(5) Identifying and understanding the key customers: once the processes have
been clearly identified, understood, and defined, it is equally important for the
organization to put an emphasis on identifying and understanding the key
customers – those that have been critical of the service. We can have all the
procedures and processes in place but until we know our customers we will
not know if the time and money spent on the project is a good investment.
By listening to the customers, organization can gain valuable information to
drive and support ITIL initiatives.