SLA For Testing Approach to Quantify Quality. Thomas Rumi Imbus AG
|
|
|
- Sophie McCarthy
- 10 years ago
- Views:
Transcription
1 SLA For Testing Approach to Quantify Quality Thomas Rumi Imbus AG 1
2 SLA for Testing Thomas Rumi, imbus AG EuroStar 2005, Copenhagen 2005 Slide 2 2
3 About imbus Founded in 1992 in Germany Specialist for Software Quality Assurance and Test ~100 employees at three locations Headquarter in Möhrendorf (near Nuremberg) Munich Hofheim (near Frankfurt/Main) 2005 Slide 3
4 Services and Solutions Softwaretest Services Consulting SW QA SW Test Process Test Outsourcing SLA for Testing Training ISTQB Certified Tester Trainings worldwide Products & Solutions imbus TestBench 2005 Slide 4
5 SLA for Testing - Agenda Service Level Agreement (SLA) Examples from other domains Characteristics of SLAs SLA for Testing Challenges Approach Example - How to find KPIs for testing? Summary and Outlook 2005 Slide 5
6 Example - SLAs in a DSL offer Service Level name Key Performance Indicators (KPIs) Price Optional conditions DSL offer from Nefkom ( Slide 6
7 1st level support Example - SLAs in Help desk services Phone 2nd level support End users Web portal Expert Expert Expert Key performance indicators (KPIs) Service hours Timeframe for trouble ticket confirmation 2nd level support within guaranteed time Customer Satisfaction Surveys 2005 Slide 7
8 Characteristics of SLAs Contract between a customer and a service provider Formalized service quality by service levels Service level definition based on clearly defined and measurable KPIs Guarantee of the service level Monitoring of service level based on KPIs Direct mapping of service level and price 2005 Slide 8
9 SLA Process Customer Service Provider Service Level Requirements Service Level Agreement (Quality guarantees and prices) Service execution (including SLA monitoring) Payment with bonus and remedies SLA assessments / SLA improvement process 2005 Slide 9
10 Benefits of SLAs Customer Service Provider Get the appropriate level of quality Prevent too much or too little service Guarantee that service quality is good enough Optimal quality / cost ratio Get satisfied customers Visualize service ability and quality Be comparable against competitors Optimize resource planning 2005 Slide 10
11 SLA for Testing - Agenda Service Level Agreement (SLA) Examples from other domains Characteristics of SLAs SLA for Testing Challenges Approach Example - How to find KPIs for testing? Summary and Outlook 2005 Slide 11
12 SLA for Testing - Roles Customer Service Provider Product Development Test Outsourcing Provider 2005 Slide 12
13 SLA for Testing - Challenges SLAs are new on the testing market Adaptable Service Level for testing currently not available Find clearly defined and measurable KPIs Develop new Service Levels Restrict additional monitoring overhead 2005 Slide 13
14 SLA for Testing - Approach Step 1: Service Level Requirements (SLR) Step 2: Identify the KPIs Step 3: Define Service Levels Step 4: Assign prices to Service Levels Step 5: Improve and maintain Service Levels SLA Framework 2005 Slide 14
15 Step 1: SLR - Example: Test Management Costs Productivity Quality Minimal costs Fast execution Run the right tests Quick startup of tests Be flexible on release delays Provide clear test status report Appropriate reporting intervals 2005 Slide 15
16 Step 1: SLR - Example: Bug Reporting Quality Report only essential bugs Prevent misleading or duplicated bugs Precise and clear bug reports Bug reproducible by development team Point to root cause 2005 Slide 16
17 Step 2: Identify the KPIs - Example: Bug Reporting Measure test effectiveness DDP Bug rates against prev. projects Control QA activities for bug reports Review Reproduce bug Pre-analyze bug Measure the ratio of bad bug report # (Duplicates + Closed Bugs) = # (All found Bugs) Evaluate feedback for bug report from Product management Development 2005 Slide 17
