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Network Management Process Maturity Assessment Tool
Process Maturity
0 1 2 3 4 5
Process Capabilities Non Existent Chaotic Reactive Proactive Managed Optimal Score
Service Management
Network Network
strategic plan is strategic plan is
Service Management
prepared in prepared in
conjunction with conjunction with Network
the business. No the business. strategic plan is
Network long and short- Long and short- prepared in
strategic plan is term business term business conjunction with
prepared plans guided the plans guided the the business and
internally in the development of development of maps directly to
The network strategic plan supports the No network Information the network the network the business
business plan (long and short term plans) strategic plan Services Unit. strategic plan strategic plan strategy
Review is
Service Management
conducted once Reviewed
every two years Reviewed annually and
No review is Review is once the network annually and involves internal
conducted once conducted only management involves internal and external
the network when the senior plan is stakeholders stakeholders,
A periodic review of the network management IT manager implemented by including including
management plan is conducted, involving plan is requests that the senior IT application application
internal and external stakeholders implemented plan be reviewed managers developers developers
All Network
Management
processes have
Service Management
All network been
management All network documented and
Some network Most network processes have management communicated
Network Management processes have been Network management management been Processes have across the
documented and communicated across the management processes have processes have documented and been organisation.
organisation for all of the following processes process have not been been communicated documented and Available on the
• Fault management been documented. documented. across the communicated intranet. Are part
• Configuration management documented or Hard copies of Hard copies of organisation. across the of the Quality
• Financial management (accounting) communicated the processes the processes Hard copies are organisation. Management
• Performance across the are available to are available to made available Available on the System (ITIL or
• Security organisation new staff new staff to all new staff intranet other QMS)
Existence of automated Network
Service Management
Management tools (these might be single • Service desk
stand alone systems, stand alone systems system
that are integrated or a single system to • Service desk • Knowledge
support the following: system base to store
• Service desk system (aka Help Desk • Knowledge problems and
system)/Incident Management system base to store known errors
• Network monitoring system • Service desk problems and • Network
• Problem management system No automated system known errors monitoring
• Availability management system network • Network • Network system linked to
• Configuration management system management Service desk monitoring monitoring Service Level
• Capacity management tools system system system Management
Service Management Maturity 0
Service Support
Service Desk
• Multiple service • Multiple service • Multiple service • Central service
desks desks desks desk
• No service • Multiple service • Single service • Single service
Service Desk Structure No service desk desk system desk system desk system desk system
Expert service
desk:
Incorporates
Service Desk
incident
Unskilled service management
desk: Call Skilled service and problem
dispatching, desk: Large management
Call centre: Call incident tracking, number of (partly). Most
dispatching only, feedback incidents are incidents are
no other mechanisms to solved at the resolved at the
Service Desk Type No service desk activities done clients service desk service desk
Service Desk Maturity 0
Appendix 5 Sheet 1
Network Management Process Maturity Assessment Tool
Process Maturity
0 1 2 3 4 5
Process Capabilities Non Existent Chaotic Reactive Proactive Managed Optimal Score
All client-
reported issues
Incident Management
with the network
are logged with All client, and IT
Only client- the service desk. staff-reported
reported issues Issues detected All client, and IT issues with the
requiring 2nd by 2nd level and staff-reported network are
and 3rd level 3rd level support issues with the logged with the
Issues are not support are are not logged network are service desk,
Issues with the network are reported through reported through logged with the with the service logged with the essentially in
the service desk No service desk the service desk service desk desk. service desk "real-time"
• Service desk
logs incidents
• Service desk • Allocates
logs incidents service requests
• Service desk • Allocates • Incident
logs incidents service requests • Service desk severity rating to
• Allocates • Incident logs incidents allocate service
Incident Management
service requests severity rating to • Allocates requests
• No incident allocate service service requests • Network
severity rating requests • Incident monitoring
• No network • No network severity rating to software is
• Service desk monitoring monitoring allocate service integrated with
logs incidents system system requests the service desk
• Allocates • Network • Network • Network system
service requests management management monitoring • Automatically
Incidents are logged by the service desk in • No incident staff use manual staff use manual software is used, generates
an automated Service Desk system and severity rating management management but is not service requests
allocated to Network Management staff. The • No network processes to processes to integrated with to the Service
Service Desk system is integrated with the monitoring ensure reliability ensure reliability the service desk Desk system
Network Monitoring system. No service desk system of network of network system using the job-
Incident Management Maturity 0
Some sites have
Configuration Management
change Common CCM
management process defined,
databases and agreed and in
track operation.
configuration Configuration
information, information Central CCMDB
albeit in definitions Central CCMDB with
No CCMDB. No No CCMDB. disparate agreed. with centralised decentralised
manual process Manual process sources. Manual Migration to control manages control manages
Change & Configuration Management to record to record process to consolidated, all change all change
database (CCMDB) used to manage all changes to the changes to the record changes central CCDB requests to the requests to the
change requests to the network network network to the network planned. entire network entire network
Configuration Management Maturity 0
Central change Central change
authority authority
manages manages
changes that changes that
impact impact
No central WAN/MAN WAN/MAN
Change Management
change authority. infrastructure. infrastructure.
