Service management in computing and telecommunications
著者
書誌事項
Service management in computing and telecommunications
(The Artech House telecommunication library)
Artech House, c1995
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注記
Bibliography: p. 115
Includes index
内容説明・目次
内容説明
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.
目次
- 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.
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