WP Maturity Assessment Unlocking The Value PDF

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ITSM Maturity Assessment ITSM Maturity Assessment ITSM Maturity Assessment ITSM Maturity Assessment
Unlocking the Value Unlocking the Value Unlocking the Value Unlocking the Value

Michael Davies
ProActive Services

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WHI TE WHI TE WHI TE WHI TE PAPER: PAPER: PAPER: PAPER:
Maturity Assessments: Un!"#in$ t%e &aue Maturity Assessments: Un!"#in$ t%e &aue Maturity Assessments: Un!"#in$ t%e &aue Maturity Assessments: Un!"#in$ t%e &aue

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About the Author: Michael Davies
M,1hael ha+ 7ore tha "0 3ear+ e42er,e1e , I' ad 2la3ed a 8e3 role, a+ 2art o9 0roA1t,ve, , ,trodu1,- the I'IL ,to Au+tral,a6 He
ha+ 2rov,ded 1o+ult,- ad tra,,- +erv,1e+ to 7a3 1l,et+ , Au+tral,a, Ne. /ealad ad Ch,a over the la+t )$ 3ear+, -a,,-
,+,-ht ,to ho. d,99eret or-a,+at,o+ are 2utt,- the I'IL -u,da1e ,to 2ra1t,1e6 He ha+ 2re+eted re-ularl3 at 1o9ere1e+ o
I'SM ad related to2,1+, 2art,1,2ated , 2ael +e++,o+ ad ru 1o9ere1e .or8+ho2+6 He ,+ a ISEB e4a7,er 9or I'SM ad a Fello.
o9 the Br,t,+h Co72uter So1,et3 ad the I+t,tute o9 I' Serv,1e Maa-e7et6

Intr!'u"ti!n an' ()er)ie* Intr!'u"ti!n an' ()er)ie* Intr!'u"ti!n an' ()er)ie* Intr!'u"ti!n an' ()er)ie*++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++ 3 33 3
IT In,rastru"ture -i.rary /ITI-0 &ie* ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 3
1!ntr! (.2e"ti)es ,!r IT an' Reate' Te"%n!!$y /1(3IT0++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 4
IS(5IE1 15504: Pr!"ess Assessment 1!nte6ts ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 4
W%y Maturity Assessment is nee'e'+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 4
A S%!rt Hist!ry !, ITSM Maturity Assessment A S%!rt Hist!ry !, ITSM Maturity Assessment A S%!rt Hist!ry !, ITSM Maturity Assessment A S%!rt Hist!ry !, ITSM Maturity Assessment ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ +++++++++++++++++++++++++++++++ +++++++++++++++++++++++++++++++ +++++++++++++++++++++++++++++++ 5 55 5
T%e SEI 1a7a.iity Maturity M!'e /1MM0++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 5
T%e 11TA 3en"%mar#in$ M!'e +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 6
(81 Se,9Assessment T!! +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 6
Stren$t%s an' Wea#nesses Stren$t%s an' Wea#nesses Stren$t%s an' Wea#nesses Stren$t%s an' Wea#nesses !, Eary Maturity M!'es !, Eary Maturity M!'es !, Eary Maturity M!'es !, Eary Maturity M!'es++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ +++++++++++++++++++++++++++++++++++++++++++++++++++ +++++++++++++++++++ +++++++++++++++++++ +++++++++++++++++++ : :: :
M!)in$ ;!r*ar' M!)in$ ;!r*ar' M!)in$ ;!r*ar' M!)in$ ;!r*ar' < << < T%e E6ten'e' Pr!"ess Maturity ;rame*!r# T%e E6ten'e' Pr!"ess Maturity ;rame*!r# T%e E6ten'e' Pr!"ess Maturity ;rame*!r# T%e E6ten'e' Pr!"ess Maturity ;rame*!r# ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++ ++++ ++++ ++++ 8 88 8
1%aen$es+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 8
T%e IT (r$anisati!na 8r!*t% M!'e ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 8
T%e Pr!"ess Maturity ;rame*!r#+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ =
Pr!A"ti)e>s E6ten'e' PM; /E9PM;0 ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ =
Startin$ t! Un!"# t%e &aue Startin$ t! Un!"# t%e &aue Startin$ t! Un!"# t%e &aue Startin$ t! Un!"# t%e &aue ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ +++++++++++++++++++++++++++++++++++++++++++++++++++++++ +++++++++++++++++++++++ +++++++++++++++++++++++ +++++++++++++++++++++++ 10 10 10 10
Im7r!)in$ an' Aut!matin$ t%e E Im7r!)in$ an' Aut!matin$ t%e E Im7r!)in$ an' Aut!matin$ t%e E Im7r!)in$ an' Aut!matin$ t%e E9 99 9PM; PM; PM; PM; ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++ ++++++++ ++++++++ ++++++++ 11 11 11 11
3ene,its+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++11
1!ntinuin$ t! Un!"# t%e &aue 1!ntinuin$ t! Un!"# t%e &aue 1!ntinuin$ t! Un!"# t%e &aue 1!ntinuin$ t! Un!"# t%e &aue++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ +++++++++++++++++++++++++++++++++++++++++++++++++++ +++++++++++++++++++ +++++++++++++++++++ +++++++++++++++++++ 1? 1? 1? 1?
Un!"#in$ t%e &aue in a S7e"i,i" Pr!"ess+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++1?
Un!"#in$ &aue a"r!ss t%e (r$anisati!n ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++1?
An E6am7e !, PM; Maturity ,!r a @imensi!n < Pe!7e++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++13
3en"%mar#in$+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++13
1!n"usi!n 1!n"usi!n 1!n"usi!n 1!n"usi!n++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++ ++++++++++++++++++ ++++++++++++++++++ 14 14 14 14
A.!ut Pr!A"ti)e Ser)i"es A.!ut Pr!A"ti)e Ser)i"es A.!ut Pr!A"ti)e Ser)i"es A.!ut Pr!A"ti)e Ser)i"es ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++ 14 14 14 14

