1. Using SWOT Analysis to determine the true ‘today’ position © 2006. www. IT ServiceBlog.com : All Rights reserved. 1.Sample SWOT Chart (that you can customize) 2.The objectives of S, W, O and T 3.SWOT analysis suggested key areas 4.Integration is key 5.Getting to ‘one version of the truth’ 6.Obtaining the definitive ‘Where We Are Today’ 7.Further Reading © 2006. www. IT ServiceBlog.com : All Rights reserved.

2. strengths Advantages? Capabilities? Competitive advantages? USP's (unique selling points)? Resources, Assets, People? Experience, knowledge, data? Financial reserves, likely returns? Marketing - reach, distribution, awareness? Innovative aspects? Location and geographical? Price, value, quality? Accreditations, qualifications, certifications? Processes, systems, IT, communications? Cultural, attitudinal, behavioural? Management cover, succession? weaknesses Disadvantages of proposition? Gaps in capabilities? Lack of competitive strength? Reputation, presence and reach? Financials? Own known vulnerabilities? Timescales, deadlines and pressures? Cashflow, start-up cash-drain? Continuity, supply chain robustness? Effects on core activities, distraction? Reliability of data, plan predictability? Morale, commitment, leadership? Accreditations, etc? Processes and systems, etc? Management cover, succession? opportunities Market developments? Competitors' vulnerabilities? Industry or lifestyle trends? Technology development and innovation? Global influences? New markets, vertical, horizontal? Niche target markets? Geographical, export, import? New USP's? Tactics - surprise, major contracts, etc? Business and product development? Information and research? Partnerships, agencies, distribution? Volumes, production, economies? Seasonal, weather, fashion influences? threats Political effects? Legislative effects? Environmental effects? IT and Service developments? Competitor intentions - various? Market demand? New technologies, services, ideas? Vital contracts and partners? Sustaining internal capabilities? Obstacles faced? Insurmountable weaknesses? Loss of key staff? Sustainable financial backing? Economy - home, abroad? Seasonality, weather effects? Subject under Analysis:- © 2006. www. IT ServiceBlog.com : All Rights reserved. Sample SWOT Chart – for you to customize

3. strengths Advantages? Capabilities? Competitive advantages? USP's (unique selling points)? Resources, Assets, People? Experience, knowledge, data? Financial reserves, likely returns? Marketing - reach, distribution, awareness? Innovative aspects? Location and geographical? Price, value, quality? Accreditations, qualifications, certifications? Processes, systems, IT, communications? Cultural, attitudinal, behavioural? Management cover, succession? weaknesses Disadvantages of proposition? Gaps in capabilities? Lack of competitive strength? Reputation, presence and reach? Financials? Own known vulnerabilities? Timescales, deadlines and pressures? Cashflow, start-up cash-drain? Continuity, supply chain robustness? Effects on core activities, distraction? Reliability of data, plan predictability? Morale, commitment, leadership? Accreditations, etc? Processes and systems, etc? Management cover, succession? opportunities Market developments? Competitors' vulnerabilities? Industry or lifestyle trends? Technology development and innovation? Global influences? New markets, vertical, horizontal? Niche target markets? Geographical, export, import? New USP's? Tactics - surprise, major contracts, etc? Business and product development? Information and research? Partnerships, agencies, distribution? Volumes, production, economies? Seasonal, weather, fashion influences? threats Political effects? Legislative effects? Environmental effects? IT and Service developments? Competitor intentions - various? Market demand? New technologies, services, ideas? Vital contracts and partners? Sustaining internal capabilities? Obstacles faced? Insurmountable weaknesses? Loss of key staff? Sustainable financial backing? Economy - home, abroad? Seasonality, weather effects? Subject under Analysis:- © 2006. www. IT ServiceBlog.com : All Rights reserved. Maintain, Build, Leverage & Share Prioritise and Optimize Remedy, Eliminate or Exit Counter, Evasive Moves or Controlled ‘Detonation’ Baselined Current State The objectives of S, W, O and T. What you need to determine after your list is built

4. SWOT Analysis Suggested Key Areas © 2006. www. IT ServiceBlog.com : All Rights reserved. People Policy / Process / Procedures Technology and Tools Service / Product Quality Management Customer Strengths Weaknesses Opportunities Threats Finance Conduct a separate SWOT, by functional area Involvement is key People need to feel like they are creating their own futures even if the forward agenda is advanced Suggested Key Areas Make it all people centric! P

5. SWOT Analysis – Integration is key © 2006. www. IT ServiceBlog.com : All Rights reserved. People Policy / Process / Procedures Technology and Tools Service / Product Quality Management Customer Strengths Weaknesses Opportunities Threats Finance Strengths Weaknesses Opportunities Threats Strengths Weaknesses Opportunities Threats Strengths Weaknesses Opportunities Threats Strengths Weaknesses Opportunities Threats Strengths Weaknesses Opportunities Threats Strengths Weaknesses Opportunities Threats SWOTs need Integrating P

6. Strengths Weaknesses Opportunities Threats Strengths Weaknesses Opportunities Threats Strengths Weaknesses Opportunities Threats Strengths Weaknesses Opportunities Threats Strengths Weaknesses Opportunities Threats Strengths Weaknesses Opportunities Threats Strengths Weaknesses Opportunities Threats Integrated Current Position Integration Effort © 2006. www. IT ServiceBlog.com : All Rights reserved. Effort is required to create ‘one version of the truth’ Multiple SWOT’s (across all areas) Integrated SWOT (One version of the truth) Remove low priority items – deal with them now Prioritise items Carry forward key / critical / important items Apply common-sense ‘filter’ Ensure the integrated position is p eople centric It’s the p eople that make service happen! Filter P

7. Strengths Weaknesses Opportunities Threats Integrated Current Position © 2006. www. IT ServiceBlog.com : All Rights reserved. This is ‘Where we are today’ Complete View Prioritised, but P eople centric One version of the truth Baseline across all areas Common reference point to improve from Protect this view. It’s your starting point. P

8. Further Reading… http://www.businessballs.com/swotanalysisfreetemplate.htm Regain Your Focus with SWOT Analysis, Carnegie Mellon:-http://www.businessballs.com/swotanalysisfreetemplate.htm http://www2.cio.com/higher/report3307.html Managing ITIL Change (Example SWOT included):-http://www2.cio.com/higher/report3307.html http://www.retailsystems.com/communitycenters/rhdcc/managingitilchange.pdf Top 10 Search results for “SWOT + ITIL” at IT Service Today.com:-http://www.retailsystems.com/communitycenters/rhdcc/managingitilchange.pdf http://www.itservicetoday.com/search/cgi-bin/it/articles_search.cgi?search=SWOT+%2B+itil The fundamentals of executing a SWOT, BusinessBalls.com:- © 2006. www. IT ServiceBlog.com : All Rights reserved.