Problem Management
Maturity Measures
Documentation
1
No formal documentation; handling problems as they arise.
2
Basic documentation of known errors and standard solutions.
3
Comprehensive documentation including problem management procedures and histories.
4
Documentation integrated with other IT service management processes.
5
Dynamic, real-time updating documentation based on continuous learning.
Tools and Automation
1
Manual tracking of problems with no specific tools.
2
Basic tools for logging and tracking known errors.
3
Advanced tools for problem detection, analysis, and management.
4
Integrated tools with automated problem analysis and resolution features.
5
AI-driven tools for predictive problem management and automated remediation.
Process Integration
1
Isolated and reactive problem handling.
2
Basic integration of problem management with incident management.
3
Well-integrated problem management across IT service management.
4
Problem management processes aligned with business continuity and quality management.
5
Fully integrated, proactive problem management across business functions.
Training and Awareness
1
Minimal training focused solely on incident response.
2
Basic training on problem identification and documentation.
3
Regular, comprehensive training on advanced problem-solving techniques.
4
Ongoing training incorporating lessons learned and best practices.
5
Continuous learning culture, empowering all staff with advanced diagnostic tools.
Performance Measurement
1
No measurement of problem management effectiveness.
2
Basic metrics such as number of recurring incidents.
3
Detailed KPIs tracking problem resolution time and recurrence reduction.
4
Comprehensive analytics on problem trends and resolution effectiveness.
5
Predictive metrics and real-time dashboards monitoring IT health and problem impacts.
Stakeholder Communication
1
Poor communication; stakeholders often uninformed about problem status.
2
Periodic updates to IT staff on ongoing problems.
3
Regular, structured communication with all stakeholders about problem status and impacts.
4
Proactive and strategic communication aligned with business risks and impacts.
5
Optimised communication strategies using real-time data to inform stakeholders.
Continuous Improvement
1
No formal process for improving problem management.
2
Reactive improvements based on significant failures.
3
Formal review and enhancement processes based on feedback and analysis.
4
Managed improvement cycles driven by data and stakeholder feedback.
5
Culture of proactive problem resolution and continuous adaptation using innovative solutions.