Service management in computing and telecommunications:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Boston [u.a.]
Artech House
1995
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | X, 121 S. |
| ISBN: | 0890066760 |
Internformat
MARC
| LEADER | 00000nam a2200000 c 4500 | ||
|---|---|---|---|
| 001 | BV016538309 | ||
| 003 | DE-604 | ||
| 005 | 20061002 | ||
| 007 | t | ||
| 008 | 030221s1995 |||| 00||| eng d | ||
| 020 | |a 0890066760 |9 0-89006-676-0 | ||
| 035 | |a (OCoLC)31206737 | ||
| 035 | |a (DE-599)BVBBV016538309 | ||
| 040 | |a DE-604 |b ger |e rakwb | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-91G | ||
| 050 | 0 | |a HE7661 | |
| 082 | 0 | |a 004/.068/8 |2 20 | |
| 082 | 0 | |a 004/.0068/8 |2 20 | |
| 084 | |a DAT 060f |2 stub | ||
| 084 | |a ELT 620f |2 stub | ||
| 100 | 1 | |a Hallows, Richard |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Service management in computing and telecommunications |c Richard Hollows |
| 264 | 1 | |a Boston [u.a.] |b Artech House |c 1995 | |
| 300 | |a X, 121 S. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Computer industry |x Customer services | |
| 650 | 4 | |a Telecommunication |x Customer services | |
| 650 | 0 | 7 | |a Datenverarbeitung |0 (DE-588)4011152-0 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Dienstleistung |0 (DE-588)4012178-1 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Management |0 (DE-588)4037278-9 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Telekommunikation |0 (DE-588)4059360-5 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Telekommunikation |0 (DE-588)4059360-5 |D s |
| 689 | 0 | 1 | |a Dienstleistung |0 (DE-588)4012178-1 |D s |
| 689 | 0 | 2 | |a Management |0 (DE-588)4037278-9 |D s |
| 689 | 0 | |5 DE-604 | |
| 689 | 1 | 0 | |a Datenverarbeitung |0 (DE-588)4011152-0 |D s |
| 689 | 1 | 1 | |a Dienstleistung |0 (DE-588)4012178-1 |D s |
| 689 | 1 | 2 | |a Management |0 (DE-588)4037278-9 |D s |
| 689 | 1 | |5 DE-604 | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010218335&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-010218335 | ||
Datensatz im Suchindex
| _version_ | 1804129848698863616 |
|---|---|
| adam_text | Contents
Preface ix
Acknowledgments xi
Chapter 1 Introduction 1
Chapter 2 What Service is Being Provided? 9
2.1 Review of Current Service 9
2.1.1 Who Are the Customers and Users of the
Service? 10
2.1.2 What Are the Users Doing with the Service? 10
2.1.3 What Service Performance Parameters Are
Being Measured? 11
2.1.4 What Service Performance Is Being Achieved? 11
2.1.5 What Are the Key Processes in Place to
Manage the Service? 11
2.1.6 What Are the Key Groups Involved in the
Delivery of the Service? 12
2.2 Review of Service Specification 13
2.3 Review of Users Service Expectations 14
2.4 Review of Users Perception of the Service 14
2.5 Conclusion 15
Chapter 3 Defining and Understanding Customer Requirements 17
— v
vi Service Management in Computing and Telecommunications
3.1 Problems in Defining Service Requirements 17
3.1.1 Questions About Service Requirements 19
3.2 User Wants, Needs, and Expectations 20
3.2.1 Defining User Communities 21
3.2.2 Understanding the Users Business Needs 22
3.2.3 Understanding the Users Business Processes 23
3.3 Translating Business Needs Into Service Requirements 24
3.3.1 Managing Conflicting Requirements 24
Chapter 4 Measuring Customer Satisfaction 27
4.1 Talking to the Customer 29
4.2 Customer Expectations Versus Customer Experience 29
4.2.1 Setting Realistic Customer Expectations 30
4.2.2 Managing Customer Satisfaction 32
4.3 Methods of Measuring Customer Satisfaction 33
4.4 Conclusion 35
Chapter 5 The Service Partnership 37
5.1 Basic Requirements of a Service Partnership 40
5.1.1 Mutual Acknowledgment of the Partnership 40
5.1.2 Mutual Trust 42
5.1.3 Rights and Responsibilities 44
Chapter 6 Organization and Management Systems 47
6.1 Focusing the Whole Organization on Service Provision 47
6.1.1 Incentives 48
6.1.2 Roles and Responsibilities 49
6.1.3 Job Objectives 49
6.1.4 Mission Statements 50
6.2 Assigning Service Provision to Certain Individuals 50
6.3 Combining the Two Approaches Effectively 50
6.3.1 Responsibility for the Provision of Quality
Service 51
6.3.2 Accountability for Quality Service 51
6.4 Key Processes 51
6.4.1 Review and Approval Process 51
6.4.2 Issue Resolution 52
6.5 Service Delivery Structure 54
6.5.1 The Service Manager 55
6.6 Conclusion 56
