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How often is excellent customer service a competitive weapon and how often is it just an unnecessary cost burden on the organisation?
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.
Too many software vendors stretch the facts when claiming ITIL support in their products. Perhaps they misunderstand ITIL.
In ITIL, a Service Level Agreement is a set of Service Level Targets. Somebody please tell the vendors.