Why measure your company’s level of process maturity?

Process Maturity

What is the level of process maturity in your company? Do you know what scale you are on? How often do you measure this level of maturity? 

Process Maturity


Technological evolution has given companies the opportunity to exponentially improve the speed and quality of their service delivery. For example, thanks to new communication channels such as online chat or social networks, customers can make their requests faster and easier. 


Of course, not all organizations have taken advantage of technological advances; for some, the changes brought about by the digital era have resulted in business failure. Why? Because only those companies that have known how to adapt have managed to develop and last for many years. 

Maintaining competitiveness is something that can only be achieved by those companies with capacity for continuous improvement, this capacity in turn, can only be reached by achieving true business process maturity. If you haven’t asked yourself any of the questions at the beginning of this article, don’t worry, it’s a good time to start. 

Constantly measuring the business process maturity is not only good, but necessary for any company, as this assessment is able to show more clearly where the flaws are and what are the opportunities for improvement of the organization. 

Are you interested in knowing more about the subject? Do not miss this article we have prepared for you. 

What do we mean by process maturity level? 

Process maturity is a state that, through the passage of stages called maturity levels, leads the organization and the operational and technology management system to an optimal state of performance.

Measuring and escalating in the maturity level can be a challenge for many companies, however, there are several frameworks that present good practices to support organizations in their positioning and then in their evolution in the maturity scale. These models are descriptive and have, on the one hand, a positioning and orientation objective and, on the other hand, a comparative vocation for the internal or external benchmark.


Advantages of measuring the maturity level of business processes

  • Contributes to translating the organization’s strategies into achievable work. 
  • Allows early detection of errors. 
  • Drives continuous improvement. 
  • Optimizes the performance of all departments of the company. 
  • Helps to better manage changes and maintain competitiveness. 

Process maturity levels according to Gartner

Process MaturityAs we said, there are several frameworks to measure the level of business process maturity. However, we will only refer to one of the most popular, that of Gartner. Of course, this is just an orientative model. It is the company itself who is going to say which standard is the most suitable for the business, based on its particular characteristics and objectives. 



The Gartner model divides the process maturity scale into 5 levels listed from 0 to 4:

Level 0 

The first level or level 0 corresponds to the chaotic scale characterized by improvised, undocumented and unpredictable IT activities. It includes multiple support centers, minimal IT operations, and low user satisfaction.

 At this level companies: 

  • Do not have a centralized Help Desk.
  • Are unable to prevent most incidents effectively. 
  • Lack proper management of IT infrastructure. 
  • Respond to events spontaneously. 

Level 1

The second level or level 1 corresponds to the reactive level, which is characterized by including organizations that only fight fires, and although they have a basic inventory of tools, they are not capable of integrating them, which results in the creation of many information silos. 

At this level companies: 

  • Have a more or less detailed knowledge about the operation of its components.


  • They still do not have a comprehensive view of all processes and assets. 
  • They face many problems when planning activities due to the large amount of time they spend trying to react to events that get out of control. 
  • They focus on lower goals and lose sight of more important goals. 

Level 2

Level 2 is the proactive level that includes those organizations capable of analyzing trends, establishing thresholds, forecasting problems, measuring application availability, automating their activities and achieving mature processes to manage problems, configuration, change, assets and performance. 

At this level companies: 

  • Use metrics to quickly detect future incidents.


  • Have great difficulty predicting the outcome of complex scenarios. 

Level 3

Process Maturity


Level 3 is the level of service that groups organizations that view IT as a service provider. Here organizations define services, know costs, ensure service level agreements, measure and report service availability, integrate processes, and have excellent levels of process management. 


Level 4

Level 4 corresponds to the value level, which includes organizations in which IT represents a strategic partner. These companies link IT and organizational data. Here, collaboration between IT and the organization improves processes, resulting in better infrastructure management, optimal alignment between processes and business, and optimal risk management.

5 Key Factors to Increase Process Maturity 

Identify operational inefficiencies: Evaluate and recognize weaknesses and failures that the company may be facing. Based on this, establish priorities. 

Promote a business culture aware of its processes: To improve you need to know and develop better processes. For this it is necessary that you include your team and that together you establish strategies that eliminate bottlenecks and silos. 

Establish automation and control of intraprocesses: For greater visibility and operational control it is necessary to better control your processes. One of the best tools for this is automation.

Coordinate: establish objectives and processes that are coordinated with the business strategies.

Create an agile business structure: For change not to be a problem, adopt an agile methodology so you can identify and respond to transformations efficiently. 

Have you already determined the maturity level of your company’s processes? Are you looking for solutions to help you develop your organization further? Count on us. 

At GB Advisors we have everything you need to boost your IT inventory and achieve more efficient processes. Contact us and find out what we can do for your business. 


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