Self Service A Complete Guide - 2020 Edition. Gerardus Blokdyk

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СКАЧАТЬ Score

      31. As a sponsor, customer or management, how important is it to meet goals, objectives?

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      32. When a Self-service manager recognizes a problem, what options are available?

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      33. Is the need for organizational change recognized?

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      34. What would happen if Self-service weren’t done?

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      35. What prevents you from making the changes you know will make you a more effective Self-service leader?

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      36. What sort of knowledge does your organization need?

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      37. What needs to stay?

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      38. What problems are you facing and how do you consider Self-service will circumvent those obstacles?

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      39. What are the minority interests and what amount of minority interests can be recognized?

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      40. Where do you need to exercise leadership?

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      41. What do you need to start doing?

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      42. What situation(s) led to this Self-service Self Assessment?

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      43. When the customers role as value creator is recognized, what is the role of suppliers?

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      44. Do you need self-service machine provisioning?

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      45. Which barriers, if any, prevent your organization from sharing full context and information from self-service channels to voice channels?

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      46. To what extent does each concerned units management team recognize Self-service as an effective investment?

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      47. Do you need different information or graphics?

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      48. What existing digital signage systems are in place that content needs to be migrated from?

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      49. Why do you need Self-Service BI?

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      50. What Self-service events should you attend?

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      51. Who else hopes to benefit from it?

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      52. What are the signs that your organization needs self-service support?

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      53. When you have problems with internet self-service which help would you prefer?

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      54. What does Self-service success mean to the stakeholders?

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      55. Does the knowledge management module include a rules engine for the purpose of defining event triggers?

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      56. What are the stakeholder objectives to be achieved with Self-service?

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      57. Are employees recognized for desired behaviors?

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      58. What is the Self-service problem definition? What do you need to resolve?

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      59. Are cases still coming in about an issue that should be resolved with a Support Action in self-service?

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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 Self-service Index at the beginning of the Self-Assessment.

      CRITERION #2: DEFINE:

      INTENT: Formulate the stakeholder problem. Define the problem, needs and objectives.

      In my belief, the answer to this question is clearly defined:

      5 Strongly Agree

      4 Agree

      3 Neutral

      2 Disagree

      1 Strongly Disagree

      1. Is the Self-service scope manageable?

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      2. How will variation in the actual durations of each activity be dealt with to ensure that the expected Self-service results are met?

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      3. What are the core elements of the Self-service business case?

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      4. What are the Self-service use cases?

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

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      6. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?

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

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

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      9. Is the Self-service СКАЧАТЬ