Incident & Major Incident Management Maturity Assessment
Answer 50 questions about how your organization handles day-to-day incidents and major incidents. Get an instant maturity score out of 5, a breakdown across six capability areas, and tailored next steps.
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Double-check your responses below, or jump back to edit any question. Once you're ready, submit to see your maturity score.
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Incident and major incident management maturity assessment: what you will learn
Incident management is how an organization restores service when something breaks. Major incident management is how it organizes when the impact is too large for the normal queue. This free online assessment asks 50 questions in about 15 minutes and returns a score from 0 to 5, a breakdown across six capability areas and the next steps that matter most for you.
Two domains, 25 questions each
How incidents are logged, categorized and prioritized, how severity is defined, how on-call rotations and user communication work, how root cause and post-incident reviews are handled, and how well your tools, CMDB and automation support triage.
How a major incident is defined and declared, who leads it and how roles are structured, what supports your war rooms, how stakeholders and vendors are coordinated, how responder fatigue is managed and how learning is captured afterwards.
Six capability areas
Every question belongs to one of six areas: People, Process, Tool, Automation, AI and Governance. The same six areas are used in the wider ITSM and ITOM maturity assessment, and each has its own guide: People, Process, Tools, Automation, AI readiness and Governance.
How the score is calculated
Each question has four answer options, from ad hoc to optimized. Answers are averaged into a score from 0 to 5 for each domain and capability area, then placed on one of five maturity levels: Ad Hoc, Developing, Defined, Managed and Optimized. A low score in one area is not a verdict on the others, which is why the results are broken down rather than reduced to a single number.
Who should take it
Service desk and incident managers, major incident managers and duty managers, IT operations leads and service delivery managers who want an honest view of where their incident practice stands before they invest in people, process or tooling.
What you get
An instant overall score, a score for incident management and for major incident management, a breakdown across the six capability areas, a short list of where to focus next and the specific questions worth revisiting with your team.
Frequently asked questions
What is an incident and major incident management maturity assessment?
It is a structured review of how well an organization detects, responds to and learns from incidents, including the larger events that need a dedicated major incident process. Your answers are scored against five maturity levels, from Ad Hoc to Optimized, so you can see which areas are strong and which need attention first.
What is the difference between incident management and major incident management?
Incident management restores normal service after an interruption, usually through a service desk and resolver groups working a queue. Major incident management applies when the impact is high enough to need a dedicated lead, a communication plan, a bridge or war room and senior stakeholder involvement. This assessment scores both, with 25 questions each.
How long does the assessment take, and is it free?
The online assessment is free and takes about 15 minutes. You answer 50 questions and receive an instant score out of 5, a breakdown across six capability areas and tailored recommendations.
Can I retake it to track progress?
Yes. The Retake assessment button on the results screen starts the assessment again, so you can measure the effect of changes you make to your process, tools and roles.
How is my data used?
Your answers are used to produce your results. Desqcon does not sell personal data and does not use assessment data for other purposes. Free assessment submissions are kept for 90 days and then deleted or made anonymous. Details are in our privacy policy.
Is there a more detailed version?
Yes. We also offer a detailed onsite maturity assessment, where our consultants review your processes, tools and data with your team. Use the Talk to us button on the results screen, or visit the contact page.