The five stages of digital operations maturity
Where does your organization fall on the operational maturity spectrum? Get to know your level, then dig into our ebook for tips and practices to help you take the next step in managing your digital operations.
What is operational maturity?
It's how you manage and maintain the consistency, reliability, and resilience of your IT infrastructure. In other words: How prepared you are to detect, triage, mobilize, respond, and resolve outages or system failures.
On average, organizations with a mature digital operations approach
What's your stage of digital operations maturity?
01 | Manual
Your team handles issues by hand—and it can be a real slog. Legacy systems and processes make you wish you had a modernized way to manage incidents.Manual teams:
- Struggle to discover issues—customers often identify them before your team does
- Handle incidents and escalations with slow, outdated processes (like queued workflows and ticketing systems)
- Don't have a good way to reach experts in a timely manner
02 | Reactive
Ack! You discover most issues when customers report them, and it may feel like you're always in firefighting mode.Reactive teams:
- Don't have established, defined processes for managing issues
- May not have the expertise or authority to resolve issues independently
- May struggle as distributed teams, unable to communicate clearly and share knowledge
03 | Responsive
You're like most organizations. You have some visibility and response processes in place, and you resolve many issues before they impact customers.Responsive teams:
- May have some automated help in issue identification and resolution
- Can quickly coordinate their response and mobilize the right domain experts to handle issues
- Share learnings and knowledge in ad-hoc fashion
04 | Proactive
You're doing well. Your technical teams surface and resolve most issues before they impact customers.Proactive teams:
- Have some automation in place to aid in response actions and communication response actions and communication
- Are empowered with the autonomy, accountability, and authority to optimize operations
- Have a clear way to document and share learnings from past issues
05 | Preventative
Gold star! You're ahead of almost all issues—and a superb, reliable customer experience is consistently the norm.Preventative teams:
- Use predictive issue remediation machine learning insights—and can predict the future impact of changes
- Have highly automated processes that eliminate escalations and toil
- Embrace a culture of continuous learning, improvement, and prevention
Your planning guide for operational maturity
With expert tips, interviews, and four actionable steps you can put in place right away, our full ebook can help you get to the highest level of digital operations