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IT Problem Management by Gary Walker

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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 ...

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