Level 2: Managed Process

COBIT 2019 Foundation: Capability Level 2 - Managed Process

Understanding Capability Level 2: Managed Process

Why Is Level 2: Managed Process Important?

Capability Level 2 represents a critical milestone in organizational maturity within the COBIT 2019 framework. At this level, processes transition from being ad hoc and unpredictable (Level 1) to being managed, monitored, and executed in a controlled manner. This importance cannot be overstated because:

• Predictability: Organizations can now consistently deliver process outputs and manage risks effectively
• Resource Optimization: Processes are planned, resourced, and executed with defined procedures
• Compliance: Organizations can demonstrate that they follow established procedures and meet regulatory requirements
• Foundation for Improvement: Level 2 provides the baseline for continuous improvement and advancement to higher maturity levels
• Stakeholder Confidence: Managed processes instill confidence in customers, partners, and regulators

What Is Capability Level 2: Managed Process?

Capability Level 2 in COBIT 2019 is defined as the level where processes are planned, executed, monitored, adjusted, and maintained to produce the required outputs. The key characteristics include:

• Process Definition: Processes are defined, documented, and communicated to relevant stakeholders
• Resource Allocation: Adequate resources (people, technology, tools) are allocated to processes
• Measurement and Monitoring: Processes are monitored for compliance and effectiveness using defined metrics
• Work Product Management: Process inputs, outputs, and work products are properly managed and controlled
• Responsibility and Authority: Clear roles, responsibilities, and authority are assigned for process execution
• Quality Management: Work products meet defined quality standards and acceptance criteria
• Corrective Actions: Non-conformances are identified and corrective actions are implemented

How Does Capability Level 2: Managed Process Work?

Level 2 operates through a systematic approach that ensures consistent process execution:

1. Planning and Preparation:

• Processes are formally planned with defined objectives, scope, and deliverables
• Resources are allocated based on process requirements
• Schedules and budgets are established
• Stakeholders are identified and engaged

2. Execution and Control:

• Processes are executed according to documented procedures
• Work is controlled and supervised by designated personnel
• Progress is tracked against plans and schedules
• Issues and risks are managed proactively

3. Monitoring and Measurement:

• Performance metrics and KPIs are defined and collected
• Process compliance is monitored against defined standards
• Quality of work products is assessed regularly
• Data is analyzed to identify trends and anomalies

4. Adjustment and Optimization:

• Process performance is reviewed against objectives
• Corrective actions are taken for non-conformances
• Processes are adjusted based on feedback and performance data
• Lessons learned are documented and applied

5. Maintenance and Sustainability:

• Process documentation is kept current and accessible
• Training is provided to ensure consistent execution
• Changes to processes are managed formally
• Process effectiveness is continuously monitored

Key Attributes of Level 2 Maturity

The following attributes distinguish Level 2 processes from Level 1:

• Predictability: Process outcomes are reasonably consistent and foreseeable
• Documentation: Procedures are documented and followed
• Responsibility: Clear ownership and accountability are established
• Monitoring: Regular monitoring and control mechanisms are in place
• Repeatability: Processes can be consistently repeated by different practitioners
• Traceability: Process activities and decisions can be tracked and audited
• Communication: Information flows are managed and documented

How to Answer Exam Questions on Level 2: Managed Process

Understanding Question Types:

COBIT 2019 Foundation exam questions on Level 2 typically fall into these categories:

• Definition and characteristics of Level 2
• Differences between Level 1, Level 2, and other levels
• Requirements for achieving Level 2
• Process management activities at Level 2
• Benefits and outcomes of Level 2 maturity
• Scenarios requiring Level 2 implementation

Strategy for Answering:

1. Identify the Core Question:

• Determine if the question asks about what Level 2 is, how it works, or why it matters
• Look for keywords: "managed," "planned," "monitored," "controlled," "repeatable"
• Note the context: is it about process definition, execution, monitoring, or improvement?