A ?01? Pr!A"ti)e Ser)i"es Pty -t'
ITI-B is a re$istere' tra'emar# !, t%e 1a.inet (,,i"e in t%e UC an' !t%er "!untries+
Pr!A"ti)e en"!ura$es res7!nsi.e 7rintin$: 1!nsi'er re"y"e' 7a7erD 7rint 'u7e6 E !ny 7rint *%at y!u nee'+

3

0roA1t,ve e1oura-e+ re+2o+,ble 2r,t,-: Co+,der re131led 2a2er,
2r,t du2le4 5 ol3 2r,t .hat 3ou eed6
Introduction and Overview
I' Serv,1e Maa-e7et :I'SM; 7atur,t3 a++e++7et+ have bee aroud 9or over te 3ear+ ad 7a3
or-a,+at,o+ have u+ed the7 over that t,7e a+ 2art o9 a overall ,,t,at,ve to ,72le7et -ood
2ra1t,1e6 Ho.ever, ,t ,+ l,8el3 that , 7a3 1a+e+, the 9ull bee9,t+ o9 7atur,t3 a++e++7et are ot be,-
real,+ed6 So7et,7e+ there ,+ a v,e. that a++e++7et+ are <u+t 2art o9 the 2ro1e++ o9 +erv,1e
,72rove7et ad are uderta8e be1au+e =-ood 2ra1t,1e +a3+ that the3 +hould be> rather that .,th
the ob<e1t,ve o9 u+,- the re+ult+ o9 a++e++7et to dr,ve o-o,- ,72rove7et to 7a4,7,+e bee9,t6
'h,+ 2a2er loo8+ at the 2ur2o+e o9 I' 2ro1e++ 7atur,t3 a++e++7et 9ro7 the three v,e.2o,t+ o9 I'IL, COBI'
ad ,terat,oal +tadard ISO?IEC )$$0*6 It the 2rov,de+ a +hort h,+tor3 o9 7atur,t3 a++e++7et 9ro7 the
7,d )@A0+ u2 to the earl3 #000+ ad outl,e+ the +tre-th+ ad .ea8e++e+ o9 earl,er 7odel+6 'he 2a2er
the -oe+ o to de+1r,be the 0ro1e++ Matur,t3 Fra7e.or8, ,trodu1ed , I'IL !# ad 1ot,ued , !", ad
e42la,+ ho. 0roA1t,ve ha+ u+ed ,t +,1e #00$ a+ a 7ea+ o9 ulo18,- real value 9or our 1l,et+ b3 dr,v,-
o-o,- bu+,e++B9o1u+ed +erv,1e ,72rove7et6

IT Infrastructure Library (ITIL) View
I the I' I9ra+tru1ture L,brar3 :I'IL;, 7atur,t3 a++e++7et ,+ v,e.ed a+ a 1o72oet o9 ba+el,e
a++e++7et+ that e+tabl,+h .here a or-a,+at,o ,+, be9ore 1o77e1,- ,72rove7et a1t,v,t36
A++e++7et hel2+ to de9,e the +tart,- 2o,t 9or the ,72rove7et <oure3 ad 2rov,de+ a re9ere1e 2o,t
a-a,+t .h,1h a1tual ,72rove7et 1a be 7ea+ured6

Figure 1 ITIL: Continual Service Improvement Model
1

'h,+ ,+ all .ell ad -ood, but .hat doe+ a 7atur,t3 level o9 # a1tuall3 7ea ad .hat ,+ 1o+,dered to be a
rea+oable level o9 7atur,t3 to a,7 9orC Are there real bee9,t+ to the bu+,e++ , ,72rov,- 7atur,t3 or ,+
,t <u+t a +1or,- +3+te7 that ha+ l,ttle 7ea,- , the real .orld o9 del,ver,- e99,1,et ad e99e1t,ve I'
+erv,1e+ that the bu+,e++ 1a u+e to a1h,eve ,t+ +trate-,1 ob<e1t,ve+C

What is the vision?
Where do we want
to be?

How do we get there?
Did we get there?
Where are we now?
How do we keep
the momentum going?

Service & process
improvement
Measurable
targets
Baseline
assessments
Measurements &
metrics
Business vision,
mission, goals and
objectives
4


Control Objectives for IT and Related Technology (COBIT)
'he COBI' *6) Fra7e.or8 de+1r,be+ a -eer,1 7atur,t3 7odel .,th a u7ber o9 de9,ed level+ that ,+ ba+ed
o the Ca2ab,l,t3 Matur,t3 Model :CMM;, develo2ed b3 the So9t.are E-,eer,- I+t,tute :SEI; o9 Care-,e
Mello U,ver+,t3 9ro7 )@A66 Or,-,all3, CMM had a +tro- +o9t.are e-,eer,- 9o1u+ althou-h the 7ore
re1et CMM Ite-rated :CMMI; 7odel+ have broader +1o2e6 CMMI 9or Serv,1e+ .a+ 2ubl,+hed , #00@6
COBI' ha+ u+ed ,t+ +,4Blevel -eer,1 7atur,t3 7odel to develo2 2ro1e++B+2e1,9,1 7atur,t3 7odel+ 9or ea1h o9
the "* COBI' 2ro1e++e+6 COBI' re1o-,+e+ that a a22ro2r,ate level o9 7aa-e7et ad 1otrol ,+ eeded
ad that the 1o+tBbee9,t bala1e +hould be 1o+,dered a+ .ell a+ the 9ollo.,- Due+t,o+:
%hat are our ,du+tr3 2eer+ do,-, ad ho. are .e 2la1ed , relat,o to the7C
%hat ,+ a11e2table ,du+tr3 -ood 2ra1t,1e, ad ho. are .e 2la1ed .,th re-ard to tho+e 2ra1t,1e+C
Ba+ed u2o the+e 1o72ar,+o+, 1a .e be +a,d to be do,- eou-hC
Ho. do .e ,det,93 .hat ,+ reDu,red to be doe to rea1h a adeDuate level o9 7aa-e7et ad
1otrol over our I' 2ro1e++e+C
#

