Build a Service Support Strategy – Phases 1-3

Author(s): Michel Hebert


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Service desks are evolving to reflect social and technological changes. As organizations become more complex, their service desks are turning into highly skilled business technology service hubs. This blueprint will help you align your service support function to your organization's needs by following our three-phase methodology:

  • Design a target state
  • Assess your current state
  • Develop key service support initiatives

Ultimately, the success of your service support function will hinge on whether you know your business goals and challenges, connect them to meaningful initiatives, and identify service support process owners accountable for specific roles and responsibilities.

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