Step 2 – Benchmarking Engagement
·  Review service delivery lifecycle:
  °  Volumetrics (calls, incidents and requests per employee)
  °  Performance measures (service levels, operational agreements and KPIs)
  °  Intel infrastructure analysis and alignment
·  Review technology utilisation – are you maximising your use of support tools for:
  °  Service management
  °  Desktop/laptop incident resolution
  °  Server management
·  Create IT support service improvement roadmap for:
  °  Tactical or operational improvements
  °  Strategic improvements aligned to organisational strategy