Service Level Manager

10	PROCESS MATURITY

The ITIL process maturity framework defines five levels of maturity, which are set out in this chapter along with the minimum requirements for an effective process maturity analysis.

PROCESS MATURITY LEVELS

The five levels of process maturity are:

• initial;

• repeatable;

• defined;

• managed;

• optimising.

While the maturity level appropriate for a process in an organisation is, to a large extent, dependent on the objectives and strategy of the organisation and the demands of its business, perceived wisdom is that ‘defined’ or Level 3 represents basic control and is therefore a pragmatic target.

Your role as SLM includes identifying the level of process maturity appropriate for your organisation and periodically ...