An often under looked tool when looking for ways to improve goals or decide what product is best. I’ve often struggled to article my thoughts around SWOT analysis but this has really helped me.

• Strengths: What do we do well that we can build on?
• Weaknesses: What are the things holding us back?
• Opportunities: How can we do things better and what could this look like?
• Threats: What are things that could jeopardise us?

So putting on my ITSM hat and using it for incident management we could come up with

• Strengths
  • Enables quick restoration of services and minimises business impact.
  • Clearly defined roles and workflows improve responses times and accountability.
  • Integration with knowledge base helps with quicker resolution.
  • Supports SLA adherence
• Weaknesses
  • Can become overly reliant on manual triaging.
  • Poor prioritisation and categorisation can delay resolution.
  • Poor documentation impacts problem management or future resolution
• Opportunities
  • Use of AI for routing or triaging.
  • Integrations with monitoring tools for faster detection
  • Continual improvement through incident analysis
  • Cross-training staff to improve first-contact resolution.
• Threats
  • Outages or spikes in ticket numbers can be overwhelming.
  • Inconsistent data quality hinders reporting and trend analysis.
  • High staff turnover or insufficient staffing can affect the responsiveness.