Tag: responsibility

  • Anatomy of an apology

    We are human, and we will make mistakes. We can hope that they don’t have disastrous consequences, but sooner or later mistakes will be made. There’s just no way around it. Sometimes we’re unlucky, sometimes we’re lazy, and sometimes we’re simply negligent. Whatever the case might be, the end result is the same; a mistake […]

  • Thoughts on SPOC and responsibility

    An important principle of ITIL is that all requests should go through a single point of contact (abbreviated to SPOC). What this means, is that a single channel should be defined for the reception, classification, and distribution of a request or incident. Crucially, it does not mean that all contact with the customer should be done […]