Introduction to Service Management von Helen Morris

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Über den Vortrag

Der Vortrag „Introduction to Service Management“ von Helen Morris ist Bestandteil des Kurses „ITIL® Foundation (2011) (EN)“. Der Vortrag ist dabei in folgende Kapitel unterteilt:

  • Definition of Service Management
  • Definition of IT Service Management
  • Definition of IT Service Provider
  • The Purpose of ITSM
  • What Is ITIL?
  • The IT Infrastructure Libary
  • IT Service Management: Summary

Quiz zum Vortrag

  1. A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
  2. A means of communicating with customers about their needs for new business opportunities
  3. A mechanism for telling customers about the IT departments goals and aspirations
  4. A mechanism for judging the effectiveness of an IT department when it is collaborating with external suppliers
  1. Auditors
  2. Proprietary knowledge
  3. Industry standards
  4. Training

Dozent des Vortrages Introduction to Service Management

 Helen Morris

Helen Morris

Helen Morris, the owner of Henry Gale Associates Ltd. and co-director of Helix Service Management Service Ltd., is an experienced consultant and trainer, with over 20 years of experience in service management, including operational management of service desks, technical support teams, and service level management. She provides quality training and consultancy worldwide, which has helped a number of organizations in both the public and the private sector to achieve best practice implementations. Helen Morris also leads programs to achieve significant improvements in customer satisfaction and service quality. Many of her assignments involve an initial assessment against best practice, recommendations for improvement, and target setting.

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Quizübersicht
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Kapitel dieses Vortrages