Slide 7 of 16
The exercise with module 2 has to do with formulating a mission statement.
A MS should be appropriate for a specific organisation. Avoid fuzzy, generic, non-committal statements (like the one in the slide). A MS should provide staff with a clear direction, a sense of motivation and a base for operational goals.
The business plan will explain how you intend to realise your vision or live up to your mission statement.
The goals/objectives are specific components of this.
The KPIs will tell you to what degree you’re successful.
Link this back to the Objective Tree and the different definitions of the service desk structures.