Service Management in Computing and Telecommunications
Richard Hallows · 1995
Part 1 Introduction - what service is being provided?: review of current service review of users' service expectations review of users' perception of the service. Part 2 Defining and understanding customer requirements: problems in defining service requirements user wants, needs, and expectations translating business needs into service requirements. Part 3 Measuring customer satisfaction: talking to the customer customer expectations versus customer experience methods of measuring customer satisfaction. Part 4 The service partnership: basic requirements of a service partnership. Part 5 Organization and management systems: focusing the whole organization on service provision assigning service provision to certain individuals combining the two approaches effectively key processes service delivery structure. Part 6 Service level agreements: setting SLA objectives initial definition of the SLA ensuring measurable SLA elements contractual versus advisory SLAs the service delivery agreement developing the SLA. Part 7 Customer assistance and help desks: requirements resolving problems on the first call help desk tools help desk interface to customers proactive help desk activity. Part 8 Service reporting: key principles of reporting the appropriateness of reporting measurement and monitoring. Part 9 Conflicting service requirements: conflicts between service recipients conflicts between service providers conflicts within the service provider managing conflicts. Part 10 Implementing quality services: steps toward achieving quality implementation problems with testing services resolving problems customer beta test. Part 11 Doing it again tomorrow.