Strategy in the Lifecycle – Service Strategy (SS)
Über den Vortrag
Der Vortrag „Strategy in the Lifecycle – Service Strategy (SS)“ von Helen Morris ist Bestandteil des Kurses „Archiv - ITIL® Foundation (2011) (EN) with Exam Voucher“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- Service Strategy: Purpose, Objectives and Scope
- Service Strategy: Value to Business
- Definitions of Utility and Warranty
- Value Creation and Characteristics
- The Perception of Value
- Utility and Warranty Exercise
- The Service Strategy: Summary
Quiz zum Vortrag
What is the meaning of "utility of a service"?
- The service delivers the functionality required to meet a business outcome
- The service is "fit for use"
- The service meets the requirements for facilities management
- The service is capable of supporting the business strategy
ITIL identifies three areas that will be used by customers in their understanding of value. Which of these is not one of them?
- The service provider's preferences
- The customer's perception
- The customer's preferences
- The business outcomes achieved
Dozent des Vortrages Strategy in the Lifecycle – Service Strategy (SS)
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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