Maturity in IT Service Management: A Longitudinal Study

The Information Technology (IT) market represents USD 2,23 trillion worldwide. Of these, about 50% refers to software and IT services. Productivity and quality are fundamental for the growth of this sector. The MRMPS-SV model represents a way to lead process improvement in the IT services segment, allowing a gradual evolution of the organization through levels of maturity. However, no studies were found that indicate actual improvements with its use. The objective of this study was to understand the benefits achieved by companies using MR-MPS-SV as a reference and to identify the main difficulties faced during the implementation and maintenance of the improvement program. The study was based on a survey conducted on the officially assessed companies. The results point to significant improvements in productivity, quality of service, the organization's image, and profitability.