The corresponding study in this qualification provides a philosophical approach along with skills and practices in the design, construction, and implementation, of an end-to-end, cross-department, IT user and systems support strategy. The methods described here are applicable to ‘greenfield’ service invention or to the re-engineering of an existing provision. This high-level consideration makes it equally pertinent in both ITSM (corporate internal user) and ECSM (External Customer Support Management) contexts.
With the strategy implemented, the skills also pertain to orchestration of the service at the level of manage-the-managers. Thus it includes service level achievement, resource deployment, strategy compliance and productivity expectations; along with the required operational managers’ responses to these via cascade reporting.