Not sure if anyone needs this but I thought I would share. This is my ITSM Request Mgmt maturity Model. I have two views of the same model to make it easier to understand. Hopefully this can help others understand where they are and where they want to be with their Service Catalog and Request Mgmt Process.

The white space above the colors represents the amount of room for improvement. Its minimal at Level 1 because most teams are "drowning" in Business As Usual (BAU) work to keep the lights on. And minimal at Level 4 because of the proactive maturity that comes at that level, but still can be improved.

My suggestion is to get as much into a Level 3 maturity in order to keep up with business needs\demands.

The Request Maturity Assessment.xlsx file is a guide to evaluate what maturity level you are likely at through a weighted scoring system.

Side Note: The model takes into account alignment to CSDM service offerings being leverage, since they are manifested as Service Catalog items.

Agility = How effective teams are at that level

Mindset = What teams focus on at that level

Generic SR = Generic Service Requests, catch all catalog items with no real controls

Knowledge = (Data, Information, Knowledge, Wisdom) please see the DIKW Model here