Today, besides focusing on technology and internal organization of the company, it has become important for IT service providers to focus on their service quality and relationship with customers. This book has been designed to equip them with the knowledge, skills and attitudes to deliver quality services and maintain strong business relations with their customers. Presented in concise form, the book not only discusses the essentials of theory and best practices followed in the industry but also emphasizes the service improvement process. The book is aimed at students of Computer Science and Engineering, Information Technology, MCA, M.Sc. (IT) and MBA. Besides, it is equally useful for IT professionals and Trainers.SOME CRITERIA FOR CLASSIFICATION OF SERVICES (2/2) Extent of demand fluctuation: 0 Wide (e.g. electricity) 0 Narrow ... Number of service outlets: 0 Single (e.g. Theatre) 0 Multiple (e.g. Bus terminus) Nature of interaction: 0 Customer ... Check - Auto repair - Computer cleaning processing - Suit prograNO customercomact - Restock - Credit card tailoring ... club pre-made photo booth - Bagging of - Search facility furniture groceries information Direct in library customer _ _ _ _ _anbsp;...
|Title||:||IT SERVICE MANAGEMENT|
|Author||:||S. A. KELKAR|
|Publisher||:||PHI Learning Pvt. Ltd. - 2011-11-26|