Summary
This guide presents the Operational Maturity Assessment Framework, a structured toolkit designed to assist organizations in evaluating the effectiveness of their operational processes, management systems, and employee engagement programs. The framework utilizes a 1–5 scale to assess maturity across various domains, including Service Desk, Incident Management, Change Management, and Employee Engagement. It includes over 100 targeted questions aimed at identifying gaps and facilitating discussions for improvement. The guide is intended for IT Directors, consultants, and managed service providers seeking to benchmark operations or conduct health checks. Additionally, it outlines the roles and responsibilities of first-line management systems and provides a detailed description of operational management reference frameworks. The guide emphasizes the importance of maturity in operational management as a necessity for success in today's complex IT environments.
