The FT Works Support Maturity Model — for Tools

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 organizations,  support processes and support offerings in the last months, I’m back to discuss tools.

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 the Managed level for processes, and at the Structured level for people. (although a more sophisticated organization would likely push for equally mature processes!). Read on for details.



At the Bootstrap level, there are no tools per se, only channels. Support requests arrive through email, chat, or by phone and are handled accordingly.



Most organizations quickly reach the Structured level, where they acquire a case-tracking tool, allowing them to track issues from beginning to end and run at least rudimentary metrics. , They also use a bug-tracking tool, usually chosen by the Engineering team. And there is a customer portal where users can search for information and manage cases.



The Managed level usher in a more sophisticated portal with a federated search, online forums, asset management, etc. Internally, there is also a collaboration tool that allows the support engineers to exchange information and resolve cases in small teams.



At the Holistic level, the customer portal gets another upgrade, from support-centric to customer-centric, presenting all the resources the user may want in one coherent whole. Other internal tools appear including a scheduling tool and customer success tool.



At the Visionary level, we see a variety of  AI tools that help with sentiment detection, escalation detection, and quality monitoring.


Where do you think your organization ranks for the tool layer? 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.