Discovery & analysis
Discovery
Before you configure anything, map your organisation — stakeholders, processes, pain points, roles. This chapter is a workbook with templates you take straight into your workshops.
Updated Jan 23, 2026
Chapter 3 — Discovery
Before you configure anything, map your organisation. Not as a formality — but because every configuration choice later will rely on a business decision that has to be made here. Who is accountable? Which processes run today? Where does it hurt? Who has to do what?
This chapter is not a reading guide. It is a workbook: per section you get a template that goes straight into your workshops. Fill it in with your team, and you have the answers ready for the Questionnaire (Chapter 4) and the configuration (Chapter 5).
What do you deliver?
By the end of this chapter you have an implementation brief of ~10 pages with the following parts. It is no more than a set of filled-in templates, but the difference shows up during configuration.
Stakeholder list & RACI
Who the players are, who decides, who is consulted, who is informed.
As-Is process maps
3-7 core processes visually: from trigger to closure. With handovers and durations.
Pain-point list
Prioritised, with quantification (frequency × impact) and owner.
Service catalog
Which services you provide, with SLA expectations and an owner per service.
Scope & prioritisation
What belongs in phase 1, what you park for phase 2 or later. MoSCoW table.
Decision log
Who decided what, when, on the basis of which information.
The eight building blocks of this chapter
3.1 Stakeholders & interests
Who the players are, and who has what interest in the outcome.
3.2 As-Is processes
Document how the work flows today — handovers, waiting times, decision points.
3.3 Pain points & opportunities
Where does it break down? Quantify and prioritise with a simple scoring matrix.
3.4 Roles & RACI
Who is accountable, who executes, who is consulted, who is informed.
3.5 Service catalog
The catalog of services your organisation delivers, with SLA levels.
3.6 Best practices
How comparable organisations do it. Benchmarks and pitfalls.
3.7 Scope & prioritisation
What goes into phase 1, what into phase 2. MoSCoW with realistic ambition.
3.8 Decision log
Log of choices, owners and reasoning. Critical when there is turnover.
Recommended order
How do you work through this chapter?
- 1Stakeholders & roles first — without the right people at the table, every subsequent step is rework.
- 2As-Is processes — document with the people who do the work, not with management alone.
- 3Pain points harvested during the process interviews — not separately.
- 4RACI & service catalog follow from the process maps.
- 5Best practices as the final reality check, not as the starting point — otherwise you adopt other people's problems.
- 6Scope & prioritisation — choose what goes first, with the stakeholders around the table.
- 7Log decisions continuously — not only at the end. One decision per workshop, in a log.