COBI' aturall3 ta8e+ a 1otrol 2er+2e1t,ve o9 7atur,t3 a++e++7et6 Or-a,+at,o+ +hould 1o72are the,r
7atur,t3 .,th 2eer+ ad a11e2ted -ood 2ra1t,1e6 I9 there ,+ a +hort9all, doe+ th,+ ,d,1ate a r,+8 that eed+
to be 7aa-edC COBI'>+ 7atur,t3 7odel+ 1a be u+ed a+ a +our1e o9 -u,da1e , deter7,,- .hat 7,-ht
be doe , area+ that are dee7ed to be at r,+8 due to ,77atur,t36
ISO/IEC 15504: Process Assessment Contexts
ISO?IEC )$$0* ,+ the ,terat,oal +tadard 9or I' 2ro1e++ a++e++7et6 It +ee+ 2ro1e++ a++e++7et+ a+ be,-
u+e9ul , the 9ollo.,- 1ote4t+:
B3 a or-a,+at,o to uder+tad the +tate o9 ,t+ o. 2ro1e++e+ to eable 2ro1e++ ,72rove7et
B3 or o behal9 o9 a or-a,+at,o to deter7,e the +u,tab,l,t3 o9 ,t+ 2ro1e++e+ 9or a 2art,1ular
reDu,re7et or +et o9 reDu,re7et+
B3 or o behal9 o9 oe or-a,+at,o to deter7,e the +u,tab,l,t3 o9 aother or-a,+at,o>+ 2ro1e++e+
9or a 2art,1ular 1otra1t or +et o9 1otra1t+
"

Why Maturity Assessment is needed
Co7b,,- the I'IL, COBI' ad ISO?IEC )$$0* v,e.2o,t+, .e 1a +a3 that 7atur,t3 a++e++7et+ 1a be
u+ed 9or a3 o9 the 9ollo.,- rea+o+:
)6 'o ,det,93 area+ .here a or-a,+at,o 7,-ht be la--,- beh,d ,t+ 2eer+ ad? or a11e2ted -ood
2ra1t,1e that 7,-ht 1o+t,tute r,+8+ that eed to be 7aa-ed
#6 'o =dra. a l,e , the +ad> to 1o72are ad 7ea+ure o-o,- ,72rove7et
"6 'o ,det,93 +2e1,9,1 o22ortu,t,e+ 9or ,72rove7et that .,ll el,7,ate or at lea+t allev,ate 1urret 2a,
2o,t+
*6 'o a++e++ the 1a2ab,l,t,e+ o9 +erv,1e 2rov,der+
Ad 9,all3, ,9 .e 1a broade the a++e++7et +1o2e to loo8 be3od I'SM 2ro1e++e+:
$6 'o ,det,93 broader ,++ue+ :oB2ro1e++; that have the 2otet,al to 1o+tra, or eve dera,l
,72rove7et ,,t,at,ve+

5

A Short History of ITSM Maturity Assessment
Be9ore loo8,- at ho. or-a,+at,o+ 1a ulo18 the 9ull value o9 7atur,t3 a++e++7et, ,t ,+ u+e9ul to loo8 at
ho. a++e++7et 7odel+ have develo2ed over t,7e to -a, a uder+tad,- o9 the,r +tre-th+ ad
.ea8e++e+ ad .hat 1a be doe to ,72rove 9urther the,r e99e1t,vee++ ad value6
The SEI Capability Maturity Model (CMM)
'he CMM .a+ ,,t,all3 develo2ed b3 SEI , )@A6 ad de9,ed a 9,veBlevel 7odel 9or 2ro1e++ 7atur,t36
1: Initial (ad hoc or chaotic)
1: Initial (ad hoc or chaotic)
2: Repeatable
2: Repeatable
3: Defined
3: Defined
4: Managed
4: Managed
5: Optimised
5: Optimised
Maturity

Figure 2 SEI Capability Maturity Model
Ea1h o9 the 9,ve level+ d,+2la3+ 1erta, 1hara1ter,+t,1+:
) I,t,al :ad ho1 or 1haot,1; E 2ro1e++e+ udo1u7eted ad , +tate o9 d3a7,1 1ha-e
# Re2eatable E at lea+t +o7e 2ro1e++e+ are re2eatable ad 7a3 2rodu1e 1o+,+tet re+ult+
" De9,ed E +et+ o9 de9,ed ad do1u7eted 2ro1e++e+ e4,+t that allo. 1o+,+te13 a1ro++ the
or-a,+at,o
* Maa-ed E -oal+ e4,+t 9or out2ut+ ad the 2ro1e++ ,+ 7ea+ured ad 1a be 1otrolled
$ O2t,7,Fed E 9o1u+ ,+ o 1ot,ual ,72rove7et throu-h both ,1re7etal ad ,ovat,ve 1ha-e+ ad
,72rove7et+
At e,ther o9 the t.o to2 level+, a 2ro1e++ 1a be 1otrolled ad ,+ there9ore 1o+,dered to be capable6
Althou-h the CMM .a+ +2e1,9,1all3 ,teded 9or u+e , +o9t.are 2rodu1t,o, ,t .a+ 9oud to be relevat ,
other area+ o9 ,9or7at,o ad 1o77u,1at,o+ te1holo-3 a+ .ell ad ,t 9or7ed the ba+,+ 9or +o7e I'SMB
+2e1,9,1 7odel+ +ho. belo.6
Note: 'he re1etl3 relea+ed CMMI 9or Serv,1e+ ver+,o )6# u+e+ a +,7,lar 9,veBlevel 7odel to the or,-,al
CMM .,th level+ # ad * be,- rea7ed a+ Maa-ed ad Guat,tat,vel3 Maa-ed re+2e1t,vel36

