Documente Academic
Documente Profesional
Documente Cultură
GB997
Release 17.0.0
July 2017
Notice
This document and translations of it may be copied and furnished to others, and
derivative works that comment on or otherwise explain it or assist in its implementation
may be prepared, copied, published, and distributed, in whole or in part, without
restriction of any kind, provided that the above copyright notice and this section are
included on all such copies and derivative works. However, this document itself may
not be modified in any way, including by removing the copyright notice or references to
TM FORUM, except as needed for the purpose of developing any document or
deliverable produced by a TM FORUM Collaboration Project Team (in which case the
rules applicable to copyrights, as set forth in the TM FORUM IPR Policy, must be
followed) or as required to translate it into languages other than English.
The limited permissions granted above are perpetual and will not be revoked by TM
FORUM or its successors or assigns.
This document and the information contained herein is provided on an "AS IS" basis
and TM FORUM DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED,
INCLUDING BUT NOT LIMITED TO ANY WARRANTY THAT THE USE OF THE
INFORMATION HEREIN WILL NOT INFRINGE ANY OWNERSHIP RIGHTS OR ANY
IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR
PURPOSE.
Table of Contents
Notice.................................................................................................................................... 2
Table of Contents ................................................................................................................ 3
Executive Summary ............................................................................................................ 4
1. Preface .............................................................................................................................. 5
2. Introduction ...................................................................................................................... 6
3. Why a Digital Maturity Model .......................................................................................... 7
3.1. What is a maturity model? .............................................................................. 7
3.2. Why an Industry Aligned Model? .................................................................... 7
4. Structure of the Maturity Model ...................................................................................... 8
4.1. Customer 1.0.0.0 ............................................................................................ 9
4.1.1. Definition ..................................................................................................... 9
4.2. Strategy 2.0.0.0 ............................................................................................... 9
4.2.1. Definition ..................................................................................................... 9
4.3. Technology 3.0.0.0 ....................................................................................... 10
4.3.1. Definition ................................................................................................... 10
4.4. Operation 4.0.0.0 .......................................................................................... 10
4.4.1. Definition ................................................................................................... 10
4.5. Culture, People & Organization 5.0.0.0 ........................................................ 10
4.5.1. Definition ................................................................................................... 10
5. The Digital Transformation Journey ............................................................................ 11
6. Algorithm ........................................................................................................................ 14
7. Acknowledgments ......................................................................................................... 15
8. Administrative Appendix............................................................................................... 23
8.1. Document History ......................................................................................... 23
8.1.1. Version History ......................................................................................... 23
8.1.2. Release History ........................................................................................ 23
Executive Summary
In 2016 the TM Forum membership recognized an emerging need for a non-siloed
Digital Maturity model championed by a neutral party that would allow its users to
assess where they are on their Digital Transformation journey and ultimate to be able
to benchmark themselves against their peers. In response to this realization, TM
Forum conducted a number of workshops to determine the feasibly of building such a
model and willingness of the broader membership to participate. The results of those
workshops was positive and a project was launched in December 2016.
The group quickly settled on 5 main dimensions to build out:
Customer
Strategy
Technology
Operations
Culture, People and Organization
Each of these dimensions is further divided into sub-dimensions to focus on what were
to be determined to the core areas that are critical for digital transformation. Several
criteria for each sub-dimension were then developed to help further explore a
company's maturity regarding specific transformation concerns. Characteristics were
then assigned to each of 5 life cycle phases to help a company objectively determine
where they are in that life cycle. Those values of 1-5 can then be statistically analyzed
in many ways to assess relive maturity within and between organizations.
The actual content of the model is carried in GB977A Digital Maturity Addendum in
excel spreadsheet format for ease of use.
The TM Forum has also developed an APP that can facilitate the collection of data and
some simple analytics and in the future provided bench marking. Details can be found
here: https://www.tmforum.org/digital-maturity-model-metrics/
1. Preface
This document is a guidebook describing the business drivers for developing a Digital
Maturity Model, the approach taken and structure of the Model. The actual content of
the model can be found in GB997A an Excel spreadsheet containing all the
dimensions, sub-dimensions, criteria and attributes with their descriptions. This
document is not intended to describe the APP used to collect data for the model nor
does it describe the bench marking capability provided by the APP or other analytic
tools; that information can be found in the Digital Maturity Model's User's Guide.
