IT Problem Management

5.4. Validation Implementation

To implement a formal validation process, you must develop a service catalog that clearly defines services, and you must develop policies in support of the validation requirements for each service. You must also develop and maintain a customer database that has some mechanism for validating customers. If you have contracts in place that contain eligibility rules, you need a mechanism that provides that information to the agents when they need it.

A clear, concise, and agreed-upon policy needs to be developed to define who a valid customer is and their authorization to obtain services from the help desk. The policy should address contractors and consultants, temporaries, new employees, and existing employees. It ...