Achieving ISO/IEC 20000: Managing End-to-end Service - Tapa blanda

Reseña del editor

This book describes the supply chains that are commonly managed by service level management, business relationship management and supplier management, which are the requirements in clauses 6.1 and 7 of ISO/IEC 20000-1. It describes the interfaces between suppliers, the service provider and one or many customers. This book also includes useful tips for aspects of end-to-end service, such as the role of service level agreements (SLAs), service reviews, customer satisfaction and complaints procedures.