There is a **team lead** responsible for team performance, communication, defining process ownership and advocating for service improvements both inside and outside of the team.

You have the right **specialist skills** and **experience** with an even distribution of work. The team is empowered to make decisions or escalate where appropriate, and individual service excellence is recognized.

The scope of services offered by the team are **defined** and **documented** with clear success metrics that are communicated and agreed upon with key stakeholders.

Service levels for the teams' service mandate are defined and visible to key stakeholders. There is a **queue management**, **categorization**, **prioritization** and **escalation** processes in place to meet service level agreements.

Team members are skilled at **understanding**, empathizing and **resolving** requests with an effective customer feedback loop in place that drives improvements and builds trust to improve service offerings.

The team has the necessary tools to deliver on the service mandate. Processes, including those that operationalize new services, are well **documented** and have defined **workflows** and **owners**.

Vendors and partners are known, key contracts and relationships are documented with **operational level agreements** established.

The team captures **feedback**, key performance indicators are realistic, valuable and reporting is accessible.