[Service Management in Computing and Telecommunications] (By: Richard Hallows) [published: December, 1995]

by Richard Hallows

This work describes all aspects of service provision, from the definition of customer need to the day-to-day techniques of managing customer satisfaction. It includes guidelines for negotiating a service level agreement, methods for understanding the customer's requirements, and the identification of key issues associated with help-desks and customer assistance centres.

Hardcover

First published December 1, 1995