Service Management in Computing and Telecommunications

ISBN-13: 9780890066768 / Angielski / Twarda / 1995 / 140 str.

Richard Hallows

Opis

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.