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Representative POMs are described for Provisioning Governance at each level of maturity.

2Basic

• Practice

  Identify, define, and train staff in the processes for provisioning key IT services.

  Outcome

  Processes for provisioning key IT services are defined and relevant staff are aware of and trained in these processes — resulting in improved service provisioning metrics.

  Metrics

  • % of key IT service provisioning processes documented.
  • % of IT staff trained on IT service provisioning processes.
  • % of SLA targets achieved per month.

• Practice

  Provide a basic system of service provisioning document control.

  Outcome

  There is a log in place to track the creation and issue of service provisioning process documentation.

  Metric

  Availability of a service provisioning documentation log.

3Intermediate

• Practice

  Establish a service provisioning management plan, including all defined service provisioning management processes.

  Outcomes

  • Service provisioning processes are appropriate and professional.
  • Accountabilities, authorities, and responsibilities for IT service provisioning are agreed and documented in the plan; and they are readily accessible to all relevant parties.

  Metric

  % of key IT service provisioning processes documented.

• Practice

  Ensure that all service provisioning process documents are approved prior to issue and are made available at points of use, with the current revision status of the documents identified.

  Outcomes

  • All service provisioning process documents are in a suitable form for their purpose — e.g. paper based, electronic, database ─ and are available, as required, at their points of use.
  • Identification of the revision status of the documents prevents the use of obsolete documents.

  Metrics

  • Availability of a version controlled service provisioning documentation log.
  • % of service provisioning process documents with version control.

4Advanced

• Practice

  Establish advanced service provisioning processes with automated steps where possible, and define Key Performance Indicators (KPIs) and required service provisioning records.

  Outcomes

  • Advanced service provisioning processes with automation reduce the occurrence of errors and provide operational agility and flexibility.
  • The KPIs and records drive effective planning, operation, and control of service provisioning.

  Metrics

  • % of key IT service provisioning processes documented.
  • # of service provisioning KPIs.
  • Availability of service provisioning records.

• Practice

  Consistently update all service provisioning process documents in alignment with process improvements or other changes, and communicate the changes to all stakeholders.

  Outcome

  Service provisioning process documents are kept up to date and stakeholders are kept aware of new process improvements and new or changed documents.

  Metric

  # of out-of-date service provisioning process documents identified per month.

5Optimized

• Practice

  Establish a programme of continuous improvement to continually assess, create, and update all IT service provisioning processes so that they remain relevant to business needs.

  Outcome

  Service provisioning processes are maintained as best-in-class through a programme of continuous improvement and are well positioned to take advantage of innovations across the business ecosystem.

  Metric

  % of IT service provisioning processes reviewed for improvement opportunities annually.

• Practice

  Proactively review all service provisioning process documents for clarity, consistency, and continued relevance to business needs.

  Outcome

  Continual reviews enable continuous improvement and optimization of the service provisioning process documentation — to define, design, implement, maintain, and improve the quality of IT service provisioning.

  Metrics

  • Frequency of review of service provisioning process documents.
  • # of service provisioning document issues per month.