theartofservice

Validation and testing…USERS!!! (as part of the Anti Service Management Framework)

Validation and testing is a new process to the ITIL framework  - and thank goodness for that.  It’s about time that there was some sort of “separating the sheep from the goats” strategy…  Meaning??? Allow me to explain…

If I had my way, validation and testing would be used to make sure that only intelligent users had access to the service that I designed, built, sweated over and rolled out!.  Ever notice that majority of the complaints come from users who don’t know how to use the service?  V&T would eliminate this: users would be tested on their ability to use the service. If they pass, they have access.  If they fail to read basic instructions, use F1or don’t understand key terms like “start/Run”…. Then– they fail… and can’t use service

Benefits to my way of thinking???? – less incidents due to user stupidity, less complaints, greater satisfaction from Service Desk and better metrics because only smart people use the service…. ( which if you really look at it – that would mean that the only ones who do use the service would be techies like me….) but why do I want to use a customer database?

Hmmm.. I think there’s something in that for all of us, don’t you?

Till next time

Cheers from The Art of Service

Michael