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.