Incident Management
Maturity Measures
Documentation
1
No formal documentation; incidents are handled sporadically.
2
Basic documentation of common incidents and initial response procedures.
3
Comprehensive documentation including detailed incident response plans and escalation paths.
4
Documentation is regularly reviewed and updated based on incident reviews and feedback.
5
Dynamic documentation system incorporating real-time data and predictive analytics.
Tools and Automation
1
Manual handling of incidents without specific tools.
2
Basic tools for logging and tracking incidents.
3
Integrated incident management tools with automated alerting and escalation features.
4
Advanced tools with comprehensive analytics and automated response capabilities.
5
AI-driven incident prediction and automated resolution systems.
Process Integration
1
Incident handling is isolated from other IT processes.
2
Basic integration of incident management with other IT service management practices.
3
Well-integrated incident management processes across ITSM and business units.
4
Incident management processes are fully aligned with business continuity and security measures.
5
Seamless, automated integration of incident management across all business and IT operations.
Training and Awareness
1
Minimal training provided on incident handling.
2
Basic training on incident logging and response for IT staff.
3
Regular training sessions on incident response protocols and tools for all relevant personnel.
4
Ongoing training and simulations to prepare staff for a variety of incident scenarios.
5
Continuous learning culture with adaptive training based on incident trends and new technologies.
Performance Measurement
1
No formal metrics for measuring incident response effectiveness.
2
Basic metrics such as response time and resolution rate.
3
Detailed KPIs tracking incident impact, resolution efficiency, and user satisfaction.
4
Comprehensive performance management integrating qualitative and quantitative data from incident responses.
5
Real-time analytics to continuously refine incident response strategies and improve outcomes.
Stakeholder Communication
1
Poor or no communication about incident status and impacts.
2
Periodic updates to stakeholders during major incidents.
3
Regular, structured communication protocols for all incidents, ensuring transparency with stakeholders.
4
Proactive communication strategies that inform and align with business impacts and recovery procedures.
5
Optimised communication using real-time incident updates and automated notification systems.
Continuous Improvement
1
No systematic process for improving incident management.
2
Reactive adjustments based on significant incidents.
3
Formal review and enhancement of incident management processes based on feedback and analysis.
4
Managed improvement cycles informed by incident data and stakeholder feedback.
5
Culture of proactive optimisation based on predictive insights and continuous feedback.