3.4 Decision Log: Self Service214
3.5 Quality Audit: Self Service216
3.6 Team Directory: Self Service218
3.7 Team Operating Agreement: Self Service220
3.8 Team Performance Assessment: Self Service222
3.9 Team Member Performance Assessment: Self Service225
3.10 Issue Log: Self Service227
4.0 Monitoring and Controlling Process Group: Self Service229
4.1 Project Performance Report: Self Service231
4.2 Variance Analysis: Self Service233
4.3 Earned Value Status: Self Service235
4.4 Risk Audit: Self Service237
4.5 Contractor Status Report: Self Service239
4.6 Formal Acceptance: Self Service241
5.0 Closing Process Group: Self Service243
5.1 Procurement Audit: Self Service245
5.2 Contract Close-Out: Self Service247
5.3 Project or Phase Close-Out: Self Service249
5.4 Lessons Learned: Self Service251
Index253
CRITERION #1: RECOGNIZE
INTENT: Be aware of the need for change. Recognize that there is an unfavorable variation, problem or symptom.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. How are the Self-service’s objectives aligned to the group’s overall stakeholder strategy?
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2. Why can chatbots facilitate an employees self-service needs?
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3. What is the problem or issue?
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4. Are there any specific expectations or concerns about the Self-service team, Self-service itself?
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5. Do you know if your current self-service strategy is meeting customer and contact center needs and demands?
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6. What is the extent or complexity of the Self-service problem?
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7. Will a response program recognize when a crisis occurs and provide some level of response?
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8. How much of reporting needs are self-service or automated?
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9. Are there any revenue recognition issues?
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10. Do you need Self-Service BI?
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11. What are the Self-service resources needed?
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12. What Self-service problem should be solved?
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13. What must it do for airlines to better recognize customers?
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14. How do you take a forward-looking perspective in identifying Self-service research related to market response and models?
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15. Would you recognize a threat from the inside?
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16. Why does it still need a self-service it catalog?
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17. How to identify customer pain points which can be transformed into Self-Service options driving excellent Customer Experience?
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18. How can auditing be a preventative security measure?
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19. Who are the users who need self-service?
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20. Do your managers want or need self-service access to relevant KPIs?
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21. What is needed for self-service?
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22. Will Self-service deliverables need to be tested and, if so, by whom?
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23. Are your goals realistic? Do you need to redefine your problem? Perhaps the problem has changed or maybe you have reached your goal and need to set a new one?
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24. What do you need to know to achieve the objective?
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25. What are the expected benefits of Self-service to the stakeholder?
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26. What are the key considerations that you need to keep in mind to ensure that your self-service can be a success?
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27. Do external users need to have self-service password reset?
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28. How many users do you need for Web Self-Service and Customer Self-Service?
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29. How are you going to measure success?
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30. How much are sponsors, customers, partners, stakeholders involved in Self-service? In other words, what are the risks, if Self-service does not deliver successfully?
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