2. Introduction
Today, a number of market forces create new opportunities as well as business and
operational challenges. In order to capitalize on these opportunities and overcome
challenges, companies are embarking on complex digital transformation journeys,
encompassing all aspects of their business, to redefine how they operate.
Definitions of each Domain is provided below for illustration purposes of the level of
detail contained in the model.
within the overall business strategy. Success is achieved through continuous planning,
development / execution, monitoring, and assessing its path to achieving its evolving
vision, through ideation & innovation, partnering & ecosystem management, brand
management, market & customer analysis, and strategic management.
There is no one-size-fits all level of digital maturity to be achieved. The Digital Maturity
Model will provide a view across all the dimensions and what you would need to focus
on to have digital maturity across the enterprise. The level to which you need to be
mature in each area is dependent on what you are trying to achieve as a business and
how you plan to execute on that strategy.
While the dimensions, sub-dimensions, and criteria of the Digital Maturity Model should
remain constant, the level to which an organization needs to be mature in each area is
dependent on their strategy, business model, and operating model. Thus, an
organization needs to start with assessing these business components in a top-down
approach.
First, the organization needs to understand the overarching business strategy, around
what the overall focus is for the business. This includes questions such as what their
goals are, where they will play, how they will win and differentiate in chosen markets,
how they will configure to win, and what the priority initiatives will be.
Next, the supporting business model of how the organization will configure the
business to enable the overall business strategy needs to be assessed, including: who
the customers are, what they sell (products, services, delivery model), how they sell
(go-to-market alliances, delivery partners, branding, and talent), and how they
monetize.
Then, the organizations operating model on what the underlying business capabilities
are required to execute against the business strategy and defined business model
need to be analyzed, including what the underlying processes enabling the capabilities
are, who will execute these capabilities, what data / insights are required to manage
the capabilities, and what the underlying technologies to enable the capabilities are.
The funnel-based assessment of the highest level business strategy questions (top of
the funnel) to lower level operating model components (bottom of the funnel) will inform
the organization on which digital capability criteria are more important and time-
sensitive over others. For example, if an organization is highly dependent on partners
for product delivery, then it will be more important for them to focus on having a mature
ecosystem platform compared to another company that operates with fewer go-to-
market partners.
Once the business components have been understood, then the organization can use
the Digital Maturity Model to assess their current state of digital maturity across
dimensions, determine target state objectives and priorities, identify short and long
term goals, and develop a roadmap to guide their digital transformation journey.
In addition, in the market today, organizations are becoming more digital as well as
changing their businesses to obtain competitive edge at the same time, so
organizations need to acknowledge and understand how broader business changes
and digital transformations are interdependent and plan for transformation initiatives
accordingly.
6. Algorithm
The model currently uses a simple average of scores of the each characteristic to
determine the relative maturity of a given sub-dimension. The maturity score for a
given sub-dimension is the sum of the criteria scores divided by the count of the
characteristics. This will result in a number from 1-5.
USAGE NOTE: When scoring the model if a specific User does not feel qualified
to provide an answer they should not score the section and leave the values 0, in
this way the overall averages of the organization will not be impacted and the
various scores can be rolled up and accurately reflect the organization's
evaluation.
Currently the tool that supports the model captures a relative importance of the
characteristic as well. The average of this number is used control the width of each
sub-dimensions in an attempt to show relative importance.
The tool provides some limited tools to evaluate the results of the use of the model,
however an excel version of the cumulative results of the survey is provided so each
user can use the tools of their choice for more in depth analysis. A full description of
this capability is provided in the User's Guide.
7. Acknowledgments
Project Leads
Hong Julie Deloitte
Bush Jamie Deloitte
Reviewers
A. Otchere Emmanuel Huawei Technologies Co. Ltd
Abdur Rahman Wyne Khawaja ZTE Corporation
Acheampong Sam TM Forum
Allom Jeff SingTel Optus
Alshamrani Mohammed Saudi Telecom Company
Alvarenga Ricardo Telefonica Global Technology SA
Amatya Sugandha Ncell
Anaya Alfred TM Forum
Anderson Chris Deloitte
Arora Nidhi Deloitte
Baccichet Alain Videotron G.P.
Balabanov Ivan Ericsson Inc.
Banerjee Chandan Tech Mahindra Limited
8. Administrative Appendix
This Appendix provides additional background material about the TM Forum and this
document. In general, sections may be included or omitted as desired; however, a
Document History must always be included.