March 2001
Intermediate to advanced
256 pages
6h 26m
English
Content preview from IT Problem Management
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Chapter 5. Customer Validation
Customer validation is an important part of the problem management process and is illustrated in Figure 5-1. The primary goals of validation are to
Verify that the customer is a valid customer.
Deliver support only to valid customers.
Verify that the service requested is a valid service.
Verify that valid customers are eligible for the requested service.
Figure 5-1. Validation is an important part of the problem management process.
Provide referrals and a value-added follow-up for referrals of legitimate contacts.
Track the number of requests from non-valid customers, requests for services not provided, ineligible ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.