Service Design
Maturity Measures
Tools and Automation
1
Manual and informal design processes.
2
Basic tools for design such as simple modelling software.
3
Integrated design tools for service modelling and management.
4
Advanced tools with automated design validation features.
5
AI-driven tools for predictive design and simulation.
Process Integration
1
Design activities are isolated and sporadic.
2
Basic alignment of design processes with service delivery.
3
Fully integrated design processes across IT and business units.
4
Design processes are fully aligned with business strategy.
5
Seamless integration and continuous alignment with business changes.
Training and Awareness
1
Minimal training or awareness of design principles.
2
Basic training on service design concepts and tools.
3
Regular training and updates on design best practices and methodologies.
4
Comprehensive training programs and skills development in service design.
5
Continuous learning and capability development in advanced design techniques.
Performance Measurement
1
No metrics for measuring design effectiveness.
2
Basic metrics such as design completion times and adherence to initial requirements.
3
Detailed KPIs for design quality, user satisfaction, and implementation efficiency.
4
Comprehensive performance management integrating feedback for continuous improvement.
5
Predictive analytics and real-time metrics for design impact and efficiency.
Stakeholder Communication
1
Poor or no communication about design processes and outcomes.
2
Periodic updates to IT staff and management on design projects.
3
Regular, structured communication with all stakeholders on design decisions and impacts.
4
Proactive and strategic communication aligned with business and user needs.
5
Optimised, real-time stakeholder engagement and transparent design processes.
Continuous Improvement
1
No formal process for improving design practices.
2
Reactive adjustments based on major project failures.
3
Formal review and improvement processes based on feedback and analysis.
4
Managed improvement cycles driven by data and stakeholder feedback.
5
Culture of proactive design innovation and continuous adaptation to market trends.
Documentation
1
No formal design documentation or inconsistent practices.
2
Basic design documentation for major services.
3
Comprehensive design documentation covering all services.
4
Design documentation is actively maintained and updated.
5
Dynamic documentation incorporating continuous feedback and adaptive design methods.