(0) Not defined:

There is no service owner or person responsible for a service.

(1) Initial:

Senior management deal with service management on a reactive basis. Senior management are aware of their responsibilities, but communication of policies and goals is not effective.

(2) Repeated/partial:

A service owner role has been assigned but not to a management representative. Goals and policies are consistently communicated through defined communication channels.

(3) Defined:

The role of the service owner is defined and documented. It has been assigned to a management representative. Senior management's The responsibilities of senior management are clearly defined and documented. The role of a senior responsible service owner has been defined and assigned.

(4) Managed:

The roles and effective management of the service are monitored and issues are recorded.

(5) Optimised:

At regular intervals the services owner roles and their assignments are reviewed and altered, documented and communicated as required.

(0) Not defined:

There is no evidence for a service delivery policy specifically for the service or a general service delivery policy.

(1) Initial:

Service level and service management are defined informally. There is no consultation with the designated communities that may use the service. There is no formal policy.

(2) Repeated/partial:

Through repeated activity there is an informal service delivery agreement with designated communities and an informal service management plan. Any review of the service level or management plan is on a reactive basis.

(3) Defined:

The specific service delivery policy and service management plan are defined and described in consultation with designated communities where appropriate to do so.

(4) Managed:

The specific service delivery policy and management plan are monitored and any incidents addressed. Any issues raised by the organisation or designated communities are recorded for review.

(5) Optimised:

At regular intervals the service delivery policy and management plan are reviewed. Any amendments made are recorded and the updated policy and plan are communicated to the appropriate stakeholders in accordance with the communication plan.

(0) Not defined:

There is no service policy documented.

(1) Initial:

Service delivery is agreed on a case by case basis. There is no documented policy.

(2) Repeated/partial:

There is the regular delivery of a service based upon repeated (common) practice, but no formal written policy in place.

(3) Defined:

A general service policy is defined and documented, and it is approved by senior management. The policy is disseminated to stakeholders and to all within the organisation or infrastructure.

(4) Managed:

Service provision is monitored and issues pertaining to the service delivery policy are tracked and evaluated.

(5) Optimised:

The general service delivery policy is reviewed at regular intervals and updated if needed.