Assessment References
Maintaining a single source of customer and supplier details is a major issue for many organizations, because there are generally several sources:
- personnel department (e.g. name, department, NI number)
- IT department (e.g. computer id, email address, location)
- telephone switchboard (e.g. telephone no, fax no).
A process should be defined for maintaining customer, support staff and supplier details that answers such questions as:
- what needs to be stored)
- what are the sources, and where are they?
- how do we consolidate them?
- do we keep them up to date?
- who maintains the master source
Source: ITIL Service Management, Section 4.8.4