The ODP Criteria
At the heart of the TSIA Organizational Development Program is a compendium of support operations evaluation criteria, developed and updated by a TSIA-led Industry Standards Board.
Representing the collective experience of more than 50 leading technology companies, the Organizational Development Program includes over 350 best practices across seven separate components of technology service and support – from agent-based and electronic self-service to field service and outsourcing.
Click on any of the seven modules in the chart below to see a list of the criteria in a PDF document.
As with all aspects of the Organizational Development Program,
TSIA members can elect to focus only on those components of
the program that are relevant to their immediate support
business model and/or objectives.
TSIA and J.D. Power and Associates are committed to the ongoing enhancement of these standards as models for technology service and support delivery continue to evolve.
For more information on ODP, please fill out our Support Operations Best Practices Interest Form.