Chapter 7 Service Level Agreements 57
7.1 Setting SLA Objectives 58
7.2 Initial Definition of the SLA 59
^^^ Contents vii
7.3 Ensuring Measurable SLA Elements 59
7.4 Contractual Versus Advisory SLAs 60
7.5 The Service Delivery Agreement 61
7.6 Developing the SLA 62
7.6.1 Defining Objectives 62
7.6.2 Defining SLA Elements 64
7.6.3 Testing for Measurability 65
7.6.4 Setting Service Level Values 66
I 7.6.5 Defining Elements as Contractual or Advisory 67
Chapter 8 Customer Assistance and Help Desks 69
8.1 Customer Assistance Requirements 70
8.1.1 Number of Users 71
8.1.2 Number of Services 71
8.1.3 Service Recipient Interface 71
8.1.4 Skill Levels 72
8.2 Resolving Problems on the First Call 73
8.3 Help Desk Tools 74
8.3.1 Help Desk Requirements 75
8.3.2 Initial Help Desk Contact 77
8.3.3 Fault Logging 77
8.3.4 Problem Diagnosis 78
8.3.5 Problem Closure 80
8.4 Help Desk Interface to Customers 80
8.4.1 Internal Help Desks 80
8.4.2 Direct Contact with the Help Desk 81
8.5 Proactive Help Desk Activity 82
Chapter 9 Service Reporting 85
9.1 Key Principles of Reporting 87
9.2 The Appropriateness of Reporting 88
9.3 Measurement and Monitoring 89
9.4 Conclusion 90
Chapter 10 Conflicting Service Requirements 93
10.1 Conflicts Between Service Recipients 93
10.2 Conflicts Between Service Providers 94
10.3 Conflicts Within the Service Provider 95
10.4 Managing Conflicts 95
10.4.1 Performance Impact of a Single User on
Other Users 96
10.4.2 Enhancement and Stability 97
10.4.3 Cost and Quality 97
viii Service Management in Computing and Telecommunications
fChapter 11 Implementing Quality Services 99
11.1 Steps Toward Achieving Quality Implementation 100
11.Til Implementation Planning 100
11.1.2 Service Testing Process 100
11.2 Problems with Testing Services 101
11.3 Resolving Problems 102
11.4 Customer Beta Test 103
11.5 Conclusion 105
Chapter 12 Doing It Again Tomorrow 107
About the Author 113
Bibliography 115
Index 117
I
|
| any_adam_object | 1 |
| author | Hallows, Richard |
| author_facet | Hallows, Richard |
| author_role | aut |
| author_sort | Hallows, Richard |
| author_variant | r h rh |
| building | Verbundindex |
| bvnumber | BV016538309 |
| callnumber-first | H - Social Science |
| callnumber-label | HE7661 |
| callnumber-raw | HE7661 |
| callnumber-search | HE7661 |
| callnumber-sort | HE 47661 |
| callnumber-subject | HE - Transportation and Communications |
| classification_tum | DAT 060f ELT 620f |
| ctrlnum | (OCoLC)31206737 (DE-599)BVBBV016538309 |
| dewey-full | 004/.068/8 004/.0068/8 |
| dewey-hundreds | 000 - Computer science, information, general works |
| dewey-ones | 004 - Computer science |
| dewey-raw | 004/.068/8 004/.0068/8 |
| dewey-search | 004/.068/8 004/.0068/8 |
| dewey-sort | 14 268 18 |
| dewey-tens | 000 - Computer science, information, general works |
| discipline | Informatik Elektrotechnik |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01836nam a2200493 c 4500</leader><controlfield tag="001">BV016538309</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20061002 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">030221s1995 |||| 00||| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0890066760</subfield><subfield code="9">0-89006-676-0</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)31206737</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV016538309</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rakwb</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-91G</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HE7661</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">004/.068/8</subfield><subfield code="2">20</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">004/.0068/8</subfield><subfield code="2">20</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">DAT 060f</subfield><subfield code="2">stub</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">ELT 620f</subfield><subfield code="2">stub</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Hallows, Richard</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Service management in computing and telecommunications</subfield><subfield code="c">Richard Hollows</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Boston [u.a.]</subfield><subfield code="b">Artech House</subfield><subfield code="c">1995</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">X, 121 S.