ITSM & Service Deliveryit.itsm_service
P1
Current ticketing state, future tooling, service catalogue, SLAs, change/incident/problem maturity, and the 'no ticket no service' rollout plan.
Questions (25)
| id | prompt | scope | category | priority | artefact |
|---|---|---|---|---|---|
| it.itsm_service.q01 | Today's intake channels — email, phone, walk-up, ticketing, WhatsApp, direct calls to vendors. Approximate volume split. | G | Current State | P0 | table |
| it.itsm_service.q02 | Zoho Desk — current adoption: licensed seats, active users monthly, tickets/month, abandonment to email. Top reasons users bypass. | G | Current State | P0 | text |
| it.itsm_service.q03 | Future ITSM tooling decision — keep Zoho Desk, move to Freshservice / ServiceNow / Jira SM. Driver: cost, federation, parent-KSA alignment. | G | Future Tooling | P0 | text |
| it.itsm_service.q04 | Documented service catalogue today? Per-tower offerings (network, endpoint, identity, app support). Standardised request types? | G | Service Catalogue | P0 | table |
| it.itsm_service.q05 | SLAs in effect today by ticket category (incident severity, request type). Measured? Reported? Service credits or symbolic only? | G | SLAs / KPIs | P0 | text |
| it.itsm_service.q06 | Proposed target SLAs per category (P1 incident, P2 incident, request, change, problem). To be agreed in Phase 1 design workshops. | G | SLAs / KPIs | P0 | table |
| it.itsm_service.q07 | Change management — process exists? CAB cadence? Emergency change path? Adoption? | G | ITSM Process | P0 | checklist |
| it.itsm_service.q08 | Incident, problem, knowledge, asset modules — which exist today? Documented playbooks? Major-incident escalation path? | G | ITSM Process | P1 | text |
| it.itsm_service.q09 | Runbook / SOP coverage — % of tier-1/tier-2 procedures documented today. Where stored (Confluence/SharePoint/Notion)? Last review. | G | Knowledge Mgmt | P1 | file |
| it.itsm_service.q10 | 'No ticket, no service' rollout — leadership communication plan, HR enforcement hooks, exception path (e.g., true emergencies). Target adoption KPI and date. | G | Adoption / Policy | P0 | date |
| it.itsm_service.q11 | Self-service portal coverage — password reset, common requests, knowledge search. Adoption %. | G | User Self-Service | P1 | text |
| it.itsm_service.q12 | ITSM reporting / dashboards — who consumes them today? Group-level view vs per-subsidiary? | G | Reporting | P1 | text |
| it.itsm_service.q13 | How do users typically request IT support today — email, phone, walk-up, ticketing, WhatsApp, direct call to vendor? Volume split. | S | Support Behavior | P0 | table |
| it.itsm_service.q14 | Which communication channels are most commonly used for support? Rank by volume; cite recent shifts. | S | Support Behavior | P0 | text |
| it.itsm_service.q15 | What challenges are preventing wider adoption of the ticketing platform (Zoho Desk specifically)? Top 3 user objections. | G | Support Behavior | P0 | table |
| it.itsm_service.q16 | Are users comfortable using the current ticketing process — sentiment, training history, recent feedback? | S | Support Behavior | P1 | text |
| it.itsm_service.q17 | Are support requests linked to user devices or assets today (CMDB integration)? Or recorded standalone? | G | Support Behavior | P1 | text |
| it.itsm_service.q18 | How are repeat issues or recurring incidents currently tracked — problem-mgmt records, root-cause artefacts, none? | G | Support Behavior | P0 | text |
| it.itsm_service.q19 | Are there opportunities to improve visibility into support activities — dashboards, leadership view, real-time queue? | G | Support Behavior | P1 | text |
| it.itsm_service.q20 | Would automated ticket creation from email or messaging platforms be useful (M365 Outlook integration, WhatsApp gateway, Teams)? | G | Support Behavior | P1 | text |
| it.itsm_service.q21 | Are there situations where support activities occur without formal tracking — walk-up fixes, vendor-direct calls, exec exceptions? Approximate volume. | S | Support Behavior | P0 | text |
| it.itsm_service.q22 | How is operational performance currently measured — KPIs, dashboards, ad-hoc reports, none? Per subsidiary and group-level. | G | Reporting & Visibility | P0 | table |
| it.itsm_service.q23 | Are there existing reporting mechanisms for IT operations or incidents — cadence, audience, content, channels? | G | Reporting & Visibility | P1 | text |
| it.itsm_service.q24 | Are support trends or recurring issues currently analysed — trend reports, problem-mgmt artefacts, ticket-mining? | G | Reporting & Visibility | P1 | text |
| it.itsm_service.q25 | Are there areas where improved reporting would support decision-making? Top 3 asks from leadership. | G | Reporting & Visibility | P0 | table |
Decisions related to this workstream (1)
| id | title | scope | priority | evidence questions |
|---|---|---|---|---|
| it.decisions.d05 | ITSM platform — Zoho Desk (re-launch with policy), Freshservice, or ServiceNow. | G | P0 | 5 |