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Jon Ryman | May 16, 2023

IT Maturity: Navigating the Four Stages of IT Management

The sophistication and efficiency of a company's IT management can greatly impact its success. This is why IT maturity is so important for the entire business, not just the IT department –it directly impacts business outcomes (positive and negative). IT maturity is the level at which a company manages its IT systems, people, and processes. This blog will explore the four stages of IT maturity, and how various IT management tools and processes can help companies advance from one stage to the next. 

The Four Stages of IT Maturity 

  1. Non-existent: No formal IT management processes are in place. 
  2. Reactive: IT issues are addressed as they arise, with limited control over systems. 
  3. Proactive: Routine IT tasks are automated and self-service options are provided. 
  4. Predictive: IT issues are predicted using data and analytics, with complete control over systems.

Tools and Processes

The costs of increasing your IT maturity are slim compared to the ones your business can accrue due to incidents and inefficient processes. If you’re looking to move from one IT maturity stage to the next, to save money, while also creating a better customer experience, here’s what you need.  

Advance with Process Automation for ITSM 

Automating routine tasks helps to improve the efficiency and consistency of IT operations, freeing up staff to focus on more strategic initiatives. This also reduces the risk of errors and improves the quality of services. Non-existent and reactive IT maturity companies will benefit greatly from automating tasks and enabling employees to focus on higher-priority, bigger ticket items. 

Empower Customers with Self-Help Portals 

Self-help portals can reduce the burden on IT staff, improve the customer experience, and increase the speed and accuracy of support. Providing customers with access to information and tools empowers them to resolve issues on their own. Self-help portals are useful for companies who are in stages 1-3 of IT maturity.  

Efficient IT Remote Support 

IT remote support can quickly and efficiently resolve issues, reducing downtime and improving the quality of services. This also reduces the cost of operations by allowing IT staff to resolve issues remotely. Companies who will benefit most from adding IT remote support are those with non-existent and reactive IT maturity. 

Maximize IT Operations with Monitoring Tools 

IT monitoring tools can detect issues before they become major problems, reducing downtime and improving the quality of services. These tools also provide valuable insights into the performance and health of systems, which can be used to optimize operations and reduce costs. Companies at any stage of IT maturity would benefit greatly from the use of monitoring tools to improve their efficiency and performance.  

In conclusion, IT maturity is crucial to a company's success and can be measured by its level of sophistication and efficiency in managing IT systems and processes. There are four stages of IT maturity, ranging from non-existent to predictive. By utilizing tools such as process automation, self-help portals, IT remote support, and IT monitoring, a company can improve its IT maturity and achieve better results. 

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Jon Ryman

Jon Ryman is a Senior Solution Consultant for EasyVista. Ryman joined EasyVista in 2006 and provides live demonstrations to help businesses find the right solution to meet their needs. He has worked in service management since the mid ‘90s, previously serving in roles with Peregrine, Richmond Systems, and Devoteam. Ryman follows his beloved soccer team Manchester City, loves a good beer and never needs an excuse to pick up the Karaoke microphone.