During Service Strategy, the relationships between the customer and application support team are identified and defined. The CAI Assessment Consultant becomes familiar with the customer’s business needs and goals in order to develop an understanding of how the application support team can achieve the required objectives while minimizing risk of service disruption.
Strategy Generation
The consultant gains an understanding of the customer’s application support strategy and how it applies to the application support team. The consultant learns:
- How the team fits within the customer organization
- What applications and operational activities are within the team’s scope
- What critical success factors apply to the application support team
- What the acceptance criteria are for the customer’s requests for service
- What the customer’s application support issues and concerns are
Financial Management
- Reviews all revenue and cost projections associated with the application support team
- If appropriate, documents a charge-back structure that will allow costs to flow between the team and the user departments to which services are being provided
- Creates a financial model (budget vs. actual) that will show the application support team’s financial performance.
Service Portfolio Management
- Defines the services to be provided that are within the application support team’s scope
- Documents the critical success factors, identified as high value by the customer, that must be addressed by the team
Demand Management
- Defines the user departments that will be supported by the application support team
- Defines how the application support team will receive work and communicate with the user departments and steering committee
- Describes the process that the application support team will use to prioritize work
- Gains an understanding of the peak work periods, their causes, and potential impact on service levels
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