Organizations ITIL Performance Benchmarking Model

ITIL Performance Benchmarking Model

Assess your organization’s use of digital technology with the ITIL Performance Benchmarking Model. Compare your performance with industry peers using a set of benchmark-ready metrics and gain the insight you need to make strategic decisions that help you reach your objectives.

The ITIL Performance Benchmarking Model (ITIL PBM) provides a structured way for organizations to assess how effectively they manage digital technology, using a focused set of benchmark-ready metrics to compare their performance with that of industry peers.

For the 2026 ITIL Performance Benchmarking Report, the model was applied to data contributed by 720 organizations. Its findings offer valuable insight into the current state of digital performance worldwide.

How Can the Model Empower Your Organization?
Understand how effectively digital technology enables business objectives
Strengthen business-IT alignment, resilience, agility and operational effectiveness
Support strategic decision-making with consistent, industry-aligned data
Prioritize improvements based on comparable evidence
The Model’s Key Features
Built on the ITIL objectives cascade, linking strategic business needs to measurable outcomes.
Uses a focused set of 12 key metrics covering four strategic areas: business-IT alignment, resilience, agility, and operational effectiveness.
Provides clear metric definitions, standardized measurement instructions, and guidance for interpreting results.
Ensures cross-enterprise consistency through defined measurement rules, enabling reliable benchmarking.
Can be applied as an internal self-assessment or delivered as an independent assessment by PeopleCert’s Accredited Consulting Partners (ACPs).
What Makes the Model Unique?
Business-aligned
The model focuses on metrics for business outcomes connected with digital technology.
Relevant
It is built on consistently measurable metrics relevant to different organizations.
Integrated
The model is powered by ITIL practice guides and designed to work seamlessly with the ITIL Maturity Model.
Global
It is developed as part of the ITIL framework and trusted by organizations and professionals across the globe.
Holistic
The model covers four strategic focus areas, combining objective and perception-based metrics.
Transparent
It provides clearly defined metrics with transparent measurement rules and analysis guidelines.
Gain Insight into Digital Performance Globally
Participate in developing the industry benchmark
Add your performance data to help the benchmark develop over time! As a contributor, you’ll receive the full 2026 ITIL Performance Benchmarking Report enabling you to put your organization’s digital performance into context, identify improvement opportunities, and compare your results with those of industry peers.
Contribute to the benchmark
Explore our practical guide
Check out our ITIL Performance Benchmarking Model Guide, which introduces you to the measurement framework, key metrics, survey templates, and analysis guidelines. See how to participate in the benchmarking study, how to properly conduct a self-assessment, and ensure your responses align with the benchmarking framework.
Download now
Learn More about the Model
Watch the recording of our dedicated webinar on the ITIL Performance Benchmarking Model to find out what it is, how it works, the metrics that matter, and how it can help you assess your organization’s digital performance.
Want a Tailored Assessment?
Find a consultant
Connect with an Accredited Consulting Partner to discuss your organization’s needs. These trusted consultants will help you assess your performance and identify areas for improvement to enhance efficiency, increase maturity, and drive measurable growth.