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The term Agile ITSM is on everyone’s lips, as the digital market is increasingly evolving and demanding faster responsiveness from companies - and this also applies to IT service management. Meanwhile, agile working philosophy has spread from the software industry to ITSM. IT service management (ITSM) must be updated to continue to generate value in a world where agility is the order of the day and priority is given to the speed to market new services, products, or functionalities. This makes sense, because your company’s IT departments also need to work flexibly and innovatively to support business processes. But how exactly do you implement agile working in IT service management? This paper will attempt to answer this question, by proposing a new maturity framework to improve ITSM service management processes.

TOWARDS AN AGILE ITSM MATURITY FRAMEWORK FOR ORGANIZATIONS : A CASE STUDY