Notification is received from issue resolution owners that the issue is resolved. Prior to closing the Service Record,
contact the customer to determine if the resolution has been adequately resolved. If not, execute the Problem Management
process.
Review customer satisfaction issues and resolutions with appropriate IT personnel to ensure they understand what prompted
the issue and how to avoid it in the future. Determine if the Service Improvement Plan has ongoing tasks and get them
assigned appropriately.
Update appropriate processes, procedures, knowledge assets etc by executing the Change Management process. Retrain
personnel as required.
Close the Service Record and notify the Customer Satisfaction Manager that the issue is resolved so management is notified
and the Delivery Health Management process is ended, if required.
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