6


The CCTA Benchmarking Model
I the late )@@0+, the UH &over7et>+ Cetral Co72uter ad 'ele1o77u,1at,o+ A-e13 :CC'A;, the
develo2er+ o9 I'IL, relea+ed a I'SM 7atur,t3 7odel ba+ed o the CMM ad al+o ,1or2orat,- ele7et+ o9
the So9t.are 0ro1e++ I72rove7et ad Ca2ab,l,t3 dEter7,at,o :S0ICE; ,,t,at,ve6 S0ICE evetuall3
evolved ,to the ISO?IEC )$$0* +tadard that ha+ alread3 bee 7et,oed6
1: Management Commitment
1: Management Commitment
2: Process Capability
2: Process Capability
3: Actual Activity
3: Actual Activity
4: Measurement and Analysis
4: Measurement and Analysis
5: Process Verification
5: Process Verification
Maturity

Figure 3 CCTA enc!mar"ing Model
'he CC'A Be1h7ar8,- Model .a+ +u22orted b3 a +o9t.are tool ad 0roA1t,ve u+ed ,t o a u7ber o9
o11a+,o+ to a++e++ Au+tral,a or-a,+at,o+6
OGC Self-Assessment Tool
I #000, the CC'A .a+ +ub+u7ed ,to the O99,1e o9 &over7et Co77er1e :O&C;, .h,1h a++u7ed
o.er+h,2 o9 I'IL6 I #00#, O&C relea+ed a 9ree I'SM Sel9Ba++e++7et 'ool, ba+ed o I'IL !#, .h,1h ,+ +t,ll
ava,lable 9or or-a,+at,o+ to u+e e,ther ol,e or b3 do.load,- a 1o236 A-a, 0roA1t,ve ,1or2orated ,t+
u+e ,to our e4teral a++e++7et +erv,1e 9or a u7ber o9 3ear+, a+ ,t .a+ edor+ed b3 both O&C ad the I'
Serv,1e Maa-e7et Foru7 :,tSMF;6
'he O&C 'ool e42ad+ the +tadard 9,veBlevel 7atur,t3 7odel ,to a ,eBlevel 9or7at b3 ,1lud,- the
,ter7ed,ate level+ o9 )6$, #6$, #6$ ad *6$, .,le +t,ll reta,,- the overall ra-e o9 )B$6 'o +at,+93 the
reDu,re7et+ o9 a 2art,1ular level, a u7ber o9 7adator3 reDu,re7et+ 7u+t be +at,+9,ed to-ether .,th a
7,,7u7 u7ber o9 add,t,oal reDu,re7et+6 Ea1h reDu,re7et 1a ol3 be a+.ered a+ 3e+ or o ad
th,+ 1a 1au+e ,++ue+ .he a reDu,re7et ,+ lar-el3 but ot 9ull3 a1h,eved6
It ,+ al+o 2o++,ble 9or a lo.er tha e42e1ted rat,- to be a1h,eve 9or a 2ro1e++ be1au+e a 7adator3
reDu,re7et 9or oe o9 the lo.er level+ ,+ ot 9ull3 a1h,eved6 %he th,+ +hort9all ,+ addre++ed ,t 1a 1au+e a
<u72 , a22aret 7atur,t3 to <u72 b3 t.o 9ull level+, 9or e4a72le 9ro7 )6$ to "6$ .,thout +,-,9,1at e99ort
ad th,+ 1a have a adver+e ,72a1t o the 1red,b,l,t3 o9 the rat,-+6
'he O&C Sel9Ba++e++7et 'ool ,+ ,tere+t,- , that ,t e72ha+,+e+ +o7e ,72ortat reDu,re7et+ 9or 7ature
ad 1a2able 2ro1e++e+:
7aa-e7et ,tet 7u+t be 1lear
there 7u+t be 1o+,+te13 ad ,te-rat,o both , 2ro1e++ a1t,v,t,e+ :,teral; ad bet.ee the
d,99eret I'SM 2ro1e++e+ :e4teral;
at the h,-her level+ there +hould be ,1rea+,- 9o1u+ o 1u+to7er+, the bu+,e++ ad value -eerat,o6

:


Figure # $%C Sel&'a((e((ment Tool

Strengths and Weaknesses of Early Maturity Models
%h,le the 7odel+ that .e have loo8ed at have the,r +tre-th+ ad 2otet,al .ea8e++e+, the3 have
1ot,ued to evolve over t,7e to be1o7e o9 ,1rea+,- value to the or-a,+at,o+ that u+e the76 'he
9ollo.,- table +u77ar,+e the 2ro+ ad 1o+ o9 the 7odel+ .e have e4a7,ed6
Maturity M!'e Maturity M!'e Maturity M!'e Maturity M!'e A')anta$es A')anta$es A')anta$es A')anta$es @isa')anta$es @isa')anta$es @isa')anta$es @isa')anta$es
1MM
,irst *i'ey a""e7te' m!'e
easy t! un'erstan'
s!,t*are 'e)e!7ment ,!"us
inte$er ratin$ /1 t! 50
11TA 3en"%mar#in$
'e)e!7e' .y 11TA
ITSM s7e"i,i" m!'e
.ase' !n 1MM an' SPI1E
7r!"ess ,!"us
'i,,i"ut t! inter7ret resuts
(81 Se,9assessment
'e)e!7e' .y (81
en'!rse' .y itSM;
m!re $ranuarity
sti a str!n$ 7r!"ess ,!"us
Fyes> !r Fn!> ans*ers
in"!nsisten"ies .et*een 7r!"esses
s!me arti,i"iay !* s"!res
Table 1 Advantage( and )i(advantage( o& Earlier A((e((ment Model(

Customer
1.5 Management intent
2 Process Capability
2.5 Internal Integration
3.5 Quality Control
4.5 External Integration
Other Processes
Management
4 Management information
3 Proucts
5 Customer
Interface
1 Prere!uisites

