Process Maturity Framework (PMF)

Process Maturity Framework (PMF) - Part 2

In one of my previous blogs I wrote about the ‘Process Maturity Framework”. (Appendix H pg 263 from the V3 ITIL Service Design Book). I mentioned that you can utilize this framework to measure your Service Management processes individually or your Service Management program as a whole.

With this discussion I would like to speak to the five areas that the assessment should be completed against at each level. The five areas are:

Vision and Steering
Process
People
Technology
Culture

Initial (Level 1)

Vision and Steering: Minimal funds and resources with little activity. Results temporary, not retained. Sporadic reports and reviews.
Process: Loosely defined processes and procedures, used reactively when problems occur. Totally reactive processes. Irregular, unplanned activities.
People: Loosely defined roles or responsibilities.
Technology: Manual processes or a few specific, discrete tools (pockets/islands).
Culture: Tools and technology based and driven with strong activity focus.

Repeatable (Level 2)

Vision and Steering: No clear objectives, irregular unplanned activities, reporting and reviews. Funds and resources available.
Process: Defined processes and procedures. Largely reactive process. Irregular, unplanned activities.
People: Self-contained roles and responsibilities.
Technology: Many discrete tools, but a lack of control. Data stored in separate locations.
Culture: Products and service-base and driven.

Defined (Level 3)

Vision and Steering: Documented and agreed formal objectives and targets. Formally published, monitored and reviewed plans. Well funded and appropriately resourced. Regular, planned , reporting and reviews.
Process: Clearly defined and well-publicized processes and procedures. Regular, planned activities. Good documentation. Occasionally proactive process.
People: Clearly defined and agreed roles and responsibilities. Formal objectives and targets. Formalized process training plans.
Technology: Continuous data collection with alarm and threshold monitoring. Consolidated data retained and used for formal planning, forecasting and trending.
Culture: Service and customer oriented with formalized approach.

Managed (Level 4)

Vision and Steering: Clear direction and business goals, objectives and formal targets, measured process. Effective management reports actively used. Integrated process plans linked to business and IT plans. Regular improvements, planned and reviewed.
Process: Well-defined processes, procedures and standards, included in all IT staff job descriptions. Clearly defined process interfaces and dependencies. Integrated Service Management and systems development processes. Mainly proactive process.
People: Inter- and intra-process team working. Responsibilities clearly defined in all IT job descriptions.
Technology: Continuous monitoring measurement, reporting and threshold alerting to a centralized set of integrated toolsets, databases and processes.
Culture: Business focused with an understanding of the wider issues.

Optimizing (Level 5)

Vision and Steering: Integrated strategic plans inextricably linked with overall business plans, goals and objectives. Continuous monitoring, measurement, reporting alerting and reviews linked to a continual process of improvement. Regular reviews and or audits for effectiveness, efficiency and compliance.
Process: Well-defined processes and procedures part of corporate culture. Proactive and pre-emptive process.
People: Business aligned objectives and formal targets actively monitored as part of the everyday activity. Roles and responsibilities part of an overall corporate culture.
Technology: Well-documented overall tool architecture with complete integration in all areas of people, processes and technology.
Culture: A continual improvement attitude, together with a strategic business focus. An understanding of the value of IT to the business and its role within the business value chain.

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What Is A Service Offering?

The ITIL 4 Best Practice Guidance defines a “Service Offering” as a description of one or more services designed to address the needs of a target customer or group. As a service provider, we can’t stop there! We must know what the contracts of our service offering are and be able to put them into context as required by the customer. Let’s explore the three elements that comprise a Service Offering. A “Service Offering” may include: Goods, Access to Resources, and Service Actions 1. Goods – When we think of “Goods” within a service offering these are the items where ownership is transferred to the consumer and the consumer takes responsibility for the future use of these goods. Example of goods that are being provided in the offering – If this is a hotel service then toiletries or chocolates are yours to take with you. You the consumer own these and they are yours to take with you. ...

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