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96. Has the direction changed at all during the course of Service Assurance Agent? If so, when did it change and why?
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97. Is the scope of Service Assurance Agent defined?
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98. What scope do you want your strategy to cover?
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99. What is the definition of Service Assurance Agent excellence?
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100. Are there any constraints known that bear on the ability to perform Service Assurance Agent work? How is the team addressing them?
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101. What specifically is the problem? Where does it occur? When does it occur? What is its extent?
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102. What are the tasks and definitions?
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103. How do you manage unclear Service Assurance Agent requirements?
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104. What is a worst-case scenario for losses?
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105. Are customer(s) identified and segmented according to their different needs and requirements?
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106. When are meeting minutes sent out? Who is on the distribution list?
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107. Is there a completed SIPOC representation, describing the Suppliers, Inputs, Process, Outputs, and Customers?
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108. What intelligence can you gather?
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109. Is data collected and displayed to better understand customer(s) critical needs and requirements.
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110. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?
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111. What are the Service Assurance Agent tasks and definitions?
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112. What key stakeholder process output measure(s) does Service Assurance Agent leverage and how?
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113. Does the team have regular meetings?
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114. How do you manage scope?
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115. What is out of scope?
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116. Who approved the Service Assurance Agent scope?
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117. How was the ‘as is’ process map developed, reviewed, verified and validated?
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118. What constraints exist that might impact the team?
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119. Is scope creep really all bad news?
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120. Have the customer needs been translated into specific, measurable requirements? How?
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121. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?
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122. How have you defined all Service Assurance Agent requirements first?
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123. Who is gathering information?
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124. Are all requirements met?
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125. How do you gather requirements?
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126. What is in the scope and what is not in scope?
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127. Scope of sensitive information?
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128. How does the Service Assurance Agent manager ensure against scope creep?
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129. Is the Service Assurance Agent scope complete and appropriately sized?
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130. What defines best in class?
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131. How often are the team meetings?
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132. Has a team charter been developed and communicated?
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133. What are (control) requirements for Service Assurance Agent Information?
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134. What knowledge or experience is required?
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135. Has a Service Assurance Agent requirement not been met?
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136. Is there a clear Service Assurance Agent case definition?
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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 Service Assurance Agent Index at the beginning of the Self-Assessment.
CRITERION #3: MEASURE:
INTENT: Gather the correct data. Measure the current performance and evolution of the situation.
In
