At this point, your support group needs to determine its business drivers, strategic intent, stake-holder expectations, performance measurements, and critical issues.
To work according to your accepted mission, you must understand the support group’s business drivers. These are likely to include some of the group’s clients’ external drivers, such as market or competitive issues. They will also reflect the clients’ experience with managing change, such as previous inability to adapt quickly when needed. Figure 9.1 illustrates this and other considerations in the Business Context phase.