This phase will help you conduct a current-state assessment of ticket handling and collaboration, and identify key operations metrics, benchmarks, and areas of required improvement and opportunity.

This phase will take you through the following activities:

  • Assess current state.
  • Capture Tier 2 and Tier 3's perspective.
  • Assess cultural atmosphere.

Use this phase as part of the full blueprint, Increase Support of Tier 2 and Tier 3.

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Increase Support of Tier 2 and Tier 3

How to get your whole IT team to buy into the shift-left strategy.

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