Organizations ITIL Performance Benchmarking Model

ITIL Performance Benchmarking Model

Turn performance insights into organizational growth
Discover how the ITIL Performance Benchmarking Model enables your organization to assess how effectively digital technology supports business performance and benchmark results against industry peers using a structured, standardized measurement framework.

Gain practical insight into how the benchmarking study works and how the organizations can contribute.
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The ITIL Performance Benchmarking Model (ITIL PBM) provides a structured way for organizations to assess how effectively they use and manage digital technology, using a focused set of benchmark-ready metrics to compare performance with industry peers.

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.
Participate in the ITIL Performance Benchmarking Study
Assess your organization’s performance
Take part in the first international ITIL Performance Benchmarking study to help establish industry benchmarks for digital technology management. Participants will receive the full benchmarking report and insight into how their organization compares with industry peers across key strategic focus areas.
Take the survey
Want to learn more?
To support informed and seamless participation, download the ITIL PBM guide to discover the measurement framework, metric definitions, survey templates, and analysis guidelines. The guide outlines the required data inputs and helps ensure your responses align with the benchmarking framework.
Download now