Monitoring and Event Management
Maturity Measures
Documentation
1
No formal documentation; monitoring is ad-hoc.
2
Basic documentation of monitoring tools and key events to watch.
3
Comprehensive documentation including monitoring policies, processes, and event handling procedures.
4
Documentation is regularly reviewed and updated, integrating new technologies and methods.
5
Dynamic documentation incorporating real-time feedback and automated updates.
Tools and Automation
1
Manual monitoring with minimal tool use.
2
Basic monitoring tools for critical systems only.
3
Integrated monitoring tools across all IT systems, with automated event detection.
4
Advanced tools with comprehensive automation for monitoring, event correlation, and analysis.
5
AI-driven monitoring tools for predictive analysis and proactive management.
Process Integration
1
Monitoring and event management are isolated activities.
2
Basic integration of monitoring with incident management.
3
Well-defined processes for monitoring and event management integrated across ITSM practices.
4
Processes are fully aligned with business continuity, security, and operational needs.
5
Seamless integration with business processes, including real-time operational adjustments.
Training and Awareness
1
Minimal training provided on monitoring and event management.
2
Basic training on how to use monitoring tools and respond to common events.
3
Regular training sessions on comprehensive event management and analysis techniques.
4
Ongoing professional development in advanced monitoring technologies and strategies.
5
Continuous learning culture with emphasis on predictive technologies and automation.
Performance Measurement
1
No formal metrics for measuring monitoring effectiveness.
2
Basic metrics such as uptime and response times.
3
Detailed KPIs tracking system performance, event response efficiency, and user satisfaction.
4
Comprehensive performance management integrating qualitative and quantitative data from event handling.
5
Real-time, predictive performance analytics to drive continuous operational improvements.
Stakeholder Communication
1
Poor or no communication about monitoring and event statuses.
2
Periodic updates to IT teams on significant events.
3
Regular, structured communication protocols for all event statuses and impacts.
4
Proactive communication strategies that inform and align with business impacts and operational adjustments.
5
Optimised communication using real-time updates and automated notification systems.
Continuous Improvement
1
No systematic process for improving monitoring and event management.
2
Reactive adjustments based on major incidents.
3
Formal review and enhancement of monitoring practices based on feedback and performance data.
4
Managed improvement cycles informed by data, technology advancements, and operational needs.
5
Culture of proactive optimisation, leveraging real-time analytics and feedback mechanisms.