Service Assurance Agent A Complete Guide - 2020 Edition. Gerardus Blokdyk

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      96. Has the direction changed at all during the course of Service Assurance Agent? If so, when did it change and why?

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      97. Is the scope of Service Assurance Agent defined?

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      98. What scope do you want your strategy to cover?

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      99. What is the definition of Service Assurance Agent excellence?

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      100. Are there any constraints known that bear on the ability to perform Service Assurance Agent work? How is the team addressing them?

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      101. What specifically is the problem? Where does it occur? When does it occur? What is its extent?

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      102. What are the tasks and definitions?

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      103. How do you manage unclear Service Assurance Agent requirements?

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      104. What is a worst-case scenario for losses?

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      105. Are customer(s) identified and segmented according to their different needs and requirements?

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      106. When are meeting minutes sent out? Who is on the distribution list?

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      107. Is there a completed SIPOC representation, describing the Suppliers, Inputs, Process, Outputs, and Customers?

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      108. What intelligence can you gather?

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      109. Is data collected and displayed to better understand customer(s) critical needs and requirements.

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      110. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?

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      111. What are the Service Assurance Agent tasks and definitions?

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      112. What key stakeholder process output measure(s) does Service Assurance Agent leverage and how?

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      113. Does the team have regular meetings?

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      114. How do you manage scope?

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      115. What is out of scope?

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      116. Who approved the Service Assurance Agent scope?

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      117. How was the ‘as is’ process map developed, reviewed, verified and validated?

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      118. What constraints exist that might impact the team?

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      119. Is scope creep really all bad news?

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      120. Have the customer needs been translated into specific, measurable requirements? How?

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      121. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?

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      122. How have you defined all Service Assurance Agent requirements first?

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      123. Who is gathering information?

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      124. Are all requirements met?

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      125. How do you gather requirements?

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      126. What is in the scope and what is not in scope?

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      127. Scope of sensitive information?

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      128. How does the Service Assurance Agent manager ensure against scope creep?

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      129. Is the Service Assurance Agent scope complete and appropriately sized?

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      130. What defines best in class?

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      131. How often are the team meetings?

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      132. Has a team charter been developed and communicated?

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      133. What are (control) requirements for Service Assurance Agent Information?

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      134. What knowledge or experience is required?

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      135. Has a Service Assurance Agent requirement not been met?

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      136. Is there a clear Service Assurance Agent case definition?

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      Add up total points for this section: _____ = Total points for this section

      Divided by: ______ (number of statements answered) = ______ Average score for this section

      Transfer your score to the Service Assurance Agent Index at the beginning of the Self-Assessment.

      CRITERION #3: MEASURE:

      INTENT: Gather the correct data. Measure the current performance and evolution of the situation.

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