Build a Service Support Strategy – Phase 2: Assess Current State

Author(s): Michel Hebert

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.

Tags

ITSM, service management, incident management, request fulfilment, change management, problem management, asset management, configuration management, continual service improvement, LEAN, process maturity, IT capabilities, service desk, help desk, organizational goals

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