18 Step 3: Define Service Levels - Example: Bug Reporting and Reporting Intervals Service Levels Category Basic Advanced Expert QA activities for bug reports Critical / Serious Medium Reproduce Reproduce Review Reproduction not guaranteed Reproduce Reproduce Review Root cause analysis Reproduce Review Low No bug report Reproduction not guaranteed Reproduce Reporting interval Test status reports monthly weekly daily Escalation reports weekly weekly immediately 2005 Slide 18
19 SLA for Testing - Agenda Service Level Agreement (SLA) Examples from other domains Characteristics of SLAs SLA for Testing Challenges Approach Example - How to find KPIs for testing? Summary and Outlook 2005 Slide 19
20 Summary SLA are useful for testing service, but testing services are complex Main challenge is to identify essential KPIs imbus has launched test outsourcing services with SLAs First customer project with SLAs is up and running 2005 Slide 20
21 Outlook Our strategy - SLA for Testing Extend SLA offer for all test services Improve current KPI approach within SLA improvement process 2005 Slide 21
22 Space shuttle Atlantis landing at Edwards Air Force Base, CA. (32K) Image: NASA Interested in further information? WWW: Slide 22
Creating Service Desk Metrics
Creating Service Desk Metrics Table of Contents 1 ITIL, PINK ELEPHANT AND ZENDESK... 3 2 IMPORTANCE OF MONITORING, MEASURING AND REPORTING... 3 2.1 BALANCED MANAGEMENT INFORMATION CATEGORIES... 3 2.2 CSFS,
CA Cloud Service Delivery Platform
CA Cloud Service Delivery Platform Service Level Manager Version 01.0.00 This Documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as the
Testing Services. Training. TestBench. Consulting. Software-Quality Assurance and Testing
Testing Services Training TestBench Consulting Software-Quality Assurance and Testing The Company Ready for Every Test imbus is a leading solution partner for professional software testing and intelligent
Using Metrics in Outsourcing
Using Metrics in Outsourcing Using Metrics In Outsourcing- What Works/What Doesn t Barbara Beech AT&T Services, Inc. Group Manager IT Sourcing Vendor Management 908-824-9018 [email protected] Topics What
SAP Support Standards for Support Collaboration. Applicable SAP Support Standards for Support Collaboration with Software Solution Partners
for Support Collaboration Applicable SAP Support Standards for Support Collaboration with Software Solution Partners Version 2 December 2010 Table of Contents: Support Definitions... 3 1 General Definitions...
Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1.
Communicate: Data Service Level Agreement Author: Service Date: October 13 Communicate: Data Service Level Agreementv1.1 Page 1 of 12 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3
Agile Testing. Workshop. Tilo Linz, imbus AG
Workshop Tilo Linz, imbus AG 2014 imbus AG www.imbus.de Tilo Linz CoFounder and member of managing board imbus AG President ISTQB (2002-2005) Chairman German Testing Board e.v. (2002-2013) Author Softwaretest
COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD
SCHEDULE 2D SERVICE DESK SERVICES SOW for COUNTY OF ORANGE, CA Date TBD Schedule 2D Service Desk Services SOW Table of Contents 1.0 Service Desk Services Overview and Service Objectives... 1 1.1 Service
MECOMS Product Support Services in Europe
METER DATA MANAGEMENT & CUSTOMER INFORMATION SYSTEM MECOMS Product Support Services in Europe Introduction: NEW MECOMS Support Services You run your operations on MECOMS because you want to act faster
sample exam IT Service Management Practitioner Support & Restore (based on ITIL ) edition July 2009
sample exam IPSR.EN IT Service Management Practitioner Support & Restore (based on ITIL ) edition July 2009 content 2 introduction 3 sample exam 18 answer key 40 evaluation EXIN International B.V. Examination
Service Desk Level 1 Service Description
Service Desk Level 1 Service Description Copyright Copyright Atea Group. All rights reserved. This document may not be reproduced, in whole or in part, in any form or any language, except for the client
