ISO 20000 Process Measurement Matrix

by Maya G

What is Process Measurement Matrix?

The ISO 20000 Process Measurement Matrix is a framework that organizations can use to determine the performance level of specific processes and identify areas that require improvement. It is part of the ISO 20000 IT service management standard and is based on four quadrants: process attributes, service levels, capabilities, and critical success factors.

Process Measurement Matrix template, ISO 20000, MS Excel

The matrix consists of quadrants:

  • Process attributes
  • Service Metrics
  • KPI
  • Tolerance Limit
  • Frequency of measurement
  • Indicator value
  • Process Owner
  • Expected Indicator
  • Comments

Each quadrant contains many specific indicators that can be used to assess the performance of a process. The matrix can assess individual processes and the overall performance of an organization's process management system.

ISO 20000

Why is Process Measurement Matrix essential for the organization?

The Process Measurement Matrix is essential for the organization ISO 20000 because it provides a structured and systematic approach to process measurement that enables organizations to establish a baseline for their processes, identify process improvements, and track the effectiveness of those improvements over time. Therefore, the PMM is also a key deliverable.
The PMM enables an organization to continually measure process performance and take corrective action where necessary, ensuring compliance with ISO 20000 requirements for service excellence. Additionally, the PMM helps organizations understand the strengths and weaknesses of their processes and develop improvement strategies to increase overall service delivery effectiveness.

What is included in Process Measurement Matrix?

The matrix can be used to measure the effectiveness of a process, identify improvement opportunities, and track the impact of changes made to the process.

ISO 20000 Process Measurement Matrix, Process Measurement Matrix

The measurement matrix comprises a set of metrics, each corresponding to a specific aspect of the process. The metrics can be used to assess the performance of the process in terms of quality, efficiency, and effectiveness.

1. Process Attributes

The Process Measurement Matrix (PMM) can be used to help an organization understand its current level of performance against each of the clauses in the standard. The PMM can also help plan and implement improvements to the organization’s ISO 20000-compliant processes.
The PMM consists of a set of Process Attributes, which are used to assess the performance of each process. The Process Attributes are:

2. Service Metrics

Service providers are under continual pressure to demonstrate the value of their services. As a result, service providers must report on their services' performance to earn customers' trust. Service metrics can measure the performance of individual departments, employees, or processes. Service metrics are essential because they provide insights that can help organizations improve the quality of their services. Furthermore, service metrics can be used to benchmark the performance of an organization against its competitors.
A well-designed set of service metrics can help a service provider improve their performance and demonstrate the value of their services.
There are four main types of service metrics:

  • Availability
  • Performance
  • Reliability
  • Capacity

3. KPI

It is essential to implement a process measurement matrix. This matrix will help identify, measure, and track the Key Performance Indicators (KPIs) relevant to the organization's processes.
In simple words, KPI can be defined as a quantifiable measure that is used to gauge and analyze the success of a particular business process or activity. KPI, the Key Performance Indicator, measures the performance of a company's goals, objectives, and strategies. A KPI is typically a single, objective quantitative measure that can be used to measure the success of a business or activity. They are commonly used to evaluate progress towards pre-determined metrics or objectives and assess specific strategies' effectiveness.

4. Tolerance Limit

The organization determines the tolerance limit when creating its process measurement matrix. It is a value that they decide on based on their specific goals, objectives, and requirements. Generally, organizations set the tolerance limit to correspond with their broader service level expectations.
Using the tolerance limit in the process measurement matrix provides organizations with a means to measure their processes' performance and identify improvement areas. This helps to ensure that their service delivery is efficient and effective.

5. The Frequency of measurement

The frequency of measurement is an essential aspect of the process measurement matrix ISO 20000. It determines how often the measurements should be taken to produce accurate results. The frequency of measurement can be set by the user or automatically determined by the system. There are three main types of frequency of sizes: Weekly, Monthly, and quarterly.

6. Indicator values

It consists of indicators used to score each process's performance.
The indicator values are intended to provide a quantifiable way to assess the health of a process. In addition, they can be used to identify improvement areas and track the progress of corrective actions.

7. Process Owner

The process owner is the individual responsible for the successful operation of a particular process. In the context of the Process Measurement Matrix (PMM), the process owner is responsible for ensuring that the process is designed and operated by the requirements of the PMM.
The process owner is also responsible for ensuring that the process is continuously improved and that any problems that arise are promptly resolved. To be successful, the process owner must have a good understanding of the process and the PMM.

8. Expected Indicator

The Expected Indicator in the Process Measurement Matrix (PMM) is a statistical tool that helps you understand if the process is operating as expected. It is used to monitor and compare process performance over time. The Expected Indicator is used to measure service quality. This indicator is used to track and report on service quality metrics.

Benefits of Process Measurement Matrix :

1. It enables you to evaluate the level of performance of your organization's processes.
2. It assists you in diagnosing the root causes of process problems.
3. It provides a framework for designing and implementing process improvement initiatives.
4. It is a valuable tool for monitoring and controlling process performance.
5. It can help you to identify best practices and implement them across your organization.
6. It can benchmark your organization's processes against those of other organizations. 7. It can help prioritize efforts by focusing on the processes that need the most attention.
8. It provides a method for evaluating the impact of changes on the process.
9. It encourages dialogue, collaboration, and communication between the various stakeholders of the process.
10. It ensures the process is adequately defined, documented, and communicated.


ISO 20000