What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Customer engagement involves actively involving service consumers in discussions and activities related to service levels. This includes gathering insights from customers about their work, understanding their needs, and asking how technology helps them. This engagement is crucial for aligning services with customer requirements and improving customer satisfaction.
5.2.15 Service level management involves collating and analysing information from a number of sources, including: •Customer engagement This involves initial listening, discovery, and information capture on which to base metrics, measurement, and ongoing progress discussions. Consider asking customers some simple open questions such as: •What does your work involve? •How does technology help you?
What is the difference between customer engagement and customer feedback?
engagement is done before service is provided, feedback is gathered afterwards
The correct answer is A. Customer engagement. Service level management is a practice within IT service management that focuses on defining, negotiating, and managing service levels between a service provider and its customers. It aims to ensure that agreed-upon service levels are met or exceeded to satisfy customer requirements. Customer engagement is an aspect of service level management that involves actively involving service consumers in discussions and activities related to service levels. It includes gathering insights from customers about their work, understanding their needs and expectations, and soliciting feedback on how technology supports their work processes. By engaging customers, service level management can better align services with customer requirements and improve customer satisfaction.
A - correct.
It sure is, it's A.
A is correct.