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The implementation of a problem resolution
- Continual Improvement, Change control
Service Level Management
- Business analysis and commercial management
Service Deck
- To capture demand for incident resolution and service requests
- Structure : Local, Centralized, Virtual (Outsourced X)
- The sdervice desk should work in close collaboration with support and development teams
To set user expectation for request fulfilment times
- To realistically deliver the service
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