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This phase of the blueprint Build a Service Support Strategy will help you identify strategic critical success factors and KPIs and assess process strength and challenges.

This phase will take you through the following activities:

  1. Identify CSFs and KPIs.
  2. Perform maturity assessment.
  3. Review diagnostics.
  4. Identify challenges.
  5. Perform SWOT.
  6. Identify areas for improvement.
  7. Document in-flight initiatives and current capabilities.

Use this phase as part of the full blueprint, Build a Service Support Strategy.

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