I'm trying to understand the link between the Process Capability Model (based on ISO/IEC 15504) and daily performance metrics. Does a high performance on KPIs automatically mean a process is at a higher maturity level? For example, if our Service Desk (DSS01) has a 99% resolution rate, does that mean we are at Level 4 or 5? We want to use these benchmarks to show improvement to our auditors, but I'm confused about how to combine quantitative data with qualitative maturity assessments.
3 answers
It's a common misconception that good KPIs equal high maturity. In COBIT 5, performance metrics (KPIs) measure "how well" you are doing, while the Capability Model measures "how predictable and organized" your process is. You could have a 99% resolution rate (high performance) through "heroic efforts" of a single staff member, but if you have no documentation or standardized procedures, you are still at Level 1. To reach Level 4 (Quantitatively Managed), you must use your metrics to control the process and reduce variance. To reach Level 5 (Optimized), you must use the data for continuous improvement.
So, is it possible to have a Level 3 process that is currently failing its performance targets due to external factors?
Metrics are the data points, and maturity is the framework. Use your KPIs to prove that your "Defined" processes (Level 3) are actually producing the results you promised.
I agree, Nancy. As Dorothy said, maturity is about the organization and predictability. You can't have one without the other if you want long-term success.
Absolutely, Joseph. A Level 3 process is "Defined," meaning it is standardized and documented. However, external factors like a sudden 300% spike in ticket volume might cause your "Time to Resolve" KPI to fail. The difference is that a mature process (Level 3+) will have a defined way to handle that spike and analyze why the target was missed. Maturity provides the "skeleton" of the process, while metrics provide the "vital signs." You need the skeleton to be strong to support high performance, but a strong skeleton doesn't guarantee you won't get sick!