Der Vortrag „Strategy and Services“ von IT Training Zone ist Bestandteil des Kurses „ITIL® Training“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
What do customers wish to avoid when they procure or commission a service?
What type of customer are we discussing when we talk about business outcomes as part of service delivery?
A service provider is meeting all of its targets, but still gets poor customer satisfaction ratings. What might have happened to lead to this situation?
Which process helps during the documentation of customer outcomes?
Service providers need to balance 3 areas as part of service delivery. Which of these options is NOT one of the 3 areas?
Which type of service delivers basic outcomes required by the customer?
What can be added to a core service to tempt or excite a customer?
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