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- DITR businesses
- SLA
- Admin Desktop
- Admin IT
- Athena, including Laptop Loaner Program
- PC Service
- Software Licensing
- Training
- Mobile Device Services
Issues to Raise
- Do LOBs have databases, and if so, what are they, where are they, who can get in, etc, what's tracked, how does reporting occur, etc.) Issues of Inventory, Client-to-Computer matching, overall asset management.
- How much hidden work goes on in addition to the unhidden work, and if not zero then for whom, by whom, how long does it all take? how much rework happens?
- Definition of Workflows -- how carefully is work tracked as it's done. Is it countable? Reportable? is it repeatable? (are there process checklists, for instance, for SLA visits to client computers)
- Succession plans / cross-training / understudies
- Performance standards / measures / business drivers
- Mechanisms for oversight (trust by verify) by folks external to the team
- What do we need to bill per LOB in order to break even? are we losing our shirts by even being in the business (and maybe that's okay). What are all the true costs being piled onto the recovery model, including FTE, related costs, indirect costs, etc.)
- What's the current difference between how things are supposed to work and how they actually do work?
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