As part of the planning to implement the ITIL framework to drive higher levels of quality (and even reduced cost of service delivery) there is a requirement to understand what current strengths can be leveraged.
In this regard there are a series of questions that need to be answered:
1. Can we identify services that we currently provide that have a distinctive flavour?
2. Are we in a position to understand which services earn us and the organization the best return?
3. Which of our customers are the most loyal due to the previous levels of satisfaction that we have delivered to them?
4. What actions are we taking now that we would consider to be efficient and in little need of changing?
Answering these questions forces the service management team into a strengths and weaknesses assessment, along with identifying risks and required factors for success (CSFs).