Consulting / IT Service Management Consulting Offerings

ITIL® Process Maturity Assessment

A typical ITIL® maturity assessment project involves a meeting with the Sponsor and study of any existing documents. The audit of the existing processes includes interviews and observations. The results of the audit presented to the management include the level of maturity of a process (based on the CMMI scale), the existing gaps, and suggested improvement opportunities based on the level of conformance and business requirements.

The Process Maturity Framework (PMF) forms the basis of measuring process maturity levels. It is a process capability maturity model which aids in the definition and understanding of an organization’s current processes and helps to define targets for improvement. It is important to understand that process maturity has both breadth (how widely is it applied in the organization) and depth (how complete the process is); and thus each level is assessed at five dimensions – Vision & Steering, Process, People, Technology, and Culture. The following are descriptions of the Process Maturity Levels assigned during this Assessment.

Level 1: Initial/Adhoc
The process has been recognized but there is little or no process management and it is allocated no importance, resources or focus within the organization. This level can also be described as "adhoc" or occasionally even "chaotic".

Level 2: Repeatable
The process has been recognized and but allocated little importance, resource or focus within the organization. Generally activities related to the process are uncoordinated, irregular, without direction and are directed towards process effectiveness.

Level 3: Defined
The process has been recognized and is documented but there is no formal agreement, acceptance and recognition of its role within the IT organization 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.

Level 4: Managed
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 processes

Level 5: Optimizing
The process has now been fully recognized and has strategic objectives and goals aligned with the overall strategic business and IT goals. These have now become 'institutionalized' as part of the everyday activity for everyone involved with the process. A self contained continuous process of improvement is established as a part of the process, which is now developing a pre emptive capability.

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