LSE’s core ITSM processes underwent a PinkScan™ – an independent, objective assessment of ITSM process maturity (as compared to ITIL™ best practices) that provides a baseline to enable future improvements. The PinkScan™ involved interviews and workshops with all relevant personnel and senior management to obtain an overall view of the IT structure and service roadmap.
This then identified potential issues or ideas for improvement that may otherwise have been missed. PinkScan™ uses a maturity scale of 1–5, based on the Capability Maturity Model (CMM) developed by the Carnegie Mellon Software Engineering Institute. Pink Elephant was the first to specifically use CMM to assess ITSM, and it has since become the definitive reference in the industry.