Acquiring visibility in the traditional manner of asking questions about the “Issues” consistently leads to decisions and action plans based on misunderstandings and inaccurate information.
The red arrows in the diagram above represent the different perceptions people have throughout the internal organization, the IT User Departments, and enterprise Senior Management regarding what needs to be done to improve and maintain IT Service Delivery and Service Support.
As information is communicated and received, it changes - first, it’s filtered for transmission, then interpreted based on the recipient’s perceptions, interests, and biases.
We can see how customer satisfaction Information becomes considerably different Information at the top level as it is filtered and interpreted at each level through which it passes.
This transformation of visibility populates the “Issues” under the CSFs management is tracking with erroneous and misleading information.