Firefighting mode: your IT services react instead of lead

An ITSM maturity score below 20/100 indicates reactive, unstructured IT processes. Incidents are handled case by case, without categorization or prioritization. There is no self-service portal or CMDB. On average, 70% of companies at this level waste 15 hours/week on manual triage.

Typical symptoms

• ✗No self-service portal — 100% of requests come through email or phone
• ✗No categorization or SLAs — impossible to measure performance
• ✗No CMDB — assets are not tracked
• ✗No automation — every ticket is processed manually

Priority recommendations

1. 1.Deploy a Freshservice portal with a basic service catalog (5-10 categories)
2. 2.Configure SLAs by priority (P1: 1h, P2: 4h, P3: 8h, P4: 24h)
3. 3.Launch Discovery to automatically inventory assets
4. 4.Train agents on triage and routing (2 days)