Changes are Changes Local change Local change
made to the impacting the authority authority
network and the WAN/MAN are manages manages
change is not changes that changes that
recorded using a communicated to impact the LAN impact the LAN
change stakeholders. infrastructure. infrastructure.
management Local change All changes are All changes are
form. Change authority communicated communicated
authority manages to stakeholders to stakeholders
provided by changes that before the before and after
Network change management governance is No governance single senior IT impact the LAN change has the change has
in place to manage change requests process defined manager. infrastructure. been made been made
Change Management Maturity 0
Appendix 5 Sheet 2
Network Management Process Maturity Assessment Tool
Process Maturity
0 1 2 3 4 5
Process Capabilities Non Existent Chaotic Reactive Proactive Managed Optimal Score
Knowledge base
Problems are of known errors
Problem Management
fixed by 2nd and Actively monitors readily
Network problem management processes 3rd level 2nd and 3rd accessible to all
incorporate the following: support, but fixes Some problem level errors to support staff,
• Resolution of incoming problems are not management either enabling trend
• Management of day-to-day problems No defined documented. processes permanently analysis and
• Error control problem No trend defined only for correct them or proactive
• Trend analysis management analysis is 2nd and 3rd level resolve them at problem
• Proactive problem prevention processes conducted. support. 1st level prevention.
The following
processes are
The following integrated:
Problem Management
Network problem management processes processes are • Configuration
are integrated with the following processes: integrated: Management
• Asset Management • Configuration • Change
• Inventory Management The following Management Management
• Configuration Management processes are • Change • Service Level
• Change Management integrated: Management Management All the
• Service Level Management • Service Desk • Service Desk • Service Desk processes are
• Service Desk Processes are • Service • Service • Service integrated with
• Client Relationship Management not integrated at Request Request Request problem
• Service Request Management all Management Management Management management
Problem Management Maturity 0
Release Release
Management Management
policy contains policy contains
Release Management
all the roles and all the roles and
responsibilities, responsibilities,
generic generic
guidelines as guidelines as
Network Release Management policy has well as specific well as specific
been published: system release system release
• Describes roles and responsibilities management management
• Generic guidelines for release guideline for guideline for all
management or No Release critical network network
• Specific system release management Management hardware and hardware and
guidelines policy software roll outs software roll outs
Change and A single Change
Separate Configuration and
Change and Management Configuration
Release Management
Configuration plans closely Release and Management
Management integrated whilst Change and Release
and Release Release plan still Management plan that defines
plans, but no separate; closely co- combined roles
Change and interfaces to the interfaces to the ordinated. and
Configuration other processes, other processes, Some control responsibilities
Management roles and roles and over Releases and procedures
and Release responsibilities responsibilities by Change that relate each
plans are not have been have been Management, process to the
Network Release Management process well defined for defined for all defined for all either through others for all
relationships between change management No Release network network network strict process network
and configuration management are clearly Management hardware and hardware and hardware and enforcement or hardware and
defined process defined software roll outs software roll outs software roll outs tools automation. software roll outs
Release Management Maturity 0
Service Delivery
Service Level Management
Service Level Management
• Monitoring of network resources to verify
compliance with SLAs Service level
• Defined Quality of Service thresholds with Not all elements management Service level Service level
associated alarms that are triggered of service level implemented management management
automatically Service level management only on critical implemented on implemented
• SLA reports are generated periodically for No Service Level management is have been network a site-by-site across entire
the business and senior ICT managers Management adhoc implemented resources basis network
Appendix 5 Sheet 3
Network Management Process Maturity Assessment Tool
Process Maturity
0 1 2 3 4 5
Process Capabilities Non Existent Chaotic Reactive Proactive Managed Optimal Score
Network Management reporting is available
for the following:
• Reports for entire networks or specific
Service Level Management
resources types (router, servers, WANs, Network
Frame Relay, VoIP, Wireless, ATM, LANs Management
etc) reporting
• Real-time performance statistics for trouble Network available for all
shooting Management of the required
• Continuous operations information and reporting Network areas. Outputs
historical data for monitoring SLAs available for Management Network of reports are
• Long term trends for capacity planning some of the reporting for Management integrated into
• Network overview reports summarise No Network required areas some of the reporting an overall
network-wide performance Management for a sub-set of required areas available for all Continuous
• Group comparison reports contrast reporting resource types and for all of the required Improvement
performance by functional or regional groups available (critical) resource types areas Process.
Service Level Management Maturity 0
Agency has a
Agency has a Business
Business Continuity
Continuity Management
Continuity Management
Management plan that
plan that includes a
includes a Continuity
Agency has a Continuity Management
Business Management plan for the
Continuity plan for the network.