8

Moving Forward
The Extended Process Maturity Framework

Challenges
Althou-h 7atur,t3 7odel+ .ere +tart,- to del,ver +o7e bee9,t+ to or-a,+at,o+ +ee8,- to ,72rove the,r
IC' +erv,1e+, there .ere +t,ll a u7ber o9 1halle-e+ that eeded to be over1o7e:
'here .a+ +t,ll a +tro- 9o1u+ o 2ro1e++6 %h,le 2ro1e++ ,+ 1erta,l3 a 8e3 ele7et , +u11e++9ul
+erv,1e ,72rove7et there are other+ that al+o eed to be 1o+,dered6 A =-ood> 2ro1e++ doe+ ot, b3
,t+el9, -uaratee +u11e++6
B,ar3 :3e+?o; re+2o+e+ to 1a2ab,l,t3 +tate7et or Due+t,o+ are o9te ,adeDuate a+ the3 do ot
re9le1t +,tuat,o+ .here the 1a2ab,l,t3 ,+ 2artl3 or lar-el3 a1h,eved6
A++e++7et 7odel+ eeded to be 1o+,+tet , rat,- 7atur,t3 ad ot have udue rel,a1e o the
+8,ll+ ad e42er,e1e o9 the a++e++or6
The IT Organisational Growth Model
'he I' Or-a,+at,oal &ro.th 7odel a22eared , the I'IL !# 2ubl,1at,o Planning to Implement Service
Management6*
I
T

o
r
g
a
n
i
s
a
t
i
o
n
a
l

m
a
t
u
r
i
t
y
Value chain
Business
Customer
Product/service
Technology
Business influence

Figure * T!e IT $rgani(ational %ro+t! Model
'h,+ 7odel +ho.+ that, a+ the 7atur,t3 o9 a I' or-a,+at,o ,1rea+e+, ,t+ 9o1u+ 7ove+ 9ro7 a te1h,1al ad
2rodu1t v,e. to.ard+ a bu+,e++ ad value 1ha, or,etat,o6 I do,- +o, ,t +tart+ to develo2 a +trate-,1
e-a-e7et .,th the bu+,e++I to be +ee a+ a eabler rather tha a+ a 1o+t o9 do,- bu+,e++I ad to
,1rea+e ,t+ ,9lue1e .,th, the eter2r,+e6
'he I' Or-a,+at,oal &ro.th Model added to the 2ro1e++ d,7e+,o 9or a++e++,- 7atur,t3 b3 ,trodu1,-:
v,+,o, +trate-3 ad +teer,-
1ulture
0eo2le
'e1holo-3

=


The Process Maturity Framework
%,th the Or-a,+at,o &ro.th Model, Planning to Implement Service Management al+o ,trodu1ed a
0ro1e++ Matur,t3 Fra7e.or8 :0MF;6 'he 0MF ,+ al+o de+1r,bed , the I'IL !" Service Design 2ubl,1at,o6$
Optimizing
1
2
3
4
5
Initial
Repeatable
Defined
Managed
In terms of:
-vision and steering
-people
-processes
-technology
-culture

Figure , -roce(( Maturity Frame+or"
'he 0MF ,+ ba+ed o CMM 2r,1,2le+ but ha+ a broader +1o2e that <u+t 2ro1e++e+6 Rather tha a +,-le
2ro1e++ d,7e+,o, ,t ,1lude+ 9our add,t,oal a+2e1t+ 9ro7 the I' Or-a,+at,oal &ro.th 7odel to 7ea+ure
oB2ro1e++ 1a2ab,l,t,e+6
ProActives Extended PMF (E-PMF)
0roA1t,ve +tarted to u+e the 0MF a+ the ba+,+ 9or ,t+ I'SM a++e++7et +erv,1e+ , #00$6 Be9ore .e d,d,
ho.ever, .e de1,ded to add a +,4th d,7e+,o ,ter9a1e+ to 1a2ture the ,teral ad e4teral ,te-rat,o
a+2e1t+ ,trodu1ed b3 the O&C Sel9Ba++e++7et 'ool ad to re1o-,+e that I'SM 2ro1e++e+ do have ver3
+tro- ,terde2ede1,e+ ad ,terBrelat,o+h,2+6
'he +,4 d,7e+,o+ o9 the EB0MF are:
Vision and steering
Ho. .ell are 2ro1e++ -oal+ ad 2la+ l,8ed to the bu+,e++ +trate-3C
I+ there a 9o1u+ o 1ot,ual ,72rove7et .,th re-ular rev,e. ad aud,t?
Culture (IT Organisational Growt Model!
'o .hat e4tet ha+ the 9o1u+ 7oved 9ro7 te1holo-3 to value 1ha,C
People
Are role+ ad re+2o+,b,l,t,e+ 1lear ad 2art o9 a overall 1or2orate 1ultureC
Are 2er+oal ad bu+,e++ 2er9or7a1e ,d,1ator+ l,8edC
Process
Are 2ro1e++e+ .ellBde9,ed 5 2roa1t,veC Are the3 l,8ed to +ta99 <ob de+1r,2t,o+?
Tecnolog"
I+ te1holo-3 u+ed e99e1t,vel3 to +u22ort ,te-rat,o ad 1ot,ual ,72rove7etC
Inter#aces
Ho. e99e1t,vel3 ad e99,1,etl3 do the ,ter9a1e+ bet.ee 2ro1e++e+ .or8C
Are all ,terde2ede1,e+ 9ull3 uder+tood ad 1atered 9orC

10


'he EB0MF addre++e+ the 9our 0+ o9 e99e1t,ve +erv,1e 7aa-e7et de+1r,bed , I'IL !"
6
a7el3: people$
process$ products ad partners6
People
Vision and steering
Culture
People
Process Output
Input
Process
Interfaces
Products
Technology
Partners
Interfaces
Supplier Management

