From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

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Improve moments of truth

Improve moments of truth - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

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Improve moments of truth

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- [Instructor] The fourth way is improving moments of truth, where moments of truth are key interactions among people. We improve these moments by both improving the interaction itself, as well as the setting in which it takes place. Jan Carlson was a key figure early in service management. He orchestrated a turnaround at SAS Airlines by focusing everyone on improving moments of truth. This approach, focused on making key microtransactions great stands in stark contrast to the end-to-end process re-engineering thinking and approach. This lean and agile approach to service management prominent at service management's inception got displaced in the re-engineering era by a more heavy handed end-to-end process engineering approach. The pendulum is now swinging the other direction back to lightweight, lean, agile and DevOps approaches. The fourth way, improving moments of truth, takes up Jan's idea, focusing on what people do.…

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