Concepts – Service Design (SD)
Über den Vortrag
Der Vortrag „Concepts – Service Design (SD)“ von Helen Morris ist Bestandteil des Kurses „Archiv - ITIL® Foundation (2011) (EN) with Exam Voucher“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- Service Design: Purpose and Objectives
- Service Design: Scope and Value to the Business
- The 4 P's
- Service Design: Summary
Quiz zum Vortrag
Service design provides value to the business in many different ways. Which of the following is not recognised as value from service design?
- Efficient assessment of changes to business strategy
- Lower total cost of ownership
- Services meet the customer expectations for warranty requirements
- Designs will include governance requirements
Service design has four major areas that need to be considered in order to deliver an holistic design. Which of these are the four areas?
- People, process, products, partners
- Products, plans, performance, process
- Partners, plans, people, performance
- Process, plan, performance, partners
Dozent des Vortrages Concepts – Service Design (SD)
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.Kundenrezensionen
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