Service Management in Computing and Telecommunications (Artech House Telecommunications Library)

This work describes all aspects of service provision, from the definition of customer need to the day-to-day techniques of managing customer satisfaction. It includes guidelines for negotiating a service level agreement, methods for understanding the customer's requirements, and the identification of key issues associated with help-desks and customer assistance centres.

Richard Hallows: BSc Hons, RSA Diploma (Distinction). Richard has been an EFL teacher for 12 years, a teacher trainer for 3 years and has been writing & presenting material for the BBC for 2 years. He has been teaching on EAP courses for 3 years at both London Metropolitan University, and University of Sussex.