8/9/2019 ITIL Process Maturity Framework.ppt
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Rating AttributesResults0 Complete lack of any recognizable
processes, management does not recognize it as a problem and/or
there are no
resources assigned
1 Processes are ad hoc and disorganizedPolicies and plans have
not been formalizedLittle or no authority given to process
ownersLoosely defined roles or responsibilities
Sporadic reports and reviewsCulture is tools and technology
based with astrong focus on activity
Processes follow a regular pattern!efined" documented and
controlled policies" plans" process andprocedures#o clear
ob$ectives or formal targets
Self contained roles and responsibilities
%rregular reporting and reviews&any disparate tools and lac'
of control(he organization culture is product and service
based driven
) Processes are documented and communicated!ocumented and agreed
upon formal ob$ectives*ormal published" monitored and reviewed
plansRegular planned reporting and reviewsClearly defined and well
publicized processes
Clearly defined and agreed upon roles andresponsibilities within
organization*ormalized process training plans(he organization
culture has a formalizedapproach to service and customers
+ Processes are monitored and measured,Clear directions and
alignment with business goals*ormal ob$ectives and targets are
reviewed and progress is
measured-ffective reports are us%ntegrated process plans lin'ed
tobusiness . %( plansed actively by management
Clearly defined process interfaces
anddependenciesResponsibilities and performance metrics are
clearly defined in all position descriptions(he organization
culture has a business focus andunderstanding of the business
view
/ est practices are followed and automated%ntegrated strategic
plans lin'ed with overall business plansell document tool
architecture with complete integration(here is an understanding
throughout the organization on thevalue %( provides to the business
and its role within the business
A continuous improvement attitude with a business focus
Continuous monitoring and measuring" reportingand reviews
Regular reviews and audits for effectiveness"efficiency and
complianceell defined process and procedures are well
imbedded into the corporate culture
ITIL Process Maturity Framework
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