Service Management in Computing and Telecommunications
Published on 1. December 1995
Book
Hardback
140 pages
978-0-89006-676-8 (ISBN)
Description
This work describes all aspects of service provision, from the definition of customer need to the day-to-day techniques of managing customer satisfaction. It includes guidelines for negotiating a service level agreement, methods for understanding the customer's requirements, and the identification of key issues associated with help-desks and customer assistance centres. The book is intended for IT and telecommunications managers, service suppliers, system architects, designers and help-desk staff in businesses using networks and communications services to achieve high level services.
More details
Series
Language
English
Place of publication
Norwood
United States
Target group
College/higher education
Professional and scholarly
Product notice
Laminated cover
Illustrations
black & white illustrations
Dimensions
Height: 237 mm
Width: 160 mm
Thickness: 14 mm
Weight
381 gr
ISBN-13
978-0-89006-676-8 (9780890066768)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Content
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.