ITSM Maturity Model - Tarrani

itsm Maturity Model1- Ad Hoc2 - Repeatable3 - Defined4 - Managed5 - OptimizingIncidentmanagement No standardized incidentmanagement process exists Incident managementprocedures are ad hoc No formal, written standardprocedures, or procedures areout of date or not followed Lack of, or unenforcedpolicies governing incidentmanagement Incident urgency, impact andpriority arbitrarily assigned No single owner of theprocess Existing tools are eitherinadequate or not used to fullcapabilities Incident sources are notcaptured Cannot determine whether allincidents are either reported orcaptured Policies governing incidentmanagement are publishedand enforced Incident management processis established and followed Formal written procedures thatare up-to-date and followed Roles and responsibilitieshave been clearly defined andassigned Incident urgency, impact andpriority classes are clearlydefined and used in aconsistent manner Incident lifecycle established Incident sources are capturedand documented Key performance indicatorsfor resolving incidents areemployed and tracked(response and resolutiontargets based on urgency,impact and priority; first callresolution rates tracked) Single point of processownership Hierarchical and functionalescalation paths established Incident resolution progress ismonitored Knowledgebase establishedand employed Incidents with an unknownroot cause a

ITSM Maturity Model 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing Incident management • No standardized incident management process exists

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