Build a Service Support Strategy
Get service support and the business on the same page.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.Organizations without a service support strategy struggle to: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.
Book Your Workshop
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 road map 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
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Review service support trends. |
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| 1.2 | Document IT vision, mission, and principles. |
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| 1.3 | Define scope of service support. |
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| 1.4 | Determine goals and capabilities. |
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| 1.5 | Identify CSFs and KPIs. |
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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. |
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| 2.2 | Review diagnostics. |
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| 2.3 | Identify challenges. |
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| 2.4 | Perform SWOT. |
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| 2.5 | Identify areas for improvement. |
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| 2.6 | Document in-flight initiatives and current capabilities. |
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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. |
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| 3.2 | Identify key initiatives and tie them to capabilities and goals. |
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| 3.3 | Create profiles for each initiative. |
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| 3.4 | Use the Service Support Strategy Roadmap to sequence initiatives. |
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| 3.5 | Create a Lean Canvas to communicate strategy. |
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