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

1Initial

• Practice

  Define the basic components of key services (e.g. hardware, software, processes, OLAs, UPCs, etc.).

  Outcome

  There is some limited understanding of the components that make up key services.

  Metric

  The % of total IT costs covered by the service catalogue.

• Practice

  Begin to define the interfaces to surrounding processes.

  Outcome

  Some interfaces to surrounding processes are identified.

  Metric

  The # of surrounding processes identified.

2Basic

• Practice

  Define and document all components for key services within IT.

  Outcome

  IT has a greater understanding of the components that make up their key services.

  Metrics

  • The % of total IT costs that are covered by a service catalogue.
  • The % of new services that are built from existing components.

• Practice

  Define interfaces to some surrounding processes.

  Outcome

  Surrounding processes are identified.

  Metric

  The # of surrounding processes that are identified.

3Intermediate

• Practices

  • Effectively define and document all components across the IT organization for most services.
  • Update definitions and documentation as service components change.

  Outcomes

  • IT has a greater understanding of the components required for all services.
  • There is improved traceability.

  Metric

  The % of total IT costs covered by the service catalogue.

• Practice

  Define interfaces to all surrounding key processes.

  Outcome

  SRP is fully integrated with surrounding Critical Capabilities (CCs).

  Metric

  The % of interfaces with surrounding processes.

4Advanced

• Practices

  • Define and document all components for all services effectively across the business and IT.
  • Manage in an integrated way, the relationships between components and services.

  Outcome

  All service components for key services are linked within a relational database and are managed in an integrated manner.

  Metric

  The % of unscheduled service interruptions to key services that result from changes to unidentified service components.

• Practice

  Define interfaces to all surrounding processes.

  Outcome

  Greater understanding and better efficiency of the interfaces between surrounding processes.

  Metric

  The % of interfaces with surrounding processes.

5Optimized

• Practices

  • Effectively define components across the business ecosystem for all services and manage the relationships between in an integrated manner.
  • Create new definitions and documentation using an established and well-functioning process and framework.

  Outcome

  New definitions and documentation are seamlessly created.

  Metric

  The % of unscheduled service interruptions to key services that result from changes to unidentified service components.

• Practices

  • Define interfaces for all surrounding processes across the business ecosystem.
  • Continually review and adapt all interfaces as required.

  Outcomes

  • Relevant information is exchanged between processes.
  • Individual processes operate on the most up-to-date data.

  Metric

  The % of interfaces that have surrounding processes.