service level

Excellent customer service: weapon or burden?

skeptic — Fri, 21 Aug 2009 14:22:23 -0600

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

skeptic — Thu, 12 Mar 2009 23:04:49 -0600

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

skeptic — Thu, 12 Mar 2009 02:14:45 -0600

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

skeptic — Wed, 12 Nov 2008 02:21:31 -0700

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