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Computer industry</subfield><subfield code="x">Customer services</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Telecommunication</subfield><subfield code="x">Customer services</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Datenverarbeitung</subfield><subfield code="0">(DE-588)4011152-0</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Dienstleistung</subfield><subfield code="0">(DE-588)4012178-1</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Management</subfield><subfield code="0">(DE-588)4037278-9</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Telekommunikation</subfield><subfield code="0">(DE-588)4059360-5</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Telekommunikation</subfield><subfield code="0">(DE-588)4059360-5</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Dienstleistung</subfield><subfield code="0">(DE-588)4012178-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="2"><subfield code="a">Management</subfield><subfield code="0">(DE-588)4037278-9</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="689" ind1="1" ind2="0"><subfield code="a">Datenverarbeitung</subfield><subfield code="0">(DE-588)4011152-0</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="1" ind2="1"><subfield code="a">Dienstleistung</subfield><subfield code="0">(DE-588)4012178-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="1" ind2="2"><subfield code="a">Management</subfield><subfield code="0">(DE-588)4037278-9</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="1" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010218335&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-010218335</subfield></datafield></record></collection> |
| id | DE-604.BV016538309 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-09T19:11:40Z |
| institution | BVB |
| isbn | 0890066760 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-010218335 |
| oclc_num | 31206737 |
| open_access_boolean | |
| owner | DE-91G DE-BY-TUM |
| owner_facet | DE-91G DE-BY-TUM |
| physical | X, 121 S. |
| publishDate | 1995 |
| publishDateSearch | 1995 |
| publishDateSort | 1995 |
| publisher | Artech House |
| record_format | marc |
| spelling | Hallows, Richard Verfasser aut Service management in computing and telecommunications Richard Hollows Boston [u.a.] Artech House 1995 X, 121 S. txt rdacontent n rdamedia nc rdacarrier Computer industry Customer services Telecommunication Customer services Datenverarbeitung (DE-588)4011152-0 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Telekommunikation (DE-588)4059360-5 gnd rswk-swf Telekommunikation (DE-588)4059360-5 s Dienstleistung (DE-588)4012178-1 s Management (DE-588)4037278-9 s DE-604 Datenverarbeitung (DE-588)4011152-0 s HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010218335&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Hallows, Richard Service management in computing and telecommunications Computer industry Customer services Telecommunication Customer services Datenverarbeitung (DE-588)4011152-0 gnd Dienstleistung (DE-588)4012178-1 gnd Management (DE-588)4037278-9 gnd Telekommunikation (DE-588)4059360-5 gnd |
| subject_GND | (DE-588)4011152-0 (DE-588)4012178-1 (DE-588)4037278-9 (DE-588)4059360-5 |
| title | Service management in computing and telecommunications |
| title_auth | Service management in computing and telecommunications |
| title_exact_search | Service management in computing and telecommunications |
| title_full | Service management in computing and telecommunications Richard Hollows |
| title_fullStr | Service management in computing and telecommunications Richard Hollows |
| title_full_unstemmed | Service management in computing and telecommunications Richard Hollows |
| title_short | Service management in computing and telecommunications |
| title_sort | service management in computing and telecommunications |
| topic | Computer industry Customer services Telecommunication Customer services Datenverarbeitung (DE-588)4011152-0 gnd Dienstleistung (DE-588)4012178-1 gnd Management (DE-588)4037278-9 gnd Telekommunikation (DE-588)4059360-5 gnd |
| topic_facet | Computer industry Customer services Telecommunication Customer services Datenverarbeitung Dienstleistung Management Telekommunikation |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010218335&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT hallowsrichard servicemanagementincomputingandtelecommunications |