Build a Service Support Strategy – Phase 2: Assess Current State

This phase of the blueprint Build a Service Support Strategy will help you identify strategic critical success factors and KPIs and assess process strength and challenges.

This phase will take you through the following activities:

1. Identify CSFs and KPIs.
2. Perform maturity assessment.
3. Review diagnostics.
4. Identify challenges.
5. Perform SWOT.
6. Identify areas for improvement.
7. Document in-flight initiatives and current capabilities.

Use this phase as part of the full blueprint, Build a Service Support Strategy.