Service management in computing and telecommunications

著者

書誌事項

Service management in computing and telecommunications

Richard Hallows

（The Artech House telecommunication library）

Artech House, c1995

大学図書館所蔵 件 / 全2件

この図書・雑誌をさがす

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.

「Nielsen BookData」 より

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