Support Health Check
The Support Health Check provides a structured, independent review of your existing support function to ensure it is fit for purpose, efficient, and aligned to business needs. We assess how support is organised, delivered, and governed, identifying strengths, gaps, and opportunities for improvement.
The Review
- Support structure & roles – clarity of responsibilities, skills coverage, and capacity
- Processes & ways of working – incident, request, problem, and change handling effectiveness
- Tooling & data – service desk platforms, monitoring, reporting, and automation
- Performance & experience – SLAs, KPIs, user satisfaction, and service quality
- Governance & escalation – decision-making, ownership, and supplier interactions
What You Get
- A clear health assessment of your current support capability
- Practical recommendations to optimise performance, resilience, and cost
- Identification of quick wins and longer-term improvement initiatives
- Reduced risk through improved consistency, visibility, and control
Target Operating Model (TOM) guidance
As part of the engagement, I provide expert advice on your Support Target Operating Model, defining:
- The right support model (in-house, outsourced, hybrid) for your organisation
- Optimal tiering, roles, and skills across support levels
- Process standards aligned to best practice
- Governance, metrics, and continuous improvement mechanisms
The outcome is a clear, actionable roadmap to move from your current state to a support model that is scalable, efficient, and aligned with your strategic goals.