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We can also see that Support follows MACE. The Phases, Disciplines and Artefacts are all related to Support. This is the domain that POES helps to structure. POES effectively defines the Conceptual Operating Model for Enterprise Support.

Within your Enterprise, Support is using an Operating Model - whether it is good or bad, documented or not.

POES is currently under construction.

 

What Operating model do you use for Support?

Do people know what it is?

Is it fit for purpose?

If not, who is Accountable for improving it?

Who is Responsible for improving it?

Does your Support capability support many things or only IT?

Do you have duplicate Support capabilities (first and second line) one for internal IT and one for customer’s problems?

If so, why?

 

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