In this assessment process an IT service organization’s maturity and capability are ascertained on the basis of the five-step ITIL Process Maturity Model (PMM). The ITIL Process Maturity analysis is conducted in the form of interview with key individuals based on a structured questionnaire. The analysis contains assessments of the maturity, integrity and management of all processes and evaluates the aspects of technical process support. The analysis also provides soundly-based information on each function and process in the benchmark for the standard ITIL. The risks, if there are any on the current process level, are highlighted and specific proposals for action to improve the situation formulated. The measures necessary for closing the gaps which have been discovered are also identified, evaluated and put forward with an implementation order of priority.