Figure H.1 Process maturity framework
The use of the PMF in the assessment of Service Management processes relies on an appreciation of the IT Organization Growth Model. The maturity of the Service Management processes is heavily dependent on the stage of growth of the IT organization as a whole. It is difficult, if not impossible, to develop the maturity of the Service Management processes beyond the maturity and capability of the overall IT organization. The maturity of the IT organization is not just dependent on the maturity of the Service Management processes. Each level requires a change of a combination of elements in order to be fully effective. Therefore a review of processes will require an assessment to be completed against the five areas of:
· Vision and steering
These are the five areas described within the PMF for assessing process maturity. The major characteristics of each level of the PMF are as follows.
Initial (Level 1)
The process has been recognized but there is little or no process management activity and it is allocated no importance, resources or focus within the organization. This level can also be described as ‘ad hoc’ or occasionally even ‘chaotic’.
Table H.1 PMF Level 1: initial
Repeatable (Level 2)
The process has been recognized and is allocated little importance, resource or focus within the operation. Generally activities related to the process are uncoordinated, irregular, without direction and are directed towards process effectiveness.
Table H.2 PMF Level 2: repeatable
Defined (Level 3)
The process has been recognized and is documented but there is no formal agreement, acceptance or recognition of its role within the IT operation as a whole. However, the process has a process owner, formal objectives and targets with allocated resources, and is focused on the efficiency as well as the effectiveness of the process. Reports and results are stored for future reference.
Table H.3 PMF Level 3: defined
Managed (Level 4)
The process has now been fully recognized and accepted throughout IT. It is service focused and has objectives and targets that are based on business objectives and goals. The process is fully defined, managed and has become proactive, with documented, established interfaces and dependencies with other IT process.
Table H.4 PMF Level 4: managed