This powerful resource is content from the ‘Support Strategy Manager Certificate’ of the ‘Mastering IT Support Delivery‘ curriculum of career-spanning qualifications in IT support method and professionalism. It describes five maturity levels in each of the 21 key functions of IT support delivery.
It is based on real life. Check your support department's actual behaviours in here, to see what maturity level you have already attained. Then decide what level you want to achieve – and know when you've reached it because of what behaviours your service then exhibits.
Over 10,000 words of practical IT support realities taken from real-life experiences and observations.
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