Business Continuity Management plan Management network. Alternative
includes a Continuity Management plan for plan. Alternative Alternative methods of
the network. An alternative method of No Business methods of methods of working have
working has been defined following a loss of Continuity working are not working have been defined
IT systems. Management clearly defined been defined. and are tested at
Continuity Management
Risk
Risk Risk Assessment has
Assessment has Assessment has been completed
been completed been completed for the entire
Risk for the entire for the entire network.
assessment has network. network. Counter-
been completed Counter Counter- measures have
to identify risk. measures have measures have been defined for
No risk No counter been defined for been defined for risks rated
Risk assessment has been completed for the assessment has measures risks rated risks rated Major Moderate, Major
entire network been completed identified yet. Extreme and Extreme and Extreme
Continuity Management Maturity 0
Availability Plan
Availability Planning
contain metrics,
which are now Availability plan Availability plan
being collected is closely linked is closely linked
Network Management - Availability Planning Availability Plan on critical to Incident to Business
• Availability metrics have been defined for does not contain network Management, Continuity Plan,
“high-availability” network components metrics. Vital components.. Problem and vital
• Vital business functions have been Availability business Vital business Management, functions are
identified planning not functions have functions have Change implemented in
• Defined and maintained Availability Plan conducted not been defined. been defined. Management "high availability"
Availability Planning Maturity 0
Streamlined network capacity planning
• Documented network management
Capacity Planning
capacity plan
• Generate regular reports on resource
utilisation Not all elements Network capacity
• Regularly review current resource usage of network planning Network capacity Network capacity
• Can generate trend graphs on resource capacity implemented planning planning
utilisation planning have only on critical implemented on implemented
• Ability to conduct simulations across the No Network Network capacity been network a site-by-site across entire
network capacity planning planning is adhoc implemented resources basis network
Appendix 5 Sheet 4
Network Management Process Maturity Assessment Tool
Process Maturity
0 1 2 3 4 5
Process Capabilities Non Existent Chaotic Reactive Proactive Managed Optimal Score
Capacity Planning
Network capacity
Network capacity Network capacity planning utilises
planning uses a planning utilises a consistent
Network Capacity Planning processes have disjointed set of a consistent toolset and Network capacity
been implemented for network resources. tools. Overall toolset and implemented for planning co-
The following has been documented: No network view requires implemented for critical and non- ordinated closely
• The current technology and its utilisation capacity manual only the critical critical with overall
• Future or alternative technologies planning manipulation of components of components of forward planning
• The resilience of systems and services processes data. the network the network for ICT.
Network
Capacity
Capacity Planning
Network Management
Capacity capability covers
Network Capacity Management covers the Management Network all three areas;
following areas: No Network capability only Capacity closely linked
• Business Capacity covers Service Management with Service
• Service Management and Resource capability covers Delivery
• Resource capability areas
Financial all three areas capability
management
process and
system in place: Financial
Financial • Automated management
management Financial process and
process and Management system in place:
system in place: system captures • Automated
• Automated some of the real Financial
Financial costs incurred to Management
Management manage the system supports
system does not network. network
capture real Rudimentary management Financial
Financial Management
costs incurred to network usage accounting management
manage the management in • Periodically process and
network. Total place through reports costs system in place:
real costs are use of and charges • Customers are
not captured. accounting against SLAs obtaining the
• Annual ICT facilities in • Annual ICT best price for
budget includes network devices. budget includes performance for
a budget for • Annual ICT a budget for their network
network budget includes network service
maintenance, a budget for maintenance, • Customers are
replacement and network replacement and able to choose
additions to the maintenance, additions to the appropriate
Financial Management network. replacement and network. Budget class of network
• Real costs and charges are reported for Budgets based additions to the values are service for their
network staff and infrastructure which can be largely on network. based on market needs and pay
recovered from the client guesstimates. Budgets based research. accordingly
• Charges are listed for Network No financial • Clients are largely on macro- • Clients are • Full
Management services management billed for level stimates. billed for network transparency of
• Budget prepared for annual maintenance, process and „guesstimate‟ • Clients are services based network costs to
replacement and additions to the network system in place costs billed according on real costs customers.
Financial Management Maturity 0
Agency Maturity Level 0
Appendix 5 Sheet 5
Category Maturity
Service Management 0 Network Management Process Maturity
Service Desk 0
Incident Management 0
Configuration Management 0
Change Management 0 Service Management
Problem Management 0 5
Release Management 0
Financial Management Service Desk
Service Level Management 0 4
Continuity Management 0
Availability Management 0 3
Capacity Planning Capacity Planning
0
Financial Management 0 2
1
Service Delivery
Availability Management 0
Continuity Management
Service Level Management Problem Managemen
Release Management
ocess Maturity
Service Desk
Incident Management
Service Support
Configuration Management
Change Management
Problem Management
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