Service Team Health Monitors


The service team Health Monitor gets your team to look at the big picture so that, over time, working through the queue will feel less like... well, work.

Use this health monitor to...

Understand your strengths and weaknesses as a service team.

Identify plays your team should run (and why).

Read why Health Monitors help your team

AND I NEED THIS... WHY?

Service teams are more common than you might think. It's not just customer support and the IT help desk. It's accounts payable. Recruiting. Legal. Public relations. Build engineering. Even design teams that operate like an in-house creative agency are service teams. What makes these all service teams is that your queue is made up of requests from people outside your team – whether it's reviewing contracts for internal customers, or providing tech support for external ones.

No matter what type of service you provide, your team can't deliver their best work unless you're working well together. Even though you may rely heavily on tools as you work through the queue, those tools are worthless without the right people and processes. Getting that in place means more time for those all-important special projects that help you prevent fires rather than fighting them.

Over the years, we've observed eight attributes common amongst healthy service teams. This Health Monitor is a chance for your team to get a reading on each of them – to check your vital signs, if you will. From there, you can run other plays that change the way you work so you're building muscle in your weak areas, and follow up with quick checkpoints to track your progress.

WHO SHOULD BE INVOLVED

Bring in the people on the front lines of running the service, as well as your team lead. Others stakeholders, including customers should sit this one out.

User Team
People

Your team

Pencil icon
Prep Time

5 min

Measure Clock
Time

60 min

HEALTH MONITOR AT-A-GLANCE

  1. With your team, read the definition of each attribute (displayed below) of healthy, high-performing teams out loud. On the count of three have each person rate how they feel the team is doing compared to each definition (thumbs-up/green, thumbs-sideways/yellow, thumbs-down/red). Record the results of each attribute team rating on a Health Monitor grid.
  2. Choose one or two of the attributes rated yellow or red. Select plays that will strengthen these areas.
  3. Schedule your next Health Monitor checkpoint (we recommend monthly).
PREPARATION - WHAT YOU NEED TO COMPLETE A HEALTH MONITOR

Get a Health Monitor grid

A Health Monitor grid is where you record the team ratings for each attribute. It is best to keep a reference of past Health Monitor ratings so you can see how results change over time. You can draw the grid on a whiteboard, download a PDF, or set it up as a Confluence page using our blueprint. View example of a completed Health Monitor grid.

Are you facilitating the session?

Step 1

Team health assessment (10-40 min)

Read the name and definition of the first attribute out loud to the group.

On the count of three have everyone give their rating for that attribute.

Thumbs up / green: "We're strong here"

Thumbs sideways / yellow: “We're ok... but a little shaky"

Thumbs down / red: "We're not healthy"

Repeat for each attribute.

Attribute No.1
1 of 8
团队领导

团队主管负责团队业绩、沟通、定义流程所有权和促进团队内外的服务改进

Attribute No.2
2 of 8
团队均衡

您有适当的专业技能经验,且工作分配均衡合理。授予团队适当的决策权或上报权,并认可个人服务表现。

Attribute No.3
3 of 8
服务授权书

使用关键利益相关者协商同意的清晰的成功标准来定义记录团队提供的服务范围。

Attribute No.4
4 of 8
服务级别
  • 团队服务授权的服务级别由关键利益相关者定义和查看。相应的队列管理分类优先级上报流程可以满足服务级别协议。
Attribute No.5
5 of 8
以客户为中心

团队成员善于理解,有同理心,能运用已有的有效客户反馈回路解决请求,推动进步和构建信任,从而改进服务产品组合。

Attribute No.6
6 of 8
工具和流程

团队拥有必备的工具以便按照服务授权书交付。流程,包括可操作新服务的流程在内,都被完整记录具有定义的工作流程所有者

Attribute No.7
7 of 8
有效的合作伙伴关系

供应商和合作伙伴是已知的,而关键合约和关系则按已经建立的操作级别协议进行记录。

Attribute No.8
8 of 8
报告和分析

由团队收集反馈,关键业绩指标符合实际且有价值,并可获取报告。

Note how many reds, yellows, and greens there are. Then decide on a rating and record it on your Health Monitor grid. Keep the discussion brief and don't try to solve problems yet. Just understand why everyone chose the rating they did.

