At maturity level 3, service providers use defined
processes for managing projects. They embed tenets of project management and
services best practices, such as service continuity and incident resolution
and prevention, into the standard process set. The service provider verifies
that selected work products meet their requirements and validates services to
ensure they meet the needs of the customer and end user. These processes are
well characterized and understood and are described in standards, procedures,
tools, and methods.
The organizationís set of standard processes, which
is the basis for maturity level 3, is established and improved over time.
These standard processes are used to establish consistency across the
organization. Projects establish their defined processes by tailoring the
organizationís set of standard processes according to tailoring guidelines.
(See the definition of ďorganizationís set of standard processesĒ in the
A critical distinction between maturity levels 2 and 3 is the scope of
standards, process descriptions, and procedures. At maturity level 2, the
standards, process descriptions, and procedures may be quite different in each
specific instance of the process (e.g., on a particular project). At maturity
level 3, the standards, process descriptions, and procedures for a project are
tailored from the organizationís set of standard processes to suit a
particular project or organizational unit and therefore are more consistent
except for the differences allowed by the tailoring guidelines.
Another critical distinction is that at maturity
level 3, processes are typically described more rigorously than at maturity level 2. A defined
process clearly states the purpose, inputs, entry criteria, activities, roles,
measures, verification steps, outputs, and exit criteria. At maturity level 3,
processes are managed more proactively using an understanding of the
interrelationships of process activities and detailed measures of the process,
its work products, and its services.
At maturity level 3, the organization must further
mature the maturity level 2
process areas. Generic practices associated with generic goal 3 that were not
addressed at maturity level
2 are applied to achieve maturity level