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IT Infrastructure and Operations teams can become more proactive by using a monitoring system like Microsoft System Center Operations Manager (SCOM). However, being able to run and maintain a successful IT department that adds value to the business, remains challenging for most companies, even when they are using SCOM. In order to proceed to the next phase and ideally reach the highest level in IT Monitoring Maturity, IT Infrastructure and Operations teams need to be able to see the high volumes of their complex technical SCOM data in a business context.

Savision can help before, during and after your IT Monitoring Maturity journey, allowing your company to become a true Business Partner. We offer an easy way to understand how services – not just application components – affect the business.

First, let’s dive into the different levels of IT Monitoring Maturity.

The 5 levels of IT Monitoring Maturity

The IT Monitoring Maturity model has been around for many years. Despite this, due to constant technological progress and increasing complexity in IT environments, the majority of organizations want to achieve a higher level of IT Maturity. In reality, they have quite a long road ahead of them in terms of keeping up with technology and matching it with people and processes.

There are 5 levels of Monitoring Maturity within IT Infrastructure and Operations. These levels are:

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Aware

Basic alert monitoring
Reactive to outages
Silo’ed technologies
Disorganized processes

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Committed

Component monitoring
Number of outages
Domain heroes
Repetitive processes

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Proactive

Transaction monitoring
Application uptime targets
Cross-platform generalists
Processes standardized

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Service Aligned

Service-oriented
Monitored SLAs
Business context
Service-focused objectives

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Business Partner

Business value targets
Strategic player
Continuous improvements
Driving innovation

1. Aware

If you are in the Aware phase of IT Monitoring Maturity, you are behind your peers with limited to no monitoring systems. Business service downtime is likely the rule rather than the exception.

Starting with basic IT system availability and performance monitoring, can help various stakeholders become aware when an IT incident occurs. By gaining visibility into your IT environment, you can gain greater operational control that is required to start transforming your people, processes, and technology to start meeting the demands of your business.

2. Committed

In this phase of IT Monitoring Maturity, you are on the right track. Like other peers in your industry, you have your core technology components monitored. However, like other Infrastructure and Operations experts, you probably still get blind-sided by incidents that cause you to pull the fire alarm to resolve problems quickly.

Getting past this reactive state, where you feel like you’re always playing catch-up, requires you to focus more on your end-users or customers with more advanced monitoring capabilities.

3. Proactive

At this stage, you’ve embraced your end-users and customers, realizing and caring about how your IT infrastructure is making them successful. Your next step forward starts with aligning your IT operations practices to the demands of the business.

The velocity of most businesses requires IT departments and its functional silos to not only align to the services it delivers, but also to adapt at a speed that demands high-quality change and release management practices.

4. Service Aligned

Being Service Aligned, you’re quite mature. Only a small percentage of your peers have reached such a level. You manage your IT environment as an integral part of the business.

You are focused on your customers and have proven to be a trusted service provider. You monitor your IT environments in a way that translates perfectly to the ever-changing business requirements put in front of you. A business service and IT outage are one and the same. Only one more step to go to reach full maturity by becoming a true Business Partner.

5. Business Partner

As a Business Partner, you are a strategic player for the organization. Monitoring is completely aligned with the business goals. The helpdesk never surprises your IT teams with outages.

You’re able to look beyond 80% of your legacy IT environment to innovation. Staying on the cutting edge requires careful financial planning.

Developing a plan to improve your IT Monitoring Maturity

At Savision we consistently see that most organizations are somewhere between Levels 2 and 3. They tend to have good processes and support in place, and they are somewhat proactive in ensuring the lights are kept on. Nevertheless, most organizations remain non-aligned to the business. Without any formally agreed service levels, organizations are simply not perceived to be a true value driving partner. By using this model and understanding your current phase, you can develop a plan to improve your IT Monitoring Maturity.

Savision helps hundreds of organizations using SCOM as their main monitoring system, to reach their full potential. Becoming a Business Partner requires deep understanding of your IT infrastructure and applications, delivering services to the end-user.

Government: 2.1
Education: 2.0
Healthcare: 2.6
IT, Telco & Technology: 2.8
Banking & Finance: 3.0
Manufacturing: 2.4
Transport & Travel: 2.1
Retail & Consumer: 1.9
Energy, Oil & Gas: 2.5
Media & Entertainment: 1.8
Professional Services: 1.6

Getting to the next level with the Service Health Index

Savision Live Maps gives you the insights you need to get to the next level in IT Monitoring Maturity, by offering a service-oriented monitoring and dashboarding solution that transforms SCOM’s technical data into dashboards that are easy to use, access and understand by both IT and key business stakeholders. Live Maps’ dashboards provide IT organizations with a way to gain understanding of how their services – not just application components – affect the business.

For organizations that no longer want to be stuck at level 2 or 3 and like to become Service Aligned, Savision now offers a solution to classify components within a business service, based on how critical they are for that business service to function. Live Maps offers an easy way for users to classify components within a business service, which will generate a ‘Service Health Index’ for that service. This provides even more detailed visibility in the health of a business service, based on the operational health of the underlying components provided by SCOM.

Watch the introduction video of the Service Health Index:

How Mature is your IT Monitoring?

Take our 2 minute assessment to find out just how your IT monitoring practices stack-up with your peers.

After completing the assessment, you will see your results immediately. Not only will you see how mature your IT monitoring practices are, but you’ll also see how you compare to peers in terms of: people, process, technology, and metrics.

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Related Resources

To learn more about IT Monitoring Maturity, check out other available resources:

Free On-Demand Webinar: Tame your IT Ops Tools

Learn how the right tools can drastically improve your IT Operations, while improving service levels. We will provide practical guides for getting a handle on IT tools sprawl by using four strategies.

Watch webinar

What’s new in Live Maps 8.5?

Live Maps 8.5 is all about intelligent service health, giving you more visibility into SCOM and helping you get more out of your dashboards. Take a look at the features that have been included in this release.

Read more

technical-webinar

Free On-Demand Webinar: Tearing down IT silos – Addressing the human side of IT Ops

During this webinar you will find out how to tear down IT Silos by addressing the human side of IT Operations first.

Watch webinar

Try Live Maps Today

Would you like to know how Live Maps can help you to reach the highest level in IT Monitoring Maturity with the Service Health Index? Try Live Maps today online or in your own environment.