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Improve moments of truth

Improve moments of truth - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Improve moments of truth

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- [Instructor] Jan Carlson was a key figure at the inception of service management. He orchestrated a dramatic turnaround at SAS Airlines by focusing everyone on improving key moments of truth. Key interactions between service providers, customers, and users. This lean, agile, and lightweight outcome-focused approach to service management was prominent at service management's inception and got displaced during the re-engineering era by a more heavy handed end to end process engineering approach. The fourth way, improve moments of truth, takes up Jan Carlson's idea again and is about identifying the key interactions among providers, customers, and users, and working to improve both those interactions and the setting for action that those interactions take place in. Years ago, I had a salesperson from Microsoft come in to me at work and ask, "Dave, what do people do here in R&D all day long?" I said, "Well, they have meetings, they send emails and texts, they write documents, they make…

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