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Build a Service Support Strategy

Get service support and the business on the same page.

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  • Suneet Arora, Director, Service Delivery, Colliers International
  • Ron Hunt, Senior Director, IT Client Services, Universal Music Group
  • Karim Bechane, Director, IT Client Services, Canadian Food Inspection Agency
  • Madonna Arntz, Armstrong World Industries, Manager, IT Service Experience
  • 16 anonymous industry contributors
  • 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.
  • Increasingly, service desks are measuring the performance of technology services and acting as the dashboard for assessing the success of service operations.

Our Advice

Critical Insight

  • There is a growing demand for service desks to demonstrate business value. Service desks that cannot deliver and communicate their contribution to the organization are closing or being outsourced.

Impact and Result

  • Articulating a clear service support strategy that aligns with business objectives is the most important activity an infrastructure leader can do for the IT department and the organization.
  • The key is to identify the business capabilities required to execute the corporate strategy. Supporting these business capabilities will drive the service support strategy and focus the service desk’s efforts on achieving the strategic goals of the organization.
  • 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.

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should build a service support strategy, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Design target state

Analyze emerging service support trends to understand shifts in the industry and document the IT strategy to define the target state for service support.

2. Assess current state

Identify critical success factors and key performance indicators for service support and review process strengths and challenges.

3. Develop recommendations

Identify target service support initiatives and plan implementation.

Guided Implementations

This guided implementation is a six call advisory process.

Guided Implementation #1 - Design target state

Call #1 - Review service support trends.
Call #2 - Document IT strategy; determine goals and capabilities.

Guided Implementation #2 - Assess current state

Call #1 - Identify CSFs and KPIs.
Call #2 - Perform maturity assessments, identify challenges, and assess existing capabilities.

Guided Implementation #3 - Develop recommendations

Call #1 - Perform a gap analysis, identify key initiatives, and map them to capabilities.
Call #2 - Develop key initiatives.

Onsite Workshop

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Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Design Target State

The Purpose

  • Review service support trends and document high-level IT strategy.

Key Benefits Achieved

  • Understanding of service support trends and identification of strategic goals, objectives, and capabilities




Review service support trends.

  • Review of service support trends

Document IT vision, mission, and principles.

  • Documented high-level IT strategy

Define scope of service support.

  • Documented high-level IT strategy

Determine goals and capabilities.

  • Documented high-level IT strategy

Identify CSFs and KPIs.

  • CSFs and KPIs

Module 2: Analyze Current State

The Purpose

  • Identify strategic critical success factors and KPIs and assess process strengths and challenges.

Key Benefits Achieved

  • Current-state assessment of service support




Perform maturity assessment.

  • Current service support strengths and challenges

Review diagnostics.

  • Current service support strengths and challenges

Identify challenges.

  • Current service support strengths and challenges

Perform SWOT.

  • Current service support strengths and challenges

Identify areas for improvement.

  • Key areas for improvement

Document in-flight initiatives and current capabilities.

  • In-flight initiatives and current capabilities

Module 3: Develop Recommendations

The Purpose

  • Identify target initiatives and plan implementation.

Key Benefits Achieved

  • List of key improvement initiatives along with risks, dependencies, and milestones




Perform a gap analysis.

  • Target service support initiatives

Identify key initiatives and tie them to capabilities and goals.

  • Target service support initiatives

Create profiles for each initiative.

  • Target service support initiatives

Use the Service Support Strategy Roadmap to sequence initiatives.

  • Implementation plan

Create a Lean Canvas to communicate strategy.

  • High-level project communication plan
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