Digital Maturity Model

An online tool to navigate the maze of digital transformation

The digital revolution brings significant opportunities and threats, impacting every industry. Communication Service Providers (CSPs) can embrace significant growth opportunities by looking beyond connectivity. At the same time, commoditization and digitalization of connectivity services have created an urgency to dramatically simplify and transform the efficiency of existing business. 

To help TM Forum’s members with navigating this complex digital transformation journey, leading CSPs and global consultancies have worked together in a collaboration project to develop the definitive telecommunications industry standard Digital Maturity Model (DMM). See the model overview below.

Digital Maturity Model Overview

TM Forums Digital Maturity Model offers a practical approach to transformation. It has been crafted over the course of many months by industry thought-leaders. CSPs, technology companies, and global advisory firms that have pooled their knowledge and experience to create a model that can be used to identify possible investment priorities and manage the journey itself, step-by-step.

The model is split into six dimensions:

• Customer – Providing an experience where customers view the organization as their digital partner using their preferred channels of interaction to control their connected future on and offline.
• Strategy – Focuses on how the business transforms or operates to increase its competitive advantage through digital initiatives; it is embedded within the overall business strategy.
• Technology – Underpins the success of digital strategy by helping to create, process, store, secure and exchange data to meet the needs of customers at low cost and low overheads.
• Operations – Executing and evolving processes and tasks by utilizing digital technologies to drive strategic management and enhance business efficiency and effectiveness.
• Culture, People, and Organization – Defining and developing an organizational culture with governance and talent processes to support progress along the digital maturity curve and the flexibility to achieve its growth and innovation objectives.
• Data – Evaluates the organization’s ability both strategically and operationally to ethically and effectively use data and information assets to maximize business value.

With TM Forum’s digital transformation assessment methodology, you can identify where transformation or improvement is needed and where investment is required, by asking people across the entire organization or in selected groups of business and key leaders to assess the company’s maturity in each of these areas.

The model has the flexibility to account for differences in your visions, strategies and business imperatives allowing you to baseline your existing digital maturity capabilities and create a ‘go to’ target level of digital maturity.

Each of these six dimensions contains several sub-dimensions representing different aspects of digital maturity. Each sub-dimension contains criteria statements that can be rated to provide a view of your current level of digital maturity and a target level.

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