Phase 1 will help you form a strategy for your service desk through the use of a balanced scorecard. Your customer goals will be developed through a customer journey map, i.e. a powerful visual tool that will give your organization an insightful view into the processes and thoughts your end users experience. This phase will take you through the following activities:
- Create a balanced scorecard to define your service desk strategy.
- Identify customer touchpoints.
- Complete your customer journey map.