ITSM Benchmarking – Your Chance to Get Involved

Key Takeaways

• 2022 Axelos report relied on self‑rated ITSM success
• Subjectivity limited cross‑company performance insight
• PeopleCert model adds outcome‑focused metrics
• Includes standardized incident rate and resolution formulas
• Offers 25‑practice maturity self‑assessment

Pulse Analysis

IT service management (ITSM) benchmarking has long struggled with inconsistency, as the 2022 Axelos study demonstrated. While the report highlighted adoption levels for core ITIL practices, its reliance on self‑scored "working well" versus "needs improving" introduced a high degree of subjectivity. Organizations could claim success based on internal perceptions, making it hard for executives to gauge true operational health or compare against peers. This gap left many IT leaders uncertain about the ROI of their ITIL training and tooling investments.

PeopleCert’s new ITIL Performance Benchmarking Model tackles these shortcomings by introducing a structured, outcome‑centric framework. Instead of merely cataloguing which practices are in place, the model quantifies business impact through metrics such as SLA compliance rates, management satisfaction scores, incident per user ratios, and on‑time resolution percentages. Each metric comes with a clear calculation method, reducing interpretation variance and aligning IT performance directly with digital product delivery goals. The inclusion of a 25‑practice maturity self‑assessment further refines the picture, letting organizations track progress from ad‑hoc to continuously improving stages.

For enterprises, adopting this benchmark offers tangible benefits: a data‑driven view of service effectiveness, actionable insights for continuous improvement, and a credible comparison against industry peers. By participating in PeopleCert’s baseline data collection, firms receive a comprehensive report that highlights strengths, gaps, and priority actions. In a market where digital experiences drive revenue, such objective benchmarking becomes a strategic asset, helping IT leaders justify spend, optimize processes, and ultimately deliver better outcomes for the business.