A process is doomed if you ever consider it done! Unlike an audit that examines evidence to determine compliance, a process assessment is conducted to evaluate and organizations strengths and weaknesses. The assessor will ensure that this baseline is utilized to identify process improvement opportunities that ensure business outcomes. The ITIL Process Maturity Framework (PMF) was defined specifically for ITSM processes and consists of five levels of maturity. · Level One – Initial At this level there is not a defined process, there are some procedures and few results are retained. · Level Two – Repeatable At this level of maturity there is a recognized process but the objectives are not clear and targets are not formalized. · Level Three – Defined It is at this level of maturity that the process is defined and documented and there are agreed upon targets. · Level Four – Managed A managed process at this level is well defin