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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.

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Build a Swarming Pilot Project

Optimize your service support and become more DevOps compatible.


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