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ITIL Process Maturity Framework

The ITIL Process Maturity Framework provides a scale from 0 to 5 that measures the maturity level of IT processes within an organization. A level 0 organization has no recognizable processes, while a level 5 organization has achieved continuous improvement and full integration of processes. The document also provides descriptions of common attributes and results associated with each maturity level. For example, a level 3 organization has documented, communicated, and monitored processes, but may still lack full integration. Finally, the document includes average maturity scores across 7 key IT processes from a survey of over 100 organizations.

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636 views2 pages

ITIL Process Maturity Framework

The ITIL Process Maturity Framework provides a scale from 0 to 5 that measures the maturity level of IT processes within an organization. A level 0 organization has no recognizable processes, while a level 5 organization has achieved continuous improvement and full integration of processes. The document also provides descriptions of common attributes and results associated with each maturity level. For example, a level 3 organization has documented, communicated, and monitored processes, but may still lack full integration. Finally, the document includes average maturity scores across 7 key IT processes from a survey of over 100 organizations.

Uploaded by

pdsramarao
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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ITIL Process Maturity Framework

Rating

0
1
2

Page 1

Attributes

Results
Complete lack of any recognizable processes, management does not recognize it as a problem and/or there are no
resources assigned
Processes are ad hoc and disorganized
Sporadic reports and reviews
Policies and plans have not been formalized
Culture is tools and technology based with a
Little or no authority given to process owners
strong focus on activity
Loosely defined roles or responsibilities
Processes follow a regular pattern
Irregular reporting and reviews
Defined, documented and controlled policies, plans, process and Many disparate tools and lack of control
procedures
The organization culture is product and service
No clear objectives or formal targets
based driven
Self contained roles and responsibilities
Processes are documented and communicated
Clearly defined and agreed upon roles and
Documented and agreed upon formal objectives
responsibilities within organization
Formal published, monitored and reviewed plans
Formalized process training plans
Regular planned reporting and reviews
The organization culture has a formalized
Clearly defined and well publicized processes
approach to service and customers
Processes are monitored and measured.
Clearly defined process interfaces and
Clear directions and alignment with business goals
dependencies
Formal objectives and targets are reviewed and progress is
Responsibilities and performance metrics are
measured
clearly defined in all position descriptions
Effective reports are usIntegrated process plans linked to
The organization culture has a business focus and
business / IT plans
understanding of the business view
ed actively by management
Best practices are followed and automated
Integrated strategic plans linked with overall business plans
Well document tool architecture with complete integration
There is an understanding throughout the organization on the
value IT provides to the business and its role within the business
A continuous improvement attitude with a business focus

Continuous monitoring and measuring, reporting


and reviews
Regular reviews and audits for effectiveness,
efficiency and compliance
Well defined process and procedures are well
imbedded into the corporate culture

Average Maturity Scores for


over 100 Separate
Organization
Process
Incident/SD
Continuity
Change
Release
Service Level Management
Problem
Configuration

OGC Continual Service Improvement , p106

Rank
2.67
2.42
2.26
2.36
1.96
1.83
1.66

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