IT Problem Management

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

1. Verify that the customer is a valid customer.

2. Deliver support only to valid customers.

3. Verify that the service requested is a valid service.

4. Verify that valid customers are eligible for the requested service.

   Figure 5-1. Validation is an important part of the problem management process.

   

5. Provide referrals and a value-added follow-up for referrals of legitimate contacts.

6. Track the number of requests from non-valid customers, requests for services not provided, ineligible ...