This phase will help you conduct a current-state assessment of ticket handling and collaboration, review swarming best practices, and identify key metrics and reports to measure your success.
This phase will take you through the following activities:
- Assess the process maturity of your service desk
- Assess the current level of collaboration in your organization
- Identify key service metrics to use
- Establish baseline metrics
Use this phase as part of the full blueprint, Build a Swarming Pilot Project.