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Representative POMs are described for Service Definition at each level of maturity.

1Initial

• Practice

  Start to define the services provided by IT.

  Outcome

  Some key services that are available to customers have been defined.

  Metric

  The % of services that are formally defined.

• Practice

  Begin to define the process for gathering customer requirements.

  Outcome

  Some basic high level user requirements are captured.

  Metric

  The # of documented customer requirements.

• Practice

  Start to define the capabilities required per service level established.

  Outcome

  Basic high level service definitions are provided that include an indication of the service level.

  Metric

  The % of services that have a defined service level

• Practice

  Start to document the available services.

  Outcome

  Clients have some high level descriptions of the services they are consuming.

  Metric

  The # of service descriptions per customer/client.

• Practice

  Provide access to any service descriptions that are available, to the business units.

  Outcome

  Business units get access to some service definitions.

  Metric

  The % of service descriptions available to business units.

• Practice

  Plan how to provide SLAs and how to monitor services.

  Outcomes

  • Some service availability can be measured.
  • Service availability can be provided for some services.

  Metrics

  • The % of services which support definition of availability.
  • The % of services which support the measurement of availability.

2Basic

• Practice

  Define key IT services.

  Outcome

  A selection of service definitions are available to customers.

  Metric

  The % of services that are formally defined.

• Practice

  Put in place a process for gathering customer requirements.

  Outcome

  Some user requirements are captured.

  Metric

  The # of customer surveys that are completed.

• Practice

  Define the required capabilities for some individual levels of service.

  Outcome

  Some service definitions include an indication of service level.

  Metric

  The % of services that have a defined service level.

• Practice

  Create and maintain the service descriptions.

  Outcome

  Clients have an up-to-date description of the service they are consuming.

  Metric

  The # of service descriptions per customer/client.

• Practice

  Ensure that access to specific service descriptions is available to business units on request.

  Outcome

  Business units can obtain service definitions.

  Metric

  The % of service descriptions that are available to business units.

• Practice

  Put in place high-level availability commitments with the customer.

  Outcomes

  • Services with availability commitments can be provided.
  • Service can be measured to ensure committed availability is provided.

  Metrics

  • The % of services that support the definition of availability.
  • The % of services that support the measurement of availability.

3Intermediate

• Practice

  Define all IT services effectively using IT terms, including KPIs for key services.

  Outcome

  Customers have a greater understanding of the services available to them.

  Metric

  The % of service definitions which include IT KPIs.

• Practice

  Put in place a defined process for gathering customer requirements and ensure it is taken into account when setting up service levels.

  Outcome

  Service levels provided are linked to customer requirements.

  Metric

  The % of services where the required service level matches the provided service level.

• Practice

  Define the required capabilities for each level of service.

  Outcome

  IT understands the components (and the performance of those components) required to provide varying levels of service.

  Metric

  Performance to service level.

• Practices

  • Identify a centralized, organization-wide service catalogue.
  • Put in place a process to ensure coverage of all service levels.

  Outcomes

  • Customers have access to a central catalogue of services.
  • Improved visibility of available services.

  Metrics

  • The # of service catalogues (central/non-central).
  • The % of revenues from services that are within a catalogue.

• Practice

  Ensure the service catalogue is updated dynamically for selected services and key business units.

  Outcome

  One or more service catalogues are dynamically updated as changes are made to the service components and PAS data is available.

  Metric

  The % of selected/key services which have dynamic updates within the service catalogue.

• Practice

  Take IT metrics into account when defining service level requirements.

  Outcomes

  • There is enhanced understanding of service usage.
  • Service level guarantees can be provided to customers.

  Metrics

  • Historic usage of service, e.g. the # of customers per service over the last 3 years.
  • The % of SLAs that are met.

4Advanced

• Practices

  • Define all services and express them in business terms.
  • Define business KPIs for all services.

  Outcome

  Customers can make the most informed decision regarding service selection.

  Metric

  The % of services with business-aligned metrics (KPIs).

• Practice

  Ensure that requirements are incorporated according to a transparent and defined negotiation process with the customer.

  Outcome

  The requirement definition process is highly efficient.

  Metrics

  • The % of requirement definition scenarios that follow a defined process.
  • Mean time taken to complete requirement definition and negotiation.

• Practice

  Adjust capabilities regularly to adhere to the required service level.

  Outcome

  Customers receive the required level of service.

  Metric

  The % of services that achieve the required service level.

• Practices

  • Ensure that all business units have full and transparent access to dynamically updated service catalogue resources.
  • Services should be expressed in IT and business terms.

  Outcomes

  • Content management capabilities are in place to manage the service catalogue.
  • Key business units can make the most informed decision regarding service selection.

  Metrics

  • Frequency of service catalogue reviews.
  • Mean time to update the service catalogue.

• Practice

  Define service level requirements based on metrics that are prioritized according to business relevance.

  Outcomes

  • The most important, non-functional properties of a service are guaranteed.
  • Services are operated at the most efficient level for the business.
  • The most relevant business metrics are reported, thereby increasing business intelligence.

  Metric

  Frequency of performance reporting.

5Optimized

• Practice

  Regularly update service documentation using established processes.

  Outcome

  Helpdesk requests for information on services, decreases.

  Metric

  The frequency of service documentation updates.

• Practices

  • Continually update and improve the requirements gathering process based on feedback from across the business ecosystem.
  • Services should be continually and effectively readjusted according to changes in requirements and pricing negotiations.

  Outcome

  The service level is always maintained in line with business and economic requirements.

  Metric

  The frequency of requirements-gathering process reviews/service level adjustments.

• Practice

  Define capabilities for each level of service and ensure they are automatically adjusted depending on the required service level.

  Outcome

  Customers receive the required level of service.

  Metric

  The % of services that achieve the required service level.

• Practices

  • Integrate the service catalogue with the configuration management database (CMDB), thereby providing connections to other service management and business processes (e.g. Accounting).
  • Continually monitor and update service documentation.

  Outcome

  Increased efficiency of service configuration and management.

  Metric

  The % of services within the catalogue that are configured within a CMDB / The mean time to update the service catalogue.

• Practice

  Proactively adapt service level agreements to anticipate inputs and changes from across the business ecosystem.

  Outcome

  Services are operated at the most efficient level for the business.

  Metric

  The frequency of performance reporting.