Processes – Service Strategy (SS) von Helen Morris

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Über den Vortrag

Der Vortrag „Processes – Service Strategy (SS)“ von Helen Morris ist Bestandteil des Kurses „ITIL® Foundation (2011) (EN) with Exam Voucher“. Der Vortrag ist dabei in folgende Kapitel unterteilt:

  • Service Portfolio Management: Purpose, Objectives, Scope
  • The Service Portfolio Document
  • Financial Management: Purpose, Objectives, Scope
  • The Business Case
  • Business Relationship Management: Purpose, Objectives, Scope
  • SPM, FM, BRM: Summary

Quiz zum Vortrag

  1. To ensure you have an appropriate mix of services to meet the requirements of customers
  2. To capture details of live operational services only
  3. To ensure all services are documented according to the requirements of the business
  4. To capture details of retired services only
  1. Consolidating
  2. Budgeting
  3. Accounting
  4. Charging
  1. BRM focuses on a high-level relationship with customers
  2. BRM reviews all service changes
  3. BRM monitors the service targets for all services
  4. BRM focuses on the relationship with users through the service desk

Dozent des Vortrages Processes – Service Strategy (SS)

 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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