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    Brainware University: BNCSC403 Class Notes Infrastructure Management Service

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    The document discusses service management in information technology. It defines service as achieving a customer's desired results within constraints. Service management refers to all aspects of managing IT service provision and aims to make services adaptable, maintain good customer relationships, optimize resource use and service quality, and reduce long-term costs. Key activities to achieve customer satisfaction include documenting service level agreements, assessing customer feedback, maintaining the customer perspective, understanding infrastructure, and sampling the customer experience.

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    Brainware University: BNCSC403 Class Notes Infrastructure Management Service

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    abcd
    23 views2 pages
    The document discusses service management in information technology. It defines service as achieving a customer's desired results within constraints. Service management refers to all aspects of managing IT service provision and aims to make services adaptable, maintain good customer relationships, optimize resource use and service quality, and reduce long-term costs. Key activities to achieve customer satisfaction include documenting service level agreements, assessing customer feedback, maintaining the customer perspective, understanding infrastructure, and sampling the customer experience.

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    The document discusses service management in information technology. It defines service as achieving a customer's desired results within constraints. Service management refers to all aspects of managing IT service provision and aims to make services adaptable, maintain good customer relationships, optimize resource use and service quality, and reduce long-term costs. Key activities to achieve customer satisfaction include documenting service level agreements, assessing customer feedback, maintaining the customer perspective, understanding infrastructure, and sampling the customer experience.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    23 views2 pages

    Brainware University: BNCSC403 Class Notes Infrastructure Management Service

    Uploaded by

    abcd
    The document discusses service management in information technology. It defines service as achieving a customer's desired results within constraints. Service management refers to all aspects of managing IT service provision and aims to make services adaptable, maintain good customer relationships, optimize resource use and service quality, and reduce long-term costs. Key activities to achieve customer satisfaction include documenting service level agreements, assessing customer feedback, maintaining the customer perspective, understanding infrastructure, and sampling the customer experience.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    BRAINWARE UNIVERSITY

    BNCSC403 CLASS NOTES Infrastructure Management Service

    Service Basics

    Service

    Service is a means of delivering value to customers by achieving customer's desired results while
    working within given constraints.

    Services vs. Products

    The following table shows the comparison for services and products −

    Service Management

    Service Management refers to all aspects of the management of IT service provision. According to ITIL,
    Service management contains all organizational capabilities for the generation of added value to the
    customers as service.

    Goals of Service Management

    The main goals of Service management are −

     Make IT services adaptable towards the present and future requirements of an organization and its
    customers.
     Develop and maintain good and responsive relationship with the business.
     Make effective and efficient use of all IT resources.
     Optimizing the quality of delivered services.
     Reduction of long term cost of service delivery.

    2021-22 Prepared by: XXXXXXX ( Brainware University, Barasat)


    BRAINWARE UNIVERSITY
    BNCSC403 CLASS NOTES Infrastructure Management Service

    Achieving Service Management

    The key activities needed to be performed in order to achieve business and customer’s satisfaction are
    given hereunder −

     Documenting, negotiating and agreeing to customer and business quality targets and Documenting,
    negotiating and agreeing to customer and business quality targets and responsibilities in Service
    Level Agreements (SLAs).

     Regular assessment of customer opinion in customer feedback and customer satisfaction Regular
    assessment of customer opinion in customer feedback and customer satisfaction surveys.

     IT personnel taking the customer and business perspective and always trying to keep customer IT
    personnel taking the customer and business perspective and always trying to keep customer
    interactions as simple as possible.

     Understanding the ICT infrastructure.

     IT personnel regularly taking the customer journey and sampling the customer experience.

    2021-22 Prepared by: XXXXXXX ( Brainware University, Barasat)

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