Assessments - The Practice of Cloud System Administration - page 423

Level 1: Initial
• There is no playbook, or it is out of date and unused.
• Results are inconsistent.
• Different people do tasks differently.
• Two users requesting the same thing usually get different results.
• Processes aren't documented.
• The team can't enumerate all the processes a team does (even at a high level).
• Requests get lost or stalled indefinitely.
• The organization cannot predict how long common tasks will take to complete.
• Operational problems, if reported, don't get attention.
Level 2: Repeatable
• There is a finite list of which services are supported by the team.
• Each end-to-end process has each step enumerated, with dependencies.
• Each end-to-end process has each step's process documented.
• Different people do the tasks the same way.
• Sadly, there is some duplication of effort seen in the flow.
• Sadly, some information needed by multiple tasks may be re-created by each step
that needs it.
Level 3: Defined
• The team has an SLA defined for most requests, though it may not be adhered to.
• Each step has a QA checklist to be completed before handing off to next step.
• Teams learn of process changes by other teams ahead of time.
• Information or processing needed by multiple steps is created once.
• There is no (or minimal) duplication of effort.
• The ability to turn up new capacity is a repeatable process.
Level 4: Managed
• The defined SLA is measured.
• There are feedback mechanisms for all steps.
• There is periodic (weekly?) review of defects and reworks.