IT Service-CMM

The objective of the IT Service CMM is twofold:

  1. to enable IT service providers to assess their capabilities with respect to the delivery of IT services, and,
  2. to provide IT service providers with directions and steps for further improvement of their service capability.

The IT Service CMM aims to fulfill these goals by measuring the capability of the IT service processes of organizations on a five level ordinal scale. Each level prescribes certain key processes that have to be in place before an organization resides on that level. Key processes implement a set of related activities that, when performed collectively, achieve a set of goals considered important for enhancing service process capability. Hence, organizations can improve their service capability by implementing these key processes.

The service process maturity of organizations are measured on a five level ordinal scale. The first - initial - level has no associated key process areas. This is the level where all IT service organizations reside that have not implemented the level two key process areas. Level two is the repeatable level. Organizations that have reached level two will be able to repeat earlier successes in similar circumstances. Thus the emphasis of level two is on getting the IT services right for one customer. On level three, the defined level, the service organization has defined its processes and is using tailored versions of these standard processes to deliver the services. By using common organization-wide standard processes, the process capability to deliver services consistently is improved. At level four, the managed level, organizations gain quantitative insight into their service processes and service quality. By using measurements and an organization-wide measurement database organizations are able to set and achieve quantitative quality goals. Finally, at level five, the optimizing level, the entire organization is focused on continuous process and service improvement. Using the quantitative measurements the organization prevents problems from recurring by changing the processes. The organization is able to introduce new technologies and services into the organization in an orderly manner.

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