NOTE: Dual Lens v2.2 - These scenarios were developed before the Dual Lens v2.2 release and remain useful examples of the method in action. Dual Lens v2.2 introduced a simpler public entry experience, including Quick Look within the Lightweight Diagnostic, and clarified terminology around dimensions, domains, abstraction, and decomposition. The scenarios have not yet been fully revised to reflect those changes.
A scenario refresh is planned for 2027. Until then, use these examples to understand the underlying Dual Lens diagnostic approach rather than as exact illustrations of the current v2.2 interaction flow.
The examples below show how Dual Lens can be used to examine different service-management situations.
Each scenario is presented as an actual ChatGPT conversation. The purpose is not to show a “perfect answer,” but to demonstrate how the diagnostic works through evidence, challenges assumptions, preserves uncertainty, and helps clarify what should be examined next.
You can simply read each conversation, or continue from the shared chat in your own ChatGPT session and explore the situation further.
You can view these shared conversations directly from the links below.
To continue one of the conversations yourself, you will need a free ChatGPT account and be signed in.
If you add your own prompt, ChatGPT creates a separate copy in your own ChatGPT history. Your additions do not change the original example and are not shared with other learners.
Please do not enter confidential, sensitive, personal, client, company, or proprietary information in any conversation you continue.
How Dual Lens distinguishes between a contributing process and the broader end-to-end service outcome.
The conversation examines an onboarding service where day-one readiness is inconsistent. It also explores whether ITIL Request Fulfillment should be treated as the primary improvement focus, including the case where Request Fulfillment is enterprise-wide.
The distinction between improving a process and improving the service as a whole.
How apparently successful departmental performance can still produce a poor customer outcome.
The conversation examines late or incomplete customer orders and highlights the difference between local departmental measures and end-to-end service performance.
It also shows how diagnostic findings can be converted into a concise executive summary and leadership-level bullet points.
How the discussion moves from diagnosis to practical executive communication without overstating the evidence.
A different business environment in which service performance must be examined across functions rather than through the perspective of a single department.
How Dual Lens identifies the service boundary, separates evidence from assumptions, and looks for weaknesses in the way work is coordinated end to end.
How Dual Lens can identify an end-to-end control problem while avoiding premature conclusions about the cause.
The scenario includes a named service owner who is accountable for overall performance but does not directly control all contributing functions. It also explores how USM can help reframe the situation as one recurring customer service rather than simply a sequence of departmental activities.
The distinction between accountability and authority, local versus end-to-end performance, and the point where Dual Lens diagnosis ends and USM-oriented service-management interpretation begins.
After reviewing any example, you may want to continue from the shared conversation and ask your own questions.
For example:
Challenge one of the assumptions.
Ask what additional evidence would be useful.
Ask whether a familiar framework or process is likely to address the issue.
Ask for the findings to be restated for executives, managers, or practitioners.
The shared example remains unchanged; your continuation becomes your own conversation.
After reviewing an example, sign in to your free ChatGPT account and enter your own question or prompt.
ChatGPT will create a private copy of the conversation in your own chat history. From that point forward, what you add is part of your conversation only; it does not alter the shared example or become visible to other learners.
Ready to explore a real situation?
These examples are intended for learning and discovery. If you would like to discuss how Dual Lens or USM might apply to an actual service-management challenge, contact me for more information.