Service Level Management II – Service Design (SD) von Helen Morris

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Über den Vortrag

Der Vortrag „Service Level Management II – Service Design (SD)“ von Helen Morris ist Bestandteil des Kurses „ITIL® Foundation (2011) (EN) with Exam Voucher“. Der Vortrag ist dabei in folgende Kapitel unterteilt:

  • SLM: Service Level Agreements
  • SLM: Process
  • SLA Structure
  • Service Level Reporting
  • Service Level Reviews
  • SLM: Summary

Quiz zum Vortrag

  1. Warranty
  2. Utility
  3. Change records
  4. Configuration records
  1. Red, amber, green
  2. Red, blue, green
  3. Blue, green, black
  4. Black, amber, blue
  1. BRM focuses on a high-level relationship with customers
  2. BRM focuses on the relationship with users through the service desk
  3. BRM monitors the service targets for all services
  4. BRM reviews all service changes

Dozent des Vortrages Service Level Management II – Service Design (SD)

 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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