards. The model uses a wider scope for strategic ITSM, which facilitates its applicability in IT organizations in early growth stages, giving a practical value to the model.