Figure . Mapping E'-MF onto t!e Four -(
It 1a be +ee 9ro7 F,-ure ( that three o9 the +,4 EB0MF d,7e+,o+ relate to people a+2e1t+ o9 I' +erv,1e
Maa-e7et6 I 0roA1t,ve, .e 9eel that th,+ re9le1t+ the ,72orta1e o9 the 2eo2le 9a1tor , +u11e++9ul
+erv,1e ,72rove7et6 ',7e ad a-a, .e have +ee ,,t,at,ve+ +tall throu-h la18 o9 1o77,t7et or a
or-a,+at,oal 1ulture that <u+t .a+>t read3 9or 1ha-e6
Starting to Unlock the Value
%he .e +tarted to u+e the EB0MF .,th, 0roA1t,ve, .e u+ed the e42ert,+e o9 +o7e o9 our 7o+t
e42er,e1ed 1o+ultat+ to develo2 a 7atr,4 9or ea1h re1o-,+ed I'SM 2ro1e++ that 1overed the +,4
d,7e+,o+ o9: v,+,o ad +teer,-, 1ulture, 2eo2le, 2ro1e++, te1holo-3 ad ,ter9a1e+ ad .h,1h
do1u7eted 1a2ab,l,t,e+ ad attr,bute+ that .e .ould e42e1t to +ee at ea1h o9 the 9,ve 7atur,t3 level+
:,,t,al, re2eatable, de9,ed, 7aa-ed ad o2t,7,+,-;6 Our 1o+ultat+ u+ed the+e 7atr,1e+ to +1ore ea1h
2ro1e++ a1ro++ all +,4 d,7e+,o+ ad a +2read+heet .a+ u+ed to 1reate a 7atur,t3 2ro9,le ad total +1ore
9or the 2ro1e++6
%e 9oud that u+,- the add,t,oal d,7e+,o+ allo.ed u+ to ,det,93 a3 or-a,+at,oal ad 1ultural
1o+tra,t+ that had the 2otet,al to adver+el3 ,72a1t ad ,72rove7et ,,t,at,ve+ +o that the3 1ould be
addre++ed a+ 2art o9 the overall ,72rove7et 2ro-ra76 %here 2o++,ble, .e al+o ra +e++,o+ .,th
bu+,e++ re2re+etat,ve+ to -a, ,+,-ht ,to the,r 2er1e2t,o+ o9 the I' +erv,1e 2rov,der6 It ,+ o9te the 1a+e
that +,72le ad<u+t7et+ to the +erv,1e del,ver3 7odel 1a have a +,-,9,1at ad la+t,- 2o+,t,ve ,72a1t o
1u+to7er +at,+9a1t,o6
I late #00A, .he .e rev,e.ed our I'SM a++e++7et +erv,1e, .e re1o-,+ed that, .h,le the3 .ere
del,ver,- -ood value to our 1l,et+ ad had bee u2dated to 1over I'IL !", there re7a,ed o22ortu,t,e+
to 7a8e 9urther ,72rove7et+6 '.o area+ that .e ,det,9,ed a+ h,-h 2r,or,t3 .ere:
)6 'he eed to 1a2ture the 8o.led-e ad e42er,e1e o9 our to2 1o+ultat+ , a 9or7 that allo.ed ,t to
be u+ed b3 other 1o+ultat+ ad 2otet,all3 9or 1l,et +el9Ba++e++7et6
#6 'he eed to e+ure 1o+,+te1e a1ro++ our 1o+ult,- tea7, 2art,1ularl3 .he a 1l,et reDue+ted reB
a++e++7et ad that reBa++e++7et .a+ to be 1odu1ted b3 a d,99eret 1o+ultat6

11

Improving and Automating the E-PMF
I #00@, .e +tarted a 2ro<e1t to ,72rove our a++e++7et 7odel ad 7ethodolo-3 a+ 9ollo.+:
U+,- the e4,+t,- EB0MF 7atr,1e+, .e develo2ed a +et o9 1a2ab,l,t3 +tate7et+ a1ro++ the +,4 EB0MF
d,7e+,o+
For ever3 2ro1e++ .,th, the +1o2e o9 a a++e++7et, 1a2ab,l,t3 +tate7et+ are evaluated ,
a11orda1e .,th ISO?IEC )$$0*6):#00$ :1o+,+tet .,th S0ICE;
Re+2o+e+ are ,2ut ,to a auto7ated tool that 1al1ulate+ 7atur,t3 9or ea1h d,7e+,o
Ratin$ Ratin$ Ratin$ Ratin$ Meanin$ Meanin$ Meanin$ Meanin$
E6tent !, E6tent !, E6tent !, E6tent !,
a"%ie)ement a"%ie)ement a"%ie)ement a"%ie)ement
N: n!t a"%ie)e'
-itte !r n! e)i'en"e !, t%e 'e,ine' attri.ute in t%e
assesse' 7r!"ess+
0 t! 15G
P: 7artiay a"%ie)e'
S!me e)i'en"e !, an a77r!a"% t!D an' s!me
a"%ie)ement !,D t%e 'e,ine' attri.ute in t%e assesse'
7r!"ess+ S!me as7e"ts !, a"%ie)ement may .e
un7re'i"ta.e+
H 15G t! 50G
-: ar$ey a"%ie)e'
E)i'en"e !, a systemati" a77r!a"% t!D an' si$ni,i"ant
a"%ie)ement !,D t%e 'e,ine' attri.ute in t%e assesse'
7r!"ess+ S!me *ea#nesses reate' t! t%is attri.ute
may e6ist+
H 50G t! 85G
;: ,uy a"%ie)e'
E)i'en"e !, a "!m7ete an' systemati" a77r!a"% t!D
an' ,u a"%ie)ement !,D t%e 'e,ine' attri.ute in t%e
assesse' 7r!"ess+ N! si$ni,i"ant *ea#nesses reate'
t! t%is attri.ute e6ist+
H 85G t! 100G
Table 2 A((e((ing Ac!ievement
(

Benefits
S,1e +tart,- to u+e the auto7ated tool at the ed o9 #00A 9or all our I'IL !" ad ISO?IEC #0000 2ro1e++
a++e++7et +erv,1e+, .e have +tarted to +ee the 9ollo.,- add,t,oal bee9,t+:
'he 8o.led-e o9 our 7o+t e42er,e1ed 1o+ultat+ ha+ bee 1a2tured , a ea+3 to u+e 9or7at
I1o+,+te13 bet.ee 1o+ultat+ ha+ bee re7oved
I72roved 1o+,+te13 ha+ eha1ed be1h7ar8,- 1a2ab,l,t3
A++e++7et+ 1a o. be uderta8e e99e1t,vel3 b3 a++e++or+ .,th le++ 2ra1t,1al e42er,e1e , I'SM
%e 1a o. o99er our 1l,et+ +el9 a++e++7et 1a2ab,l,t3, .here reDu,red

1?

