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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 Carlzon 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 micro transactions great, stands in stark contrast to the end to end process reengineering thinking and approach. This lean and agile approach to service management, prominent at service management's inception, got displaced in the reengineering 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, take up Jan's idea focusing on what people do.…

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