Over time, your Health Monitor grid might look something like this:

Attribute

Checkpoint

1

Checkpoint

2

Checkpoint

3

Checkpoint

4

Checkpoint

5

Team leadership

Checkpoint

1

Checkpoint

2

Checkpoint

3

Checkpoint

4

Checkpoint

5

Balanced team

Checkpoint

1

Checkpoint

2

Checkpoint

3

Checkpoint

4

Checkpoint

5

Service mandate

Checkpoint

1

Checkpoint

2

Checkpoint

3

Checkpoint

4

Checkpoint

5

Service levels

Checkpoint

1

Checkpoint

2

Checkpoint

3

Checkpoint

4

Checkpoint

5

Customer centricity

Checkpoint

1

Checkpoint

2

Checkpoint

3

Checkpoint

4

Checkpoint

5

Tools and processes

Checkpoint

1

Checkpoint

2

Checkpoint

3

Checkpoint

4

Checkpoint

5

Effective partnerships

Checkpoint

1

Checkpoint

2

Checkpoint

3

Checkpoint

4

Checkpoint

5

Reporting and analytics

Checkpoint

1

Checkpoint

2

Checkpoint

3

Checkpoint

4

Checkpoint

5

Step 2

Next steps: choose plays to strengthen yellow and red areas

Here are a few suggested plays for improving in each area. Don't treat these as prescriptions! You know your team better than anyone, so check them out, explore other plays, and do what you think is best.

Step 3

Schedule your next Health Monitor checkpoint

Health Monitors work best when done on a regular schedule; results will change as a projects change. Most teams schedule Health Monitor sessions on a monthly basis. If your team has a lot of red areas, consider a weekly or bi-weekly cadence until you're feeling a bit stronger. Weekly checkpoints can be super-quick (15-30 minutes) since there is already a baseline for your team to work from.

Tips for facilitating a Health Monitor

Setting the context show tips +

The purpose of the Health Monitor to assess how well your team is working together. Brutal honesty is the key here. It's not all doom and gloom, though: you'll uncover good things too, and exchange some high-fives…

You'll be assessing your health strictly within the context of the project you're working on. There are no right or wrong answers, and everyone's opinion is equal.

During the Health Monitor show tips +

If your team includes 8 or more people, you might want to divide into sub-groups and work through the initial ratings for each attribute. Then, come back together and converge on full-team ratings. 

If you're new to the Health Monitor, it helps to display the names and descriptions of the eight attributes on a screen, so the team can see them easily.

How you think about red, yellow and green will be unique to your team. Use your intuition and don't worry about establishing standardized criteria for each color – that only distracts from the discussion.

Make sure each person has a voice and a chance to contribute to their group's ratings individually before moving into whole-team discussions.

If your team members tend to "settle" or call something "okay” when it really isn't, start with red as the default rating for all attributes, and make groups justify their way to a green rating.

Resist the temptation to solve problems, and just focus on observations.

Next steps show tips +

Set a regular cadence for Health Monitor checkpoints. Are your reds and yellows moving toward green? Have any of your greens slipped into the red? Regular checks help keep momentum high and catch problem areas before they become destructive.

Some teams incorporate checkpoints into an existing team ritual, like a weekly team meeting. Other teams periodically replace rituals like sprint retrospectives or stand-ups with a checkpoint. But you can schedule the checkpoints separately, if need be.

For the checkpoint, pull up your Health Monitor grid. Have the full team assess how they're doing on each attribute using the same red/yellow/green ratings.

Pay special attention to the attributes you chose to focus on during the full Health Monitor session. When one goes green, choose a new focus and look for plays that will help. Remember: the plays are different ways of going about your daily work, which means you can run them even if you aren't struggling. Preventative care works for teams just like it works for our bodies!

Not so sure about all this?

No worries. We answered users' most common questions about the Health Monitor in this handy-dandy blog post. 

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