Process Assesments are critical to improve Services. Services are the result of the processes that support/deliver them. If we idenfity and improve certain specific activities, we will improve the final Service. For identifying what things we need to inmprove, the best option is performing a Processes Assesment against your Service Management System (SMS).

The ISO/IEC 15504 international standard is a framework for process maturity assesment and continuous improvement. During the process assesment, consultants can use ISO/IEC 15504 to analyze the process capability and meassure its key performance indicators. The result will be a standard meassure internationally recognized for the processes maturity involved in delivering the agreed Services to customers.

The processes evaluated will result in one of the following Capability Levels: incomplete, performed, managed, established, predictable or optimizing. Following I will explain each of them:

  • Incomplete (Level 0): there are no standards for process execution (some chaotic management). Organization in Level 0 depends on the motivation, competence and heroes inside their departments, but not in the correct use of proven best-practices.
  • Performed (Level 1): there are installed basic process management controls based mainly in the results/products. At this Level 1 maturity the process is like a black box with defined milestones (or checkpoints) on planning, monitoring and control of time, costs, functionality and quality.
  • Managed (Level 2): there is a management based on processes and work-products. The process boxes have become visible and it is been identified each of the activities that build the process. Also roles and responsibilities in the process are clearly defined.
  • Established (Level 3): there are formal predefined processes documented, implemented and communicated across the organization. These processes are tailored for specific use and according to their use of resources.
  • Predictable (Level 4): there are quantitative quality goals for both processes and services. The quality of the processes/services are predictable because they are measured and operated within quality limits (KPIs and SLAs). There is an input for decision making based on that information available.
  • Optimizing (Level 5): the organization proactively identifies weaknesses and strengths. There is a continuous strive to improve the processes and services capabilities, generating a better customer experience as a result.

Do you assess your processes against the ISO 15504 Capability Levels?


Ready to Get to THE NEXT LEVEL? You have only 2 options: Lead your change, or let others make it for you. CHANGE HAPPENS every second whether you actively participate in it or not. If you’re the kind of person who likes to have total control over every aspect of your Business & Career, then you’ve found your perfect Executive Coach: Angel Berniz Team. We can help you with your Strategy & Transformation. My 5-step results-driven IGTAI Career Success Coaching Method©: “I Inspire You; We Set Goals; I Provide You with the Tools; We Move into Action!; We Iterate Again and Again”. Work with us, drop us an email: [email protected]. We will help you to become an EXPERT. Remember my coaching advice: “Experts Are Built Not Born. Success Doesn’t Happen, It’s LEARNED!” – Take Action. Get Results!