Understanding assessment and desired state
Once you understand the vision, mission, goals, and objectives, you must determine the current state of the area you are targeting.
It is important to get a clear understanding of the current state of the service management initiative. Here, you are attempting to determine where the organization is, relative to the defined objectives for the initiative, what in the current state is good, and what potentially needs to be changed to achieve the objectives. These objectives represent the desired state that the organization wants to achieve. Once the current state has been established, you need to document a baseline. This baseline can then be used to demonstrate that progress has been achieved by comparing the results being produced to the baseline current state.
- SWOT analysis
- Maturity assessments ...