IT Problem Management

5.1. Typical Validation

In many service centers, particularly centers providing internal support only, the validation process is extremely informal. All three components of validation are usually considered, but are handled using a trust-based or casual policy approach. This occurs because the service center's culture is to provide service and help the customer in any way possible. Turning a customer down by not providing support can tarnish a service center's reputation. This typically happens to service centers that have a bad reputation to begin with. Usually, a close inspection of service centers in this situation reveals that too many aspects of the service center are run informally. There is a loose definition of the services that the ...