Thoughts on IT Enterprise Architecture Maturity Models for the Thoughts on IT Enterprise Architecture Maturity Models for the .edu Community June 29, 2017

What is a Maturity Model? Wikipedia provides a (somewhat less than helpful) definition: Maturity is a measurement of the ability of an organisation for continuous improvement in a particular discipline (as defined in O-ISM3).[1] The higher the maturity, the higher will be the chances that incidents or errors will lead to improvements either in the quality or in the use of the resources of the discipline as implemented by the organisation. Most maturity models assess qualitatively people/culture, processes/structures, and objects/technology.[2] Two approaches for implementing maturity models exist. With a top-down approach, such as proposed by Becker et al.,[3] a fixed number of maturity stages or levels is specified first and further corroborated with characteristics (typically in form of specific assessment items) that support the initial assumptions about how maturity evolves. When using a bottom-up approach, such as suggested by Lahrmann et al.,[4] distinct characteristics or assessment items are determined first and clustered in a second step into maturity levels to induce a more general view of the different steps of maturity evolution. Source: https://en.wikipedia.org/wiki/Maturity_model ITIL provides a definition in the context of Process Improvement and CMMI The Capability Maturity Model Integration (CMMI) is a process improvement approach developed by the Software Engineering Institute (SEI) of Carnegie Mellon University. CMMI provides organizations with the essential elements of effective processes. It can be used to guide process improvement across a project, a division or an entire organization. CMMI helps integrate traditionally separate organizational functions, sets process improvement goals and priorities, provides guidance for quality processes, and suggests a point of reference for appraising current processes. There are several CMMI models covering different domains of application. Source: 05 ITIL 2011 - Continual Service Improvement

What are the outcomes of using a Maturity Model Using the ITIL language: “guide process improvement across a project, a division or an entire organization” Then, we should expect a Maturity Model effort to deliver: An assessment of current state across the selected domains An understanding of what is possible in the selected domains A process to setting target process improvements in the selected domains A plan to move each domain from current to desired state, including: Investments Resources Timing

Who is the audience? There are two general audiences for an IT Maturity Model effort: Those who need to know where they are on the maturity scale Those who need to know how maturity levels have changed over time Examples of interested roles include: Technical staff Technical managers Technical executives University management University executives Proposal: As a practical matter, process improvement in the ITANA context is a strategic effort aimed at Technical and University executives If we agree to this, then language used in creating a Maturity Model and the assessments must be in language leveled for the intended audience: clear, compelling, strategic. Not technical.

What are the elements of a Maturity Model A Maturity Model establishes: A scale for process maturity A set of processes domains of interest Metrics for each process domain x maturity level, in language that describes process effectiveness

The X Axis: Providing Maturity with a Semi-Quantified Scale Several scales exist with varying numbers of levels and definitions. Sources: http://www.teamquest.com/blog/wp-content/uploads/cm_maturity_model.jpg http://lh4.ggpht.com/_uky5b_4lOT4/Sgo4I52Gs2I/AAAAAAAAACo/sHPzBrjfjRI/image_thumb%5B4%5D.png http://www.hci-itil.com/ITIL_v3/images/service_operations_ch5_fig_5_1.jpg https://itorganization2017.files.wordpress.com/2013/01/slide11.jpg

Proposed Maturity Scale Proposal: Use a 5-level scale of 1 to 5 Key Rationale: Conforms to CMMI standard Source: https://en.wikipedia.org/wiki/Capability_Maturity_Model_Integration

The Y Axis: What to measure? The CMMI does not have a process domain model for the .edu community. We could use an existing process domain model, or invent one. Sources: https://spaces.internet2.edu/download/attachments/40109058/EA+Capability+Maturity+Assessment+Scorecard+Example.xlsx https://services.eot.state.ma.us/rmv/ITApps/ALARSModernization/Shared%20Documents/TO1%20Deliverables/Future%20State%20Business%20Architecture%20(D028)/FSBA%20Deliverable%20%20Final/Exhibits/Exhibit%2001,%20Architecture%20Process%20Maturity%20Level%20Guideline_Final.xlsx http://www.mountainview-itsm.com/itil-training/downloads/Mountainview_ITIL_Maturity_Model_Assessment.xlsx

Proposed Domain Model Proposal: ITIL Service Model Key Rationale: Comprehensive, conforms to ITIL standard Sources: https://www.simplilearn.com/itil-key-concepts-and-summary-article 9 Source: https://en.wikipedia.org/wiki/Capability_Maturity_Model_Integration

Descriptions of Maturity for Each Domain Maturity descriptions for each domain is language that expresses the organization’s minimum capability to ideal capability. This is spread over levels in the chosen scale. Typically the low end is chaotic and the high end is excellent.

