service level

Excellent customer service: weapon or burden?

Submitted by skeptic on Fri, 2009-08-21 20:22

How often is excellent customer service a competitive weapon and how often is it just an unnecessary cost burden on the organisation?

ITIL 101 for software vendors

Submitted by skeptic on Fri, 2009-03-13 05:04

We recently discussed how too many software vendors stretch the facts when claiming ITIL support. Giving them much benefit of the doubt, we thought they might be confused. if so, here is ITIL101 for software vendors to help straighten them out.

ABC Cafeterias

Submitted by skeptic on Thu, 2009-03-12 08:14

Too many software vendors stretch the facts when claiming ITIL support in their products. Perhaps they misunderstand ITIL.

In ITIL, an SLA is a set of SLTs

Submitted by skeptic on Wed, 2008-11-12 09:21

In ITIL, a Service Level Agreement is a set of Service Level Targets. Somebody please tell the vendors.

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