Incident & Problem Management

Focuses on how effectively your organization responds to and resolves IT disruptions.

Key Areas

  • Incident Response: Quickly addressing and resolving disruptions
  • Problem Identification: Finding root causes of recurring incidents
  • Escalation Procedures: Routing issues to appropriate resources
  • Service Restoration: Minimizing downtime and business impact
  • Incident Prevention: Proactively addressing potential issues

Maturity Journey

Initial (1.0–1.9)
Ad-hoc incident response with minimal documentation and inconsistent practices.
Developing (2.0–2.9)
Basic incident tracking with some documentation and reactive problem management.
Established (3.0–3.9)
Defined incident processes with consistent problem analysis and regular reviews.
Managed (4.0–4.4)
Measured incident performance with proactive problem prevention and integrated management.
Optimized (4.5–5.0)
Strategic incident and problem management with predictive analytics and continuous improvement.