Continuing to Unlock the Value
%e have 9oud that u+,- 1a2ab,l,t3 +tate7et+ , 1o<u1t,o .,th a auto7ated tool ha+ hel2ed u+ to
ulo18 real value 9or our 1l,et+6 'here are a u7ber o9 .a3+ that th,+ ,+ +tart,- to ha22e6
Unlocking the Value in a Specific Process
Matur,t3 re2ort,- 9or a ,d,v,dual 2ro1e++ 1a be u+ed to:
,det,93 ,9 there are oe or t.o
d,7e+,o+ that are 2art,1ularl3 ,77ature
:e6-6 l,ttle u+e o9 +u22ort tool+ .,ll 7ea a
lo. +1ore 9or the te1holo-3 d,7e+,o;
a++e++ the -a2 bet.ee 1urret ad
de+,red 7atur,t3
,det,93 a1t,o+ reDu,red to el,7,ate the
-a2, .,th a 9o1u+ o ,72rov,- 1a2ab,l,t,e+
1urretl3 a++e++ed a+ N or 0 to a rat,- o9
L or h,-her
It ,+ al+o ,72ortat to 1o+,der the releva1e o9 a
2art,1ular 1a2ab,l,t3 +tate7et to the
or-a,+at,o6 I9 ,72rov,- a 1a2ab,l,t3 ,+ ot
-o,- to -eerate add,t,oal value the 9o1u+ +hould tured to other 1a2ab,l,t,e+ that .,ll6 Ever3
or-a,+at,o ha+ d,99eret eed+ ad, .he loo8,- at 2o++,ble ,72rove7et+, ,t ,+ ,72ortat to a+8 the
Due+t,o, %ow will tis initiative contribute to acieving business ob&ectives? I9 there ,+ o 1lear a+.er to
th,+ Due+t,o, there are 2robabl3 other ad better o22ortu,t,e+ 9or ,72rove7et to 1o+,der6
Unlocking Value across the Organisation
@imensi!n @imensi!n @imensi!n @imensi!n S"!re S"!re S"!re S"!re
&isi!n an' Steerin$ ?+=6
1uture ?+50
Pe!7e ?+05
Pr!"ess 1+=0
Te"%n!!$y 1+=5
It 1a o9te be u+e9ul to loo8 at 0MF avera-e ad
ra-e +1ore+ 9or ea1h o9 the +,4 d,7e+,o+ a1ro++
all 2ro1e++e+6 'h,+ 2er+2e1t,ve 1a ,det,93 ,++ue+
.,th:
La18 o9 a +trate-,1 bu+,e++ e-a-e7et
Or-a,+at,oal read,e++ 9or 1ha-e
Stru1tural or te1holo-3 1o+tra,t+
Inter,a"es 1+58
For e4a72le, a lo. +1ore 9or 1ulture o9te ,d,1ate+ the e4,+te1e o9 te1holo-3 +,lo+ .here there ,+ a lot
o9 te1holo-3 e42ert,+e but l,ttle a.aree++ o9 edBtoBed +erv,1e+ ad ho. the3 +u22ort bu+,e++
2ro1e++e+6 'o allo. +erv,1e ,72rove7et to +u11eed , th,+ t32e o9 ev,ro7et, there eed+ to be
1ultural 1ha-e to brea8 do. barr,er+ bet.ee +,lo+ ad to ,72rove 1u+to7er ad bu+,e++ a.aree++6
Atte72t,- ,72rove7et .,thout a1t,- to 1ha-e the 1ulture ,+ al7o+t 1erta, to 9a,l6

13


An Example of PMF Maturity for a Dimension People
'o 9urther ,llu+trate the value o9 the 0MF d,7e+,o 2er+2e1t,ve, a 7atur,t3 +u77ar3 9or the 2eo2le
d,7e+,o ,+ +ho. , 9,-ure A belo.6
5
4
3
2
1
Loosely defined roles and
responsibilities
Initial
Self-contained roles
and responsibilities
Repeatable
Clearly defined roles and responsibilities
Formalised objectives and targets
Process training plans
Defined
Inter- and intra-process team working
Responsibilities incorporated into job descriptions
Managed
Business-aligned performance objectives
Roles and responsibilities are part of the
overall corporate culture
Optimising

Figure / 0 Maturity Level( &or t!e People )imen(ion
'he 2eo2le d,7e+,o ,+ a 7ea+ure o9:
Ho. .ell are 2eo2le a.are o9 the,r role+ ad re+2o+,b,l,t,e+ ad ho. the+e 9,t ,to the b,- 2,1ture
Ho. .ell are the3 tra,ed ad +8,lled to 2er9or7 tho+e re+2o+,b,l,t,e+
Ho. .ell do the3 1oo2erate to a1h,eve a 1o77o -oal
Ho. .ell 2er+oal 2er9or7a1e -oal+ are l,8ed to or-a,+at,oal +trate-,1 ad ta1t,1al -oal+
A avera-e +1ore o9 " 9or th,+ d,7e+,o .ould +u--e+t that 1lear role+ ad re+2o+,b,l,t,e+ have bee
e+tabl,+hed 9ro7 a 2ro1e++ 2er+2e1t,ve ad that the e4t +te2+ are to l,8+ 2ro1e++ re+2o+,b,l,t,e+ ad
tar-et+ ,to 2o+,t,o de+1r,2t,o+ ad +ta99 2er9or7a1e ob<e1t,ve+6 'here 7a3 al+o be o22ortu,t,e+ to
e1oura-e -reater tea7 .or8,- b3 ,1or2orat,- tea7Bba+ed tar-et+ ,to +ta99 2er9or7a1e ob<e1t,ve+6

