ITO-Service Desk Strategic Planning Session

Activity 1

Name: _________________________

Directions:

Read these instructions carefully. You have exactly 10 minutes to complete this. This activity aims to help in
broader understanding of our customers and the service requirements we need to deliver. Ultimately, this is an
honest assessment of critical-thinking which is always needed in doing our day-to-day work. The question – are
you committed to deliver the best in class IT service? – should be answered. Please read all questions first before
answering. Good luck!

1. Who are our customers?

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2. If you were the customer, how do you describe a world-class service that can be provided to
you?
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3. Let’s suppose you are the Operations Manager of your account – what will be your guiding
framework in delivering the services for your client?
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4. In your process or delivery area, which high level items do you think we can still implement
improvements on and why?
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 5. How else do you think in your current capacity can you contribute to more organizational
successes?
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6. You have read the previous questions so you may now proceed to the next number.
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7. Answer only the question in number 8.

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8. Stop smiling, keep quiet, and just answer the question mentioned in the instructions portion
of the first page.
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9. If you have already completed the above and there are still some extra time, what are your
expectations for this session?
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