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Why is the customer always right?

Posted: Tue Oct 22, 2013 5:27 pm
by Tiddles
I'm new to ITIL but one thing that has struck me is how defensive everyone becomes whenever the rights and expectations of customer are brought into question. So for example if you are faced with the dilemma of deciding whether to reboot a server to get a service back up or not rebooting it so that valuable troubleshooting diagnostic information is not lost and can examined for a more permanent solution, most will opt for the reboot. I can understand this given there might be severe penalties in the SLA, but I'm curious is it normal to have bonuses thrown in as another motivation for worshipping the ground customers walk on. I work in an internal IT section and we have a completely different view of our customers. Of course we don't get bonuses but if we did I'm sure the whole dynamics would change. Never going to happen though being a government organisation.