IT-Supplier Maturity Model

Abstract

IT suppliers which focus on micro, small and medium enterprises do often still deliver their software as on premise solution, thus to install on local servers. In the last few years was accepted by their customers but the affinity to digital services has increased. Today many people use their smartphones, computers or even online storage on a daily bases. Consequently, expectations of software solutions have raised as well. In this paper a model shall be developed which supports IT supplier to assess their own maturity and the ability to support their customers in fulfilling their own customers’ high expectations .The model shall support deciding which areas and attributes shall be analyzed in order to digitalize processes and deliver the services online. Several existing models have been analyzed and the most important areas evaluated. After all, the model which has been developed suggests to analyze nine areas of the organization: strategy, technology, products, people, customer experience, leadership, culture, operations, and governance. For each area a capability level can be achieved for the organization. The new perspective which this model includes is the customer view and his expectations of the service. The same areas are evaluated but from the point of view of the customer and along a different scale, which is a progression scale. The combination of the achievements in the five capability levels and the four progression levels results in a final maturity level which indicates to what extend the IT supplier has digitalized his organization and supports his customers digitalizing their business.