IT Service Capability Assessments
Most IT Services managers generally believe they are doing a “good job”. That is until a long-term customer suddenly not wanting to do business with them any more and plans are underway to move to a new provider. At this point, it is perhaps too late to ask the customer whether there are any issues that need addressing or what requires improvement.
Contents
- Introduction
- Service Management Survey
- Benefits of Surveys
- Features to Include in a Survey
- Scope & Objective
- Frameworks
- Ask the Right Questions
- Make it Look Professional
- Data Confidentiality
- Engagement / Initiation / Delivery / Monitoring / Reporting
- Complexity - Subsidiary Info / Duration / Feedback
- Survey Focus Areas
- Survey Output
- Summary
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