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31. As a sponsor, customer or management, how important is it to meet goals, objectives?
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32. When a Self-service manager recognizes a problem, what options are available?
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33. Is the need for organizational change recognized?
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34. What would happen if Self-service weren’t done?
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35. What prevents you from making the changes you know will make you a more effective Self-service leader?
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36. What sort of knowledge does your organization need?
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37. What needs to stay?
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38. What problems are you facing and how do you consider Self-service will circumvent those obstacles?
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39. What are the minority interests and what amount of minority interests can be recognized?
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40. Where do you need to exercise leadership?
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41. What do you need to start doing?
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42. What situation(s) led to this Self-service Self Assessment?
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43. When the customers role as value creator is recognized, what is the role of suppliers?
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44. Do you need self-service machine provisioning?
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45. Which barriers, if any, prevent your organization from sharing full context and information from self-service channels to voice channels?
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46. To what extent does each concerned units management team recognize Self-service as an effective investment?
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47. Do you need different information or graphics?
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48. What existing digital signage systems are in place that content needs to be migrated from?
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49. Why do you need Self-Service BI?
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50. What Self-service events should you attend?
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51. Who else hopes to benefit from it?
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52. What are the signs that your organization needs self-service support?
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53. When you have problems with internet self-service which help would you prefer?
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54. What does Self-service success mean to the stakeholders?
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55. Does the knowledge management module include a rules engine for the purpose of defining event triggers?
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56. What are the stakeholder objectives to be achieved with Self-service?
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57. Are employees recognized for desired behaviors?
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58. What is the Self-service problem definition? What do you need to resolve?
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59. Are cases still coming in about an issue that should be resolved with a Support Action in self-service?
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Add up total points for this section: _____ = Total points for this section
Divided by: ______ (number of statements answered) = ______ Average score for this section
Transfer your score to the Self-service Index at the beginning of the Self-Assessment.
CRITERION #2: DEFINE:
INTENT: Formulate the stakeholder problem. Define the problem, needs and objectives.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. Is the Self-service scope manageable?
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2. How will variation in the actual durations of each activity be dealt with to ensure that the expected Self-service results are met?
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3. What are the core elements of the Self-service business case?
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4. What are the Self-service use cases?
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5. What specifically is the problem? Where does it occur? When does it occur? What is its extent?
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6. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?
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7. How was the ‘as is’ process map developed, reviewed, verified and validated?
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8. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?
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9. Is the Self-service
