The ITSM capability maturity model outlines the developmental stages our organization will progress through in order to deliver on our program goals.
| CMM Level | Initial | Repeatable | Defined | Managed | Optimized |
| Generally, processes are: |
Ad hoc, changing; dependent on individual efforts | Planned, documented, and producing consistent results | Standardized and integrated across the organization | Quantitatively measured and controlled | Continuously and incrementally improved through monitoring feedback |
| ITSM processes are: | At various levels of maturity within each respective IT Group | Established in a common frameworkSupported by independent toolsIndependently governed & measured | Supported by an enterprise tool*Centrally or federally governedOperationalized as a Service | Centrally or federally governed and measuredAutomated reporting | Optimized governance/metrics and mechanisms for CPI |
| Maturation of ITSM Processes Through Process Development and Integration | |||||
| Process A | Independant and unique to a team or group | Develop common framework with standard ‘A’ process; Implement within each team |
Implement enterprise tool; Integrate process ‘B’; Integrate process ‘C’ |
Integrate reporting & dashboards | Full workflow automation, reporting and continuous process improvement |
