Service Management Online: Creating a Successful Service Request Catalogue.

Phyllis Drucker

Published by The Stationery Office 2016-04-12, 2016
ISBN 10: 0117082910 / ISBN 13: 9780117082915
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Synopsis: This is a practical guide for those in IT service management who create and develop efficient service request catalogues for consumer and business services. In order to have smooth online transactions, the service request catalogue is critical. The author defines the service request catalogue and goes onto to show how to optimally design and create a successful customer experience. This is a frequently confused area and the author provides practical guidance as well as distinguish the differences between defined services and requests associated with them. Also included are topics such as integrating governance, tool considerations and catalogue measurement and improvement. Tools to support the service request catalogue have been evolving rapidly. The catalogue has grown from a tedious, form-based catalogue to a true internet shopping experience. The tools used to deliver the service request catalogue have matured significantly, but the power of these tools is not truly being realized. Organizations need to transform their thinking about how they can implement a request catalogue into a full-scale internet service portal to support an entire organization. The customer experience is the number one priority in its design.

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Title: Service Management Online: Creating a ...
Publisher: The Stationery Office 2016-04-12
Publication Date: 2016
Book Condition: New

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