2. Apply Level 2 Characteristics:

• Always reference the five key elements of Level 2: planning, execution, monitoring, adjustment, and maintenance
• Remember that Level 2 is about managing processes consistently, not just executing them
• Level 2 requires documented procedures and clear accountability
• Performance must be measured and monitored against defined standards

3. Distinguish Level 2 from Other Levels:

• Level 1 (Performed): Ad hoc, reactive, dependent on individuals. Level 2 adds structure, planning, and monitoring
• Level 3 (Established): Standardized across the organization. Level 2 is still localized to specific processes
• Level 4 (Predictable): Quantitatively managed. Level 2 uses qualitative monitoring
• Level 5 (Optimizing): Continuous improvement culture. Level 2 focuses on maintaining current performance

4. Use the SMART Criteria:

• Specific: Processes have clearly defined objectives and scope
• Measurable: Performance metrics are established and tracked
• Achievable: Resources and capabilities match process requirements
• Relevant: Processes align with organizational goals
• Time-bound: Schedules and timelines are defined and monitored

Exam Tips: Answering Questions on Level 2: Managed Process

Tip 1: Remember the "Managed" Concept

• Level 2 is fundamentally about management - not just doing the work, but managing how it's done
• Look for answer options that emphasize planning, monitoring, control, and adjustment
• Avoid answers that suggest either chaos (Level 1) or organization-wide standardization (Level 3+)

Tip 2: Focus on Process vs. People

• Level 2 processes are not dependent on individual heroes - they work because the process is designed to work
• If an answer emphasizes reliance on specific individuals, it's likely Level 1
• If an answer emphasizes organizational standards across multiple areas, it's likely Level 3+
• Level 2 is the middle ground: processes are managed but may vary between departments

Tip 3: Recognize the Five Key Activities

• When reading answers, look for these activities: Plan → Execute → Monitor → Adjust → Maintain
• A complete Level 2 answer should reference multiple activities, not just one
• If an answer mentions only execution or only monitoring, it's likely incomplete

Tip 4: Understand the Role of Documentation

• Level 2 requires documented procedures and standards
• But documentation at Level 2 is process-specific, not organization-wide
• Answers mentioning "documented procedures" followed by "monitored execution" are strong Level 2 indicators

Tip 5: Recognize Measurement and Control Mechanisms

• Level 2 uses qualitative metrics (compliance, quality) rather than quantitative predictive models (Level 4)
• Answers mentioning KPIs, performance metrics, or SLAs are often correct for Level 2
• But if the answer emphasizes statistical analysis or quantitative prediction, it's likely Level 4

Tip 6: Watch for Scenario-Based Questions

• Scenario: "Our finance department has documented procedures and monitors them monthly, but each department does things slightly differently"
• Answer: This describes Level 2 - managed at the process level but not standardized organization-wide
• Key indicator: Look for "managed," "monitored," "documented," "executed consistently" in the scenario

Tip 7: Eliminate Wrong Answers Systematically

• Eliminate answers suggesting no structure or planning → these describe Level 1
• Eliminate answers suggesting organization-wide standards → these describe Level 3 or higher
• Eliminate answers emphasizing statistical control or continuous innovation → these describe Level 4-5
• Choose answers emphasizing planning, execution, monitoring, and adjustment → these describe Level 2

Tip 8: Understand Common Level 2 Statements

• Correct statement: "Processes are planned, executed, and monitored with defined procedures"
• Correct statement: "Work products are managed and meet quality criteria"
• Correct statement: "Process performance is measured against objectives and corrective actions are taken"
• Incorrect statement: "Everyone follows the same procedures across the organization" (too broad - Level 3)
• Incorrect statement: "We do things as needed without formal planning" (too basic - Level 1)

Tip 9: Use Comparative Language in Answers

• When comparing levels, use these phrases:
• Level 1 to 2: "Adds structure, planning, monitoring, and accountability"
• Level 2 to 3: "Adds organization-wide standardization and consistency"
• Level 2 characteristic: "Repeatable, predictable, and managed consistently"

Tip 10: Practice with Real Scenarios

• Scenario 1: "The IT helpdesk resolves tickets ad hoc, with no documented process"
• Level: Level 1 (Performed)
• What's needed for Level 2: Document the process, assign responsibilities, track metrics, adjust based on data


• Scenario 2: "The IT helpdesk has a documented process, tracks response times, and adjusts procedures monthly based on ticket data"
• Level: Level 2 (Managed)
• Why not Level 3: The process may not be standardized across all IT areas

Quick Reference: Level 2 Indicators

Conclusion

Capability Level 2: Managed Process is the foundation of organizational process maturity in COBIT 2019. It represents the transition from reactive, ad hoc operations to planned, controlled, and monitored processes. When answering exam questions, always remember that Level 2 is characterized by structured management - not chaos (Level 1) and not organization-wide standardization (Level 3+). Focus on the five key activities (plan, execute, monitor, adjust, maintain), understand the importance of documentation and accountability, and practice distinguishing Level 2 from adjacent maturity levels. With these strategies and tips, you'll be well-prepared to answer any COBIT 2019 Foundation exam question about Capability Level 2.