Passive

<p>In passive mode, the SMO is able to observe and recommend changes to current practices and organizational culture, but has no mandate to ensure the change is put into effect. &nbsp;The SMO is invited to help assess a given situation. &nbsp;The SMO activities can include:

• Interview any audience to determine situations warranting scrutiny;

• Convene workshops to review current operations and responses to service requests;

• Map, inspect and assess the gaps between current and the desired future state within a service request response;

• Create initial problem and impact statements to prompt corrective and preventive actions;

• Generate corrective and preventive action requests for input into an improvement program;</p>