Business outcomes
- More predictable delivery and fewer escalations
- Cleaner handoffs and reduced rework
- Better visibility into backlog practices
Process overview
- Map services end‑to‑end
- Define escalation paths and triage rules
- Draft playbooks and measure points
What we’ll do
- Service mapping workshops
- Handoff matrices and SLAs
- Escalation paths with triggers
- Publish playbooks and training brief
Team roles
- Sponsor/Delivery lead, Service owners, Support lead
- QA for measurements
Timeline & format
- Iterative drafts; validate in active engagements
- Short enablement sessions for rollout
Handover & sustainment
- Service catalog + playbooks
- Escalation and handoff matrices
- Utilization/backlog practices