It is, however, left to the individual to get training, to follow the standards and to apply them. Root cause analysis is only occasionally applied. Nevertheless, overall accountability of key process performance is clear and management is rewarded based on key performance measures. There is full understanding of IT governance issues at all levels, supported by formal training. There is a clear understanding of who the customer is and responsibilities are defined and monitored through service level agreements.
Responsibilities are clear and process ownership is established.
IT processes are aligned with the business and with the IT strategy. Improvement in IT processes is based primarily upon a quantitative understanding and it is possible to monitor and measure compliance with procedures and process metrics. All process stakeholders are aware of risks, the importance of IT and the opportunities it can offer. Management has defined tolerances under which processes must operate. Action is taken in many, but not all cases where processes appear not to be working effectively or efficiently.