ITSM Elevate: The Digital Maturity Model
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.