The FT Works Support Maturity Model — for Processes

Support Maturity Model


We are working our way through the layers of the FT Works Support Maturity Model. After discussing how it applies to support offerings last month, I’m back to discuss processes.

A quick reminder that the model is that it is not monolithic. Your organization may be at the basic Bootstrap level for plans, but at a more advanced level for processes, e.g. Managed. Read on for details.



At the Bootstrap level, there may be a lot of energy to get things done, but not a lot of processes! Cases do get resolved somehow, and there may be strong customs in place around case resolution, but they are not documented or followed evenly. Escalations are ad-hoc, too, and there is no organized, ongoing retention program. Everything else is best effort: backlog management, knowledge management, etc.


At the Structured level, basic processes are in place. There is a documented case resolution process that is used to train new hires. There is an established method to handle escalation requests from customers or the sales team. Knowledge is created and managed. There is an onboarding process and a customer success playbook with retention techniques for at-risk customers.



At the Managed level, processes become more robust: there are SLOs with outside organizations such as Engineering. Backlog management is done formally and against targets. There is a full escalation process. Global organizations have implemented a Follow-The-Sun process to handle cases around the clock. Customer journeys have been defined, by segment.



At the Holistic level, we would expect more refined processes. This includes monitoring of customer systems, proactive escalation detection, a full readiness program, formal management of support improvements, disaster planning, and a formal program to upsell and cross-sell customers.



At the Visionary level, we would first look for a full voice-of-customer program that analyses the support and customer success experience to contribute to improvements in the product and support. We would also look for innovative practices such as case swarming, critical account handling, and AI-leveraged processes.


Where do you think your organization ranks for processes? Please share in the comments.

And if you’d like to participate in refining the model, please let me know and we can schedule a short discussion to explore further.

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