Example of a Maturity Model Assessment Capability Vision 4/8/14 The Vision for EA Maturity Model Assessment Capability Provide University organizations with a common approach for understanding their current levels of operational and process maturity, while enabling them to plan improvements in areas that need it the most. Objectives Guiding Principles Key Performance Indicators An assessment of current state across the selected domains An understanding of what is possible in the selected domains A process to set target process improvements in the selected domains A plan to move each domain from current to desired state, including: - Investments - Resources - Timing Business relevance: Services should be defined in terms of the services customers demand. Financial transparency: Services should have cost transparency with stakeholders. Customer experience: Services should deploy mechanisms that enable customers to make appropriate service selections and to control costs. Ownership: Services should centralize accountability with service managers Business relevant measurement: Services should measure and report service performance effectively Culture: Services should create a culture among all staff that promotes continuous service improvements Compliance - Compliance metrics determine if the process is being performed as documented in policies and procedures. Quality - Quality metrics are used to demonstrate how well something is being done (or how free it is of errors). Performance - Performance or efficiency metrics demonstrate how fast or slow something is happening. Value - Value or effectiveness measures seek to answer the question “Are we making a difference?”.

Assessment: What Metrics to Use When Measuring the Maturity of a Process? Assessment of process maturity is a combination of quantified (numeric) assessment along with qualified (intuitive) assessment. Both can be combined into a scale that gives a comprehensive view of processes. Sources: http://net.educause.edu/ir/library/pdf/ITSMWebinarslidesdec42013.pdf http://www3.pinkelephant.com/ressource/pinklink/na/issue153/Measuring%20ITSM%20-%20Are%20Your%20Processes%20Making%20The%20Grade.pdf https://en.wikibooks.org/wiki/ITIL_v3_(Information_Technology_Infrastructure_Library)/Service_Design#Measurement

Proposed ‘Measures’ for Assessing Service Maturity for Each Domain Maturity Measurement requires comparing the current-state of a process against the spectrum of maturity capabilities defined for a domain. Some considerations that can be used include: Compliance - Compliance metrics determine if the process is being performed as documented in policies and procedures. Quality - Quality metrics are used to demonstrate how well something is being done (or how free it is of errors). Performance - Performance or efficiency metrics demonstrate how fast or slow something is happening. Value - Value or effectiveness measures seek to answer the question “Are we making a difference?”. Scoring a Maturity Level Quantifies These Qualitative Measures Sources: http://www3.pinkelephant.com/ressource/pinklink/na/issue153/Measuring%20ITSM%20-%20Are%20Your%20Processes%20Making%20The%20Grade.pdf

Hypothetical Model of an Overall Enterprise This maturity model uses the major ITIL processes to give an overall assessment. Sources: https://wiki.en.it-processmaps.com/index.php/ITIL-Checklists#ITIL_2011_Templates https://wiki.en.it-processmaps.com/index.php/Main_Page

Hypothetical (Detailed) Model of an Enterprise or Sub-organization This maturity model uses detailed ITIL processes domains for a deeper assessment. Sources: https://wiki.en.it-processmaps.com/index.php/ITIL-Checklists#ITIL_2011_Templates https://wiki.en.it-processmaps.com/index.php/Main_Page

Reference Materials These documents are available from the internet: IT Process Wiki - the ITIL® Wiki: This Wiki is about the IT Infrastructure Library ITIL® (ITIL 2011, ITIL V3 & V2), ISO 20000 and IT Service Management (ITSM) https://wiki.en.it-processmaps.com/index.php/Main_Page EDUCAUSE ITIL CG Webinar – December 4, 2013 - How to do an ITSM Process Maturity Assessment http://net.educause.edu/ir/library/pdf/ITSMWebinarslidesdec42013.pdf Lund University - School of Economics and Management - Department of Informatics - IT maturity self-assessment - does a quantitative survey get it right? http://lup.lub.lu.se/luur/download?func=downloadFile&recordOId=7369786&fileOId=7370010 NATIONAL ASSOCIATION OF STATE CHIEF INFORMATION OFFICERS - Enterprise Architecture Maturity Model http://www.nascio.org/publications/documents/nascio-eamm.pdf EDUCAUSE CENTER FOR ANALYSIS AND RESEARCH - Getting Your Ducks in a Row: IT Governance, Risk, and Compliance Programs in Higher Education http://library.educause.edu/~/media/files/library/2014/3/ers1402.pdf EDUCAUSE - Higher Education IT Governance Checklist https://library.educause.edu/~/media/files/library/2017/3/highereditgovchecklist.pdf