Service Level Management I – Service Design (SD)
Über den Vortrag
Der Vortrag „Service Level Management I – 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 Level Management: Purpose and Objectives
- Service Level Management: Scope
- Definitions of Supplier, Service Provider and Customer
- A Closer Look at Agreements
- SLM: Summary
Quiz zum Vortrag
How many service provider types does ITIL identify?
- Three
- One
- Two
- Four
Which of the following agreements commonly supports the achievement of a service level agreement? 1. Operational-level agreement 2. Strategic business plan 3. Underpinning contract 4. Internal finance agreement
- 1 and 3
- 1, 2, and 3
- 1, 2, and 4
- 2 and 4
Dozent des Vortrages Service Level Management I – 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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