Methodology for measuring the level of maturity of the IT service management system (Case study: State Technology Company)

Creating information technology in the main business strategies of manufacturing and industrial companies and gaining the strategic position of "information technology as a business partner", on the one hand, an opportunity to reduce costs and acquisition time and increase product quality, and on the other hand, a threat to business The company is concerned with the continuity of services and the ability to return after the crisis due to its dependence on IT services. Standards and methods such as IT service management system (based on ISO / IEC 20000-1 or ITIL framework) help to properly manage services and reduce the level of risk resulting from this change in proportion to the level of maturity of the company's IT processes. In the present study, with the method of library studies and case study, while explaining the basic concepts of IT service management system and measuring the level of maturity of processes, the process maturity measurement model for ITIL processes in the company under study and objective and reliable results For companies with a similar background. The results of this study show that out of 30 processes and functions under evaluation, 4 processes of strategy management, operations management, asset management and configuration, testing and validation of the lowest level of maturity and 5 processes of business continuity management, change assessment, knowledge management, supplier management And security management have the highest level of maturity.