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📖 What is Direct Observation?

Going to the source or the workplace to witness activities and processes firsthand rather than relying on second-hand reports or metrics.

🥋 Sensei Says:

"Go to the 'gemba' (the real place). Reports only tell you what was measured, observation tells you what actually happens."

📚 Certification: ITIL 4 Foundation (ITIL4-Foundation)

🔑 What are the Key Concepts of Direct Observation?

▸ Essential technique for 'Start where you are'.
▸ Helps uncover hidden workarounds, culture, and informal processes.
▸ Reduces reliance on potentially flawed metrics (the 'watermelon effect').

🎯 How does Direct Observation appear on the ITIL4-Foundation Exam?

A scenario where metrics look green but customers are unhappy; the solution is direct observation.

❓ Frequently Asked Questions

Why shouldn't we just trust our metrics?

Metrics can be manipulated or may not measure the true user experience. Direct observation validates the reality.

Related Terms from ITIL 4 Foundation

Incident Service Value Chain (SVC) Progress Iteratively with Feedback Availability Risk Service Offering

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