Have you considered what distinguishes market leaders from other companies?
The answer is simple: They have the maturity to execute and achieve results.
Remarkably, many companies lack the maturity in some essential capabilities. This lack of maturity inhibits their ability to execute service initiatives and diminishes their ability to maximize service outcomes.
To be a technology services leader you must excel at the following six service capabilities:
- Strategy – The means to create a plan to describe what the service organization wants to accomplish and how it prioritizes initiatives and allocates resources to achieve outcomes.
- Programs – A portfolio of service programs to establish customer expectations and define how companies monetize service delivery.
- Team – The ability to organize the right people, in the right roles, to do the right things, cooperatively.
- Process – Defined activities and actions necessary to achieve desired service outcomes efficiently.
- Technology – Enabling tools to innovate, automate, and scale service delivery cost effectively.
- Insights – Defined service metrics, access to necessary data inputs, and the capacity to improve based on data analysis.
Service Capability Maturity Score
In a recent study we found that the overall maturity score across all service capabilities is 56%.
This means that the typical company has only slightly more than half of the capabilities of a market leader.
Median industry capability scores for each core service capability are noted in the chart below.
Many companies have well-established capabilities, others are developing, but few are classified as market leaders.
