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Service Management in Computing and Telecommunications : Telecommunications Library - Richard Hallows

Service Management in Computing and Telecommunications

Telecommunications Library

Hardcover

Published: 19th December 1995
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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.

Prefacep. ix
Acknowledgmentsp. xi
Introductionp. 1
What Service is Being Provided?p. 9
Review of Current Servicep. 9
Who Are the Customers and Users of the Service?p. 10
What Are the Users Doing with the Service?p. 10
What Service Performance Parameters Are Being Measured?p. 11
What Service Performance Is Being Achieved?p. 11
What Are the Key Processes in Place to Manage the Service?p. 11
What Are the Key Groups Involved in the Delivery of the Service?p. 12
Review of Service Specificationp. 13
Review of Users' Service Expectationsp. 14
Review of Users' Perception of the Servicep. 14
Conclusionp. 15
Defining and Understanding Customer Requirementsp. 17
Problems in Defining Service Requirementsp. 17
Questions About Service Requirementsp. 19
User Wants, Needs, and Expectationsp. 20
Defining User Communitiesp. 21
Understanding the Users' Business Needsp. 22
Understanding the Users' Business Processesp. 23
Translating Business Needs Into Service Requirementsp. 24
Managing Conflicting Requirementsp. 24
Measuring Customer Satisfactionp. 27
Talking to the Customerp. 29
Customer Expectations Versus Customer Experiencep. 29
Setting Realistic Customer Expectationsp. 30
Managing Customer Satisfactionp. 32
Methods of Measuring Customer Satisfactionp. 33
Conclusionp. 35
The Service partnershipp. 37
Basic Requirements of a Service Partnershipp. 40
Mutual Acknowledgment of the Partnershipp. 40
Mutual Trustp. 42
Rights and Responsibilitiesp. 44
Organization and Management Systemsp. 47
Focusing the Whole Organization on Service Provisionp. 47
Incentivesp. 48
Roles and Responsibilitiesp. 49
Job Objectivesp. 49
Mission Statementsp. 50
Assigning Service Provision to Certain Individualsp. 50
Combining the Two Approaches Effectivelyp. 50
Responsibility for the Provision of Quality Servicep. 51
Accountability for Quality Servicep. 51
Key Processesp. 51
Review and Approval Processp. 51
Issue Resolutionp. 52
Service Delivery Structurep. 54
The Service Managerp. 55
Conclusionp. 56
Service Level Agreementsp. 57
Setting SLA Objectivesp. 58
Initial Definition of the SLAp. 59
Ensuring Measurable SLA Elementsp. 59
Contractual Versus Advisory SLAsp. 60
The Service Delivery Agreementp. 61
Developing the SLAp. 62
Defining Objectivesp. 62
Defining SLA Elementsp. 64
Testing for Measurabilityp. 65
Setting Service Level Valuesp. 66
Defining Elements as Contractual or Advisoryp. 67
Customer Assistance and Help Desksp. 69
Customer Assistance Requirementsp. 70
Number of Usersp. 71
Number of Servicesp. 71
Service Recipient Interfacep. 71
Skill Levelsp. 72
Resolving Problems on the First Callp. 73
Help Desk Toolsp. 74
Help Desk Requirementsp. 75
Initial Help Desk Contactp. 77
Fault Loggingp. 77
Problem Diagnosisp. 78
Problem Closurep. 80
Help Desk Interface to Customersp. 80
Internal Help Desksp. 80
Direct Contact with the Help Deskp. 81
Proactive Help Desk Activityp. 82
Service Reportingp. 85
Key Principles of Reportingp. 87
The Appropriateness of Reportingp. 88
Measurement and Monitoringp. 89
Conclusionp. 90
Conflicting Service Requirementsp. 93
Conflicts Between Service Recipientsp. 93
Conflicts Between Service Providersp. 94
Conflicts Within the Service Providerp. 95
Managing Conflictsp. 95
Performance Impact of a Single User on Other Usersp. 96
Enhancement and Stabilityp. 97
Cost and Qualityp. 97
Implementing Quality Servicesp. 99
Steps Toward Achieving Quality Implementationp. 100
Implementation Planningp. 100
Service Testing Processp. 100
Problems with Testing Servicesp. 101
Resolving Problemsp. 102
Customer Beta Testp. 103
Conclusionp. 105
Doing It Again Tomorrowp. 107
About the Authorp. 113
Bibliographyp. 115
Indexp. 117
Table of Contents provided by Syndetics. All Rights Reserved.

ISBN: 9780890066768
ISBN-10: 0890066760
Series: Telecommunications Library
Audience: Professional
Format: Hardcover
Language: English
Number Of Pages: 140
Published: 19th December 1995
Publisher: Artech House Publishers
Country of Publication: US
Dimensions (cm): 22.9 x 15.2  x 1.1
Weight (kg): 0.38