Benchmarking
F,all3, a+ 7atur,t3 a++e++7et ,+ o. e4tre7el3 1o+,+tet, ,t be1o7e+ 2o++,ble 9or e99e1t,ve
be1h7ar8,- to o11ur6 Or-a,+at,o+ .,ll be able to 1o72are the,r 2er9or7a1e .,th that o9 the,r 2eer+
9ro7 both I'SM 2ro1e++ ad EJ0MF d,7e+,o 2er+2e1t,ve+6 Over t,7e, h,+tor,1al be1h7ar8,- .,ll al+o
be 2o++,ble, .here 7atur,t3 rat,-+ 1a be 1o72ared .,th tho+e 9ro7 a 2rev,ou+ a++e++7et o9 the +a7e
or-a,+at,o, to 1o9,r7 that 2ro-re++ ha+ bee 7ade6

14


Conclusion
I'SM 7atur,t3 a++e++7et+, u+,- a var,et3 o9 a++e++7et 7odel+, have u+ed b3 7a3 or-a,+at,o+ a+ 2art
o9 ado2t,- -ood 2ra1t,1e6 U9ortuatel3, a2art 9ro7 obta,,- a 7atur,t3 +1ore, a++e++7et+ have o9te
9a,led to dr,ve o-o,- ,72rove7et a1t,v,t3 , a e99e1t,ve 7aer+
'h,+ .h,te2a2er ha+ e4a7,ed +o7e earl3 I'SM 7atur,t3 7odel+ ad 1o+,dered the,r +tre-th+ ad
.ea8e++e+ be9ore loo8,- at a 7ore 1o72rehe+,ve a++e++7et 7odel ,1or2orat,- the 9our v,tal
ele7et+ o9 2eo2le, 2ro1e++, 2rodu1t ad 2arter+ that 1a be u+ed to dr,ve o-o,- +erv,1e ,72rove7et
ad ulo18 real value 9or a eter2r,+e6
It ,+ e++et,al that ,72rove7et a1t,v,t3 ,+ l,8ed to bu+,e++ bee9,t+ +o that 9o1u+ ad re+our1e+ 1a be
a22l,ed to tho+e ,,t,at,ve+ that .,ll del,ver the -reate+t retur o ,ve+t7et6 E99e1t,ve 7atur,t3
a++e++7et 1a 2la3 a 8e3 role , 2r,or,t,+,- .here ,ve+t7et +hould be 7ade ad 2rov,d,- bu+,e++
<u+t,9,1at,o6

About ProActive Services
E+tabl,+hed , Au+trala+,a , )@A(, 0roA1t,ve ha+ a 1o72rehe+,ve +u,te o9 +erv,1e+ that ,1lude+ ,te-rat,- all
I' &overa1e that uder2,+ the I' +erv,1e l,9e131le6 I )@@$, 0roA1t,ve ,trodu1ed the I'IL be+t 2ra1t,1e
-u,da1e to Au+tral,a ad Ne. /ealad ad ha+ 2rov,ded thou-ht leader+h,2 , Serv,1e Maa-e7et ever +,1e6
Our a22roa1h to a++,+t,- our 1u+to7er+ ,+ ba+ed o 7a3 3ear+ o9 e42er,e1e ad re9,e7et6 Our +erv,1e+
1a be +ee a+ +u22ort,- three 1ore +te2+ to ,72rove7et ad rea1h,- the de9,ed tar-et de+t,at,o a+
+ho. , the 9ollo.,- d,a-ra7:

15


-repare:
In"u'es ser)i"es aime' at:
en$a$in$ an' ai$nin$ *it%
t%e .usiness an'5!r ser)i"e
7r!)i'er>s "ust!merI
un'erstan'in$ .usiness
issuesD nee'sD
e67e"tati!nsD !.2e"ti)es
an' 7ri!ritiesI
un'erstan'in$ t%e IT
ser)i"e 7r!)i'er>s "urrent IT
"a7a.iity an' maturity /e+$+
7r!"ess maturity
assessment0+

-lan:
'e,inin$ t%e )isi!n ,!r an im7r!)e'
IT !7eratin$ 5 ser)i"e i,e"y"e
m!'eI
'e,inin$ t%e %i$% e)e ,rame*!r#
,!r t%e tar$et IT !7eratin$ 5 ser)i"e
i,e"y"e m!'eI
'e,inin$ an' '!"umentin$ t%e
im7r!)ement 7r!$ramD 7r!2e"t !r
initiati)e /i+e+ im7r!)ement
r!a'ma70I
esta.is%in$ a .usiness "ase ,!r
t%e im7r!)ement 7r!$ramI
I1T *!r#,!r"e an' trainin$
7annin$ usin$ S;IA5S;IA7usD
trainin$ nee's anaysisD et"I
'etaie' im7r!)ement 7r!2e"t
7annin$+

)e(ign and Implement:
'esi$nin$ t%e IT !7eratin$
m!'e an' ser)i"e i,e"y"e
,rame*!r#I
'esi$nin$ IT strate$i" 7annin$
me"%anismsI
'esi$nin$ an' '!"umentin$
7!i"iesD 7r!"essesD 7r!"e'ures
an' arte,a"tsI
'esi$nin$ a77r!7riate ser)i"e
an' 7r!"ess $!)ernan"e
m!'esI
testin$ an' trainin$ 'esi$n
t%r!u$% t! e6e"uti!nI
im7ementati!n 7annin$I
!7erati!na mana$ement an'
su77!rtD "!a"%in$ an'
ment!rin$+
0roA1t,ve are Au+tral,a ad Ne. /ealadK+ lo-e+t +erv,- Serv,1e Maa-e7et edu1at,o 2rov,der ad have
tra,ed , e41e++ o9 "$,000 +tudet+6
I add,t,o to our e4te+,ve 1o+ulta13 +erv,1e+ ad .ebBba+ed 1a2ab,l,t3 a++e++7et?+urve3 tool+, 0roA1t,ve
,+ a ISEB A11red,ted 'ra,,- Or-a,+at,o 9or I'ILL tra,,-, a a11red,ted 2rov,der o9 Ho.led-e Cetered
Su22ort :HCS
SM
;tra,,-, the +ole 2rov,der o9 I'BS!M
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tra,,- ad 1o+ulta13 +erv,1e+ , Au+trala+,a, a SFIA
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