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 a