Is something a service improvement if it is contractual...

Forum to discuss ITIL issues and disciplines covering Service Delivery.
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Joined: Mon Nov 09, 2015 7:00 pm

Tue Nov 10, 2015 12:08 pm

I'm working with a customer that insists that if there something in the contract and we are not delivering it, then it's not a service improvement and shouldn't go down in the log.

I'm having a hard time proving to him that it's still a service improvement.

Any documentation that proves my case?

Hope that makes sense.

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