Build a Service Support Strategy

Get service support and the business on the same page.


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Organizations without a service support strategy struggle to:

  • Align service support processes and structures to meet organizational needs.
  • Set improvement goals for their service support organization.
  • Identify meaningful service support metrics.
  • Identify and manage stakeholder expectations.

A service support strategy can help:

  • Clarify how service support contributes to the IT and organizational strategy.
  • Identify and apply emerging service support.
  • Assess the performance of existing service support processes and structures.
  • Identify and implement strategic initiatives to improve service support performance.

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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

Activities: Outputs:
1.1 Review service support trends.
  • Review of service support trends
1.2 Document IT vision, mission, and principles.
  • Documented high-level IT strategy
1.3 Define scope of service support.
  • Documented high-level IT strategy
1.4 Determine goals and capabilities.
  • Documented high-level IT strategy
1.5 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

Activities: Outputs:
2.1 Perform maturity assessment.
  • Current service support strengths and challenges
2.2 Review diagnostics.
  • Current service support strengths and challenges
2.3 Identify challenges.
  • Current service support strengths and challenges
2.4 Perform SWOT.
  • Current service support strengths and challenges
2.5 Identify areas for improvement.
  • Key areas for improvement
2.6 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

Activities: Outputs:
3.1 Perform a gap analysis.
  • Target service support initiatives
3.2 Identify key initiatives and tie them to capabilities and goals.
  • Target service support initiatives
3.3 Create profiles for each initiative.
  • Target service support initiatives
3.4 Use the Service Support Strategy Roadmap to sequence initiatives.
  • Implementation plan
3.5 Create a Lean Canvas to communicate strategy.
  • High-level project communication plan
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