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Representative POMs are described for Technologies at each level of maturity.

2Basic

• Practice

  Apply workflow technologies to some high-volume processes within discrete projects.

  Outcome

  Competency in process automation technologies develops.

  Metrics

  • Number of processes in which process automation technologies are used.
  • Number of different process automation technologies in use.

• Practice

  Evaluate the use of process documentation, modelling, or analysis tools in some projects or business units.

  Outcomes

  • A vision emerges of a portfolio of BPM technologies that addresses key needs.
  • Awareness of the need for a coordinated approach to BPM technologies emerges.

  Metric

  Number of different BPM technologies in use.

3Intermediate

• Practice

  Have a BPM technology specialist take responsibility to ensure BPM technologies meet business needs and oversee the performance of the required technical support.

  Outcome

  Approved BPM technologies meet business needs.

  Metric

  Satisfaction levels of developers and users with approved BPM technologies.

• Practice

  Adopt and deploy a small number of approved BPM technologies across the organization.

  Outcome

  Organizational skills coalesce around approved BPM technologies.

  Metric

  Percent of business units and departments using approved BPM technologies.

4Advanced

• Practice

  Support and promote a functionally rich set of BPM technologies to meet business needs.

  Outcome

  BPM technologies are embraced by IT personnel as a powerful toolset for interactions between IT and the business, and terms associated with these technologies are integrated into the broader IT lexicon.

  Metric

  Satisfaction of all relevant stakeholder groups with BPM technologies.

• Practice

  Assign responsibility to a designated person or group for BPM technologies to address business needs, oversee application performance, ensure compliance with the enterprise architecture, and to communicate with vendors.

  Outcome

  BPM technologies are managed as a portfolio of critical functionalities.

  Metric

  Profile statistics of performance parameters for each BPM technology.

• Practice

  Have a technical support group support BPM technologies and provide first-tier problem resolution and user guidance.

  Outcome

  Technical support is efficient and responsive.

  Metric

  Number of issues that require escalation to tier 2 technical support.

5Optimized

• Practice

  Assign internal technology experts as active participants in the product development planning process of BPM software vendors.

  Outcome

  BPM technologies support a high percentage of activities across the organization.

  Metric

  List of BPM initiatives/projects that add value.

• Practice

  Conduct continual research to identify new technological options to improve process performance.

  Outcome

  The organization's BPM technology capability is constantly kept at a “leading edge” state.

  Metric

  List of public citations for the organization's use of BPM technologies.