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- Service Management Capability Maturity Matrix
Service Management Capability Maturity Matrix
The Service Management Capability Maturity Matrix (SMCMM) is a 2x2 matrix used to assess the capability of a service organization. It is based on the Capability Maturity Model (CMM) developed by the Software Engineering Institute (SEI). The SMCMM helps organizations identify areas of improvement and develop strategies to reach higher levels of maturity.
At a very high level, the Service Management Capability Maturity Matrix is used in the context of business, service management.
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- Organizational Effectiveness-Value Stream Alignment Matrix
- Organizational Health Assessment Matrix
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- Organizational Performance Matrix
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- Organizational Performance-Value Matrix
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- Organizational Resilience Matrix
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- Organizational Resilience-Value Matrix
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- Organizational Risk-Opportunity Matrix
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- Outsourcing Risk-Value Matrix
- Paid Search-Competitive Positioning Matrix
- Partner Selection Matrix
- Partnership Marketing Matrix
- People Capability Maturity Matrix
- Perception-Positioning Matrix
- Performance and Potential Matrix
- Performance Appraisal Matrix
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- Performance Management-Value Stream Alignment Matrix
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- Personality Assessment-Value Matrix
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- Porter's Five Forces Framework
- Portfolio Analysis Matrix
- Portfolio Analysis-Evaluation Matrix
- Portfolio Analysis-Performance Alignment Matrix
- Portfolio Analysis-Value Alignment Matrix
- Portfolio Assessment-Performance Alignment Matrix
- Portfolio Optimization-Value Alignment Matrix
- Portfolio Optimization-Value Stream Alignment Matrix
- Portfolio Performance-Value Matrix
- Positioning Matrix
- Process Capability Assessment-Value Alignment Matrix
- Process Capability Matrix
- Process Capability-Performance Matrix
- Process Capability-Value Alignment Matrix
- Process Improvement Matrix
- Process Improvement Maturity Matrix
- Process Improvement-Performance Alignment Matrix
- Process Improvement-Value Alignment Matrix
- Process Improvement-Value Stream Alignment Matrix
- Procurement Capability-Value Matrix
- Procurement Maturity Matrix
- Product Adoption Matrix
- Product Costing Matrix
- Product Design Matrix
- Product Design-Development Matrix
- Product Design-Value Matrix
- Product Development Matrix
- Product Development-Reward Matrix
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- Product Development-Value Matrix
- Product Differentiation Matrix
- Product Feature Matrix
- Product Feature-Value Alignment Matrix
- Product Feature-Value Matrix
- Product Launch-Performance Matrix
- Product Life Cycle Matrix
- Product Portfolio Matrix
- Product Positioning Matrix
- Product Roadmap Matrix
- Product Roadmap-Performance Matrix
- Product-Market Fit Matrix
- Product-Market-Technology Matrix
- Product-Service Matrix
- Product-Service Mix Matrix
- Product/Market Matrix
- Productivity Improvement Matrix
- Program Management Maturity Matrix
- Project Benefit Matrix
- Project Charter Matrix
- Project Management Capability Assessment-Value Matrix
- Project Management Capability-Performance Alignment Matrix
- Project Management Capability-Value Proposition Alignment Matrix
- Project Management Capability-Value Stream Alignment Matrix
- Project Management Matrix
- Project Management Office Maturity Matrix
- Project Management-Performance Alignment Matrix
- Project Prioritization Matrix
- Project Prioritization-Alignment Matrix
- Project Risk Matrix
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- Project Risk-Value Matrix
- Promotions Matrix
- Prospecting Matrix
- Public Relations Matrix
- Purchase Decision Matrix
- Quadrant Analysis
- Quality Control Matrix
- Quality Control-Performance Matrix
- Quality Function Deployment Matrix
- Quality Management Capability Assessment Matrix
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- Quality Management Matrix
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- Rational Decision-Making Matrix
- Recruitment Capability-Value Matrix
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- Relationship Management Matrix
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- Requirements Traceability Matrix
- Resource Allocation Matrix
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- Resource Capability Matrix
- Resource Utilization Matrix
- Risk Analysis Matrix
- Risk Assessment Matrix
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- Risk-Return Matrix
- Roadmap Matrix
- Root Cause Identification Matrix
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- Sales and Marketing Alignment Matrix
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- Service Delivery Matrix
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- Service Delivery Performance-Value Matrix
- Service Delivery-Value Alignment Matrix
- Service Delivery-Value Matrix
- Service Design and Delivery Capability Assessment Matrix
- Service Design and Delivery Matrix
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- Service Design Matrix
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- Social Capital-Value Matrix
- Social Impact Assessment Matrix
- Social Media Analytics Matrix
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What is the Service Management Capability Maturity Matrix?
A visual explanation is shown in the image above. The Service Management Capability Maturity Matrix can be described as a matrix with the following quadrants:
- Initial: The “Initial” quadrant is the starting point for any service organization. It is characterized by a lack of process definition and control, and a lack of measurement and feedback.
- Managed: The “Managed” quadrant is characterized by a focus on process definition and control. The organization has established processes and procedures, but they are not yet optimized.
- Defined: The “Defined” quadrant is characterized by a focus on process optimization and measurement. The organization has established processes and procedures that are optimized and measured.
- Optimized: The “Optimized” quadrant is characterized by a focus on continuous improvement. The organization has established processes and procedures that are continuously improved.
What is the purpose of the Service Management Capability Maturity Matrix?
The Service Management Capability Maturity Matrix (SMCMM) is a 2x2 matrix used to assess the capability of a service organization. It is based on the Capability Maturity Model (CMM) developed by the Software Engineering Institute (SEI). The SMCMM helps organizations identify areas of improvement and develop strategies to reach higher levels of maturity.
The SMCMM is divided into four quadrants:
- Quadrant 1: The “Initial” quadrant is the starting point for any service organization. It is characterized by a lack of process definition and control, and a lack of measurement and feedback. An example of a service in this quadrant is a customer service team that has no formal processes or procedures.
- Quadrant 2: The “Managed” quadrant is characterized by a focus on process definition and control. The organization has established processes and procedures, but they are not yet optimized. An example of a service in this quadrant is a customer service team that has defined processes and procedures, but they are not yet optimized.
- Quadrant 3: The “Defined” quadrant is characterized by a focus on process optimization and measurement. The organization has established processes and procedures that are optimized and measured. An example of a service in this quadrant is a customer service team that has defined processes and procedures that are optimized and measured.
- Quadrant 4: The “Optimized” quadrant is characterized by a focus on continuous improvement. The organization has established processes and procedures that are continuously improved. An example of a service in this quadrant is a customer service team that has defined processes and procedures that are continuously improved.
The SMCMM is a useful tool for service organizations to assess their current level of maturity and identify areas of improvement. It can also be used to develop strategies to reach higher levels of maturity.
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What templates are related to Service Management Capability Maturity Matrix?
The following templates can also be categorized as business, service management and are therefore related to Service Management Capability Maturity Matrix: Effort Impact Matrix, Gap Analysis Matrix, Growth Share Matrix, Kraljic Matrix, Outsourcing Matrix, Quadrant Analysis, Risk Analysis Matrix, Risk Value Matrix. You can browse them using the menu above.
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