IVI Framework Viewer

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

1Initial

• Practice

  Start to define a process to access services.

  Outcome

  A very basic process is defined to manage the physical and logical access to services.

  Metric

  The % of services with a defined process for access management.

• Practice

  Start to define the interface to other processes.

  Outcome

  The relationship between related processes are identified and documented.

  Metric

  The % of identified related processes with an interface defined.

• Practice

  Start to report and track incidents.

  Outcome

  Basic incident data is available.

  Metric

  The % of support time covered by trouble-tickets.

• Practice

  Begin to define an incident monitoring process.

  Outcome

  Incidents being to be tracked.

  Metric

  The % of services which are monitored.

• Practice

  Start to define the processes required for service measurement.

  Outcome

  Basic service measurement process definitions start to be made available.

  Metric

  The % of services with supporting measurement process defined.

2Basic

• Practice

  Establish Access Management for most services, even if they are based on manual processes.

  Outcome

  A manual process is defined to manage the physical and logical access to services.

  Metric

  The % of services with a defined process for access management.

• Practice

  Define basic, one-way interfaces to key processes and use these to respond to events.

  Outcome

  Key related processes are identified and, when required, relevant messages are pushed to them.

  Metric

  The % of identified related processes that have an interface defined.

• Practice

  Ensure that incidents are tracked, recorded and reported in a satisfactory manner.

  Outcome

  Current and historical incident data is available.

  Metric

  The % of support time that is covered by trouble-tickets.

• Practice

  Establish basic monitoring of all key events.

  Outcome

  Events can be tracked.

  Metric

  The % of services that are monitored.

• Practice

  Establish service measurement for key services.

  Outcome

  Service measurement process definitions are available.

  Metric

  The % of services that have a supporting measurement process defined.

3Intermediate

• Practice

  Establish mixed (manual/automated) access management with key surrounding capabilities (e.g. asset management, funding and budgeting, and people management).

  Outcome

  The time required for access management decreases.

  Metrics

  • The % of tool-supported access management processes.
  • Total man hours required to support access management activities.

• Practices

  • Establish bi-directional interfaces to relevant key capabilities (e.g. EAM, TIM, DSM, CFP and SUM).
  • Ensure that there are clear rules for operating established interfaces (e.g. on fixed schedule, event-driven, etc.).

  Outcome

  Interfaces and operation between key capabilities are defined.

  Metric

  The % of key capabilities that have formally defined interfaces.

• Practices

  • Track, record and report incidents effectively.
  • Incidents should be prioritized and managed based on urgency to restore services as defined by SLAs.

  Outcome

  SLA violations decrease.

  Metrics

  • The % of incidents with SLA assignment.
  • The % of SLA violations.

• Practices

  • Put in place automated monitoring of events.
  • Ensure that events monitoring is prioritized and filtered according to importance.

  Outcome

  Key processes are passed data on relevant events.

  Metric

  The % of key processes that automatically receive data on relevant events.

• Practices

  • Establish defined processes for service measurement and monitoring.
  • Actively monitor results and take the relevant actions.

  Outcome

  Decisions are made based on the current state of the service.

  Metric

  Incident resolution time/Mean Time Between Failures (MTBF)/Mean Time To Recovery (MTTR).

4Advanced

• Practices

  • Put in place tool-supported access management for all services.
  • Automate the notification process to revoke the physical/logical access, based information provided by the surrounding processes.

  Outcomes

  • Manual time required for access management decreases.
  • Decreased risk.

  Metrics

  • The % of tool-supported access management processes.
  • Total man hours required to support access management activities.

• Practices

  • Establish tool-supported interfaces to key processes.
  • Ensure interfaces between processes are unified and standards-based.

  Outcome

  Increased process efficiency and predictability.

  Metric

  The % of interfaces to key processes that are tool-supported.

• Practice

  Address recurring incidents through problem management that is based on Root Cause Analysis (RCA).

  Outcome

  The root causes of recurring incidents are identified.

  Metric

  The % of incidents solved with RCA.

• Practice

  Address all incidents, both proactively and reactively based on event-monitoring data.

  Outcome

  Service availability/reliability is increased.

  Metric

  The % of tool-supported service restorations.

• Practice

  Establish tool-supported monitoring and process improvement.

  Outcome

  Increased monitoring and process improvement.

  Metric

  Incident resolution time/Mean Time Between Failures (MTBF)/Mean Time To Recovery (MTTR).

5Optimized

• Practices

  • Put in place automated access control that is based on user profile, including all required security and configuration settings.
  • Continually monitor and improve, access control, based on feedback from across the business ecosystem.

  Outcome

  Users have seamless access to the services which they are permitted to use.

  Metric

  The % of services that support automated access control and configuration.

• Practices

  • Define and automate the interfaces to key processes across the business ecosystem.
  • Allow bi-directional monitoring/messaging to be triggered by any process at any time.

  Outcome

  The SRP function is fully integrated with other processes throughout the organization.

  Metric

  The % of interfaces to related key processes that are automated.

• Practices

  • Ensure the business ecosystem works proactively to avoid incidents occurring.
  • Establish automated incident prediction systems.

  Outcome

  The majority of potential incidents are averted.

  Metric

  The % of incidents that are non-predicted.

• Practices

  • Complement the existing proactive and reactive incident management by an effective self-healing processes.
  • Put in place an effective automated interface to surrounding key capabilities (e.g. Technical Infrastructure Management) are established.

  Outcomes

  • The majority of potential incidents are averted.
  • Those incidents which do occur are handled automatically with the relevant Critical Capabilities (CCs).

  Metrics

  • The % of non-predicted incidents.
  • Mean time to achieve incident resolution.

• Practices

  • Establish interfaces to the relevant capabilities (e.g. Service Analytics and Intelligence, Technical Infrastructure Management, Financing and Budgeting, and Demand and Supply Management).
  • Put in place a continual improvement process that incorporate the inputs from all key processes.

  Outcome

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

  Metric

  The # of surrounding CCs that are represented at SRP process reviews.