Continual Improvement
Maturity Measures
Documentation
1
No formal improvement documentation; improvements are sporadic.
2
Basic documentation of improvement actions and outcomes.
3
Comprehensive documentation of improvement plans, actions, and results.
4
Dynamic documentation including detailed analysis of improvement impact.
5
Fully integrated improvement documentation updated in real time, with predictive adjustments.
Tools and Automation
1
Manual tracking of improvements, if any.
2
Basic tools for recording and tracking improvement efforts.
3
Integrated tools for managing improvement initiatives across functions.
4
Advanced tools with automated feedback and monitoring systems.
5
AI-driven tools for predictive analysis and automated improvement implementations.
Process Integration
1
Improvements are isolated and not linked to business goals.
2
Basic linkage of improvement initiatives to specific IT goals.
3
Well-integrated improvement processes aligned with ITSM and business strategies.
4
Continual improvement processes are part of all business units and IT functions.
5
Seamless, enterprise-wide integration of continual improvement in daily operations.
Training and Awareness
1
Minimal training on the importance and methods of improvement.
2
Basic training on tools and methods for identifying improvements.
3
Regular training on advanced continual improvement strategies and techniques.
4
Ongoing, comprehensive development programs for all staff on continual improvement methodologies.
5
Continuous learning environment with real-time training and adaptation to new methods.
Performance Measurement
1
No systematic measurement of improvement effectiveness.
2
Basic measures such as number of improvements implemented.
3
Detailed KPIs tracking improvement impact on efficiency and effectiveness.
4
Comprehensive metrics and analytics to assess and drive improvements.
5
Real-time and predictive performance management for continual adjustment and optimization.
Stakeholder Communication
1
Irregular communication about improvement efforts.
2
Periodic updates to stakeholders on improvement outcomes.
3
Regular, structured communication on ongoing and planned improvements.
4
Strategic communication and engagement with stakeholders on improvement strategies.
5
Proactive, transparent communication using real-time data and feedback mechanisms.
Continuous Improvement
1
No formal continuous improvement process in place.
2
Reactive adjustments based on failures or critical feedback.
3
Formal, structured processes for ongoing improvements across the organisation.
4
Managed improvement cycles driven by strategic objectives and performance data.
5
Culture of innovation and proactive optimisation, continually adapting to external changes and internal feedback.