Building a customer support org from zero: what ITIL 4 taught me

ITIL 4 gives you a vocabulary and a structure for service management. What it can’t give you is the judgment about when to bend it — that comes from building support orgs from scratch.

Start with the value stream

Map how a customer request actually moves before you design a single queue.

Hire for the shape of the work

The first hires set the culture of the whole function.

SLAs as promises, not weapons

An SLA is a commitment you can keep, not a stick to manage people with.

(Draft — full write-up in progress.)