Incident and Major Incident Management Maturity Assessment

Generic

1. How well-defined and documented is your Incident and Major Incident Management Process? *Not definedAd-hocPartially definedDefined and documentedMeasured and managedOptimized and continuously improved

2. Are there dedicated Incident and critical Incident Managers to support the function ? *NoOnly for FewYes for all

3. Is the Incident and Major Incident Management Process business specific and process document is capable of providing complete understanding of the process? *NoPartiallyYes

4. Incident & critical Incident Management process is supported by ITSM tool, the tool is configured as per the designed ITSM process. *Neither ITSM process is defined nor the tool is implementedNo, the ITSM tool is not implementedITSM tool is implemented but not as per defined processITSM tool is implemented and configured as per the Process

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Maturity Score

Assessment Findings

ITSM Maturity Level: Level 1 – Initial

Your ITSM processes are largely reactive and informal. Success depends on individual effort rather than defined processes.

No standardized processes
Limited documentation
High operational risk

Assessment Findings

ITSM Maturity Level: Level 2 – Managed

Basic ITSM practices exist but are applied inconsistently across teams. Some processes are defined, however execution varies and governance is limited.

Key processes identified but not standardized
Inconsistent adoption across teams
Limited management reporting

Assessment Findings

ITSM Maturity Level: Level 3 – Defined

ITSM processes are standardized, documented, and communicated across the organization. Roles and responsibilities are clearly defined.

Consistent process execution
Documented procedures and workflows
Improved cross-team alignment

Assessment Findings

ITSM Maturity Level: Level 4 – Quantitatively Managed

ITSM processes are measured and controlled using defined metrics and KPIs. Data-driven decisions are used to manage service performance.

Performance metrics and SLAs in place
Regular monitoring and reporting
Predictable service outcomes

Assessment Findings

ITSM Maturity Level: Level 5 – Optimized

ITSM practices are fully integrated into the organization’s culture. Continuous improvement and automation are embedded, enabling proactive service management.

Continual improvement culture
Automation and optimization in place
High business alignment and value realization

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