August 2, 2012
    If you're at this level you probably...

    � Have no centralized service desk;
    � Don�t predict any kind of incidents (they all come as surprises); and
    � React to events in an ad hoc manner.

    The most primitive level � Chaotic � is characterized by an overall lack of operations
    management discipline. Rather than trying to operate a step ahead and acting before
    users are affected, the IT organization only learns of performance problems when users
    call in to complain. At the time of such events, performance tools and techniques are
    assembled ad hoc. Typically, the people involved in the troubleshooting only have
    access to snapshots of the most recent activities and lack information about the period
    that led up to the incident.

    To make matters worse, the organization often lacks a centralized service desk for
    reporting of incidents and end users don�t necessarily know where to turn. Without a
    service desk, there�s no focal point for coordinating the problem-solving process with
    various technical teams.

    Companies operating at this level of maturity do not have a clearly organized approach
    to solving performance- and capacity-related problems. They do not have any standard
    or uniformity as to what toolsets and processes to use; it�s all run on a �best effort�
    basis. If they get something right, it is more by luck than by analysis.

    Want to see where your organization falls in the maturity model? Take the 15 question quiz now!

    Category: best-practices