ITSM Process Description
ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management
Technique 9.16 Metrics and Key Performance Indicators Gunter Wagner
Technique 9.16 Metrics and Key Performance Indicators Gunter Wagner Cover this area with a picture related to your presentation. It can be humorous. Make sure you look at the Notes Pages for more information
Keeping up with the KPIs 10 steps to help identify and monitor key performance indicators for your business
Keeping up with the KPIs 10 steps to help identify and monitor key performance indicators for your business KNOW YOUR KPI A key performance indicator (KPI) is a performance measure (metric) designed to
An ITIL Perspective for Storage Resource Management
An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage
Service Delivery Framework
Service Delivery Framework 1 Delivery Manager Team Hierarchy CRM HR SPOC Operations Manager Finance Resource Team Team Lead Unix Team Lead DBA Shift Lead Unix SA Shift Lead Oracle Team Member Unix SA Team
Quality Assurance In BPO
Quality Assurance In BPO SERVICE EXCELLENCE IN BPO OUTSOURCING EXCELLENCE IN BPO Quality Assurance In BPO OUTSOURCING EXCELLENCE IN BPO Table Contents Quality Assurance In BPO------------------------------------------------------------
ez PUBLISH PLATFORM SUBSCRIPTION SERVICES DESCRIPTION
ez PUBLISH PLATFORM SUBSCRIPTION SERVICES DESCRIPTION 1. GENERAL The ez Publish Platform Subscription Services includes access to a range of services related to the ez Publish Platform Software and ez
ISTQB - Certified Tester Advanced Level - Test Manager
CTALTM - Version: 3 30 June 2016 ISTQB - Certified Tester Advanced Level - Test Manager ISTQB - Certified Tester Advanced Level - Test Manager CTALTM - Version: 3 5 days Course Description: Being a technical
How To Get A Support Ticket Resolved On Itech
Standard i-tech as of: January 6, 2015 i-tech Client Response Time (SLA) This SLA agreement pertains to i-tech clients under a valid service contract only. Total Technology Support (TTS) clients will have
Project Management and ITIL Transitions
Project Management and ITIL Transitions April 30 th 2012 Linda Budiman Director CSC 1 Agenda Thought Leadership: Linda Budiman What is ITIL & Project Management: Applied to Transitions Challenges & Successes:
How To Manage Your Service Level Management Program
SERVICE LEVEL MANAGEMENT Why Service Level Management is Mission Critical for all IT Service Providers LEN DICOSTANZO Senior Vice President, Community & Business Development Autotask Corporation SERVICE
THE HELP DESK AND THE NOC: WHAT MSPS NEED AND WHY
by THE HELP DESK AND THE NOC: WHAT MSPS NEED AND WHY THE HELP DESK AND THE NOC: WHAT MSPS NEED AND WHY Critical to the success of virtually every high growth managed service provider (MSP) are network
Performance Testing and Functional Automation Specialist Cloud Services
www.steria.com/uk Performance Testing and Functional Automation Specialist Cloud Services Public Sector organisations will be increasingly developing and adopting Cloud computing strategies to reduce costs,
WHITE PAPER. iet ITSM Enables Enhanced Service Management
iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management Need for IT Service Management The focus within the vast majority of large and medium-size companies has shifted
Development of a Balanced Scorecard for Service Desk KPIs
Development of a Balanced Scorecard for Service Desk KPIs Presented by: Robert Higgins and Jason Reid Position: IT Service Desk and Telecommunications Manager and Team Leader Balanced IT Scorecard History
Automating Master Data Management Workflows for Oracle
1 Automating Master Data Management Workflows for Oracle Jessica Marion, Account Executive, Winshuttle LLC Chad Miller, Product Manager, Winshuttle LLC 10am Pacific Standard Time, March 14 th, 2012 2 Poll
Business Support System (BSS) Service Offering
Business Support System (BSS) Service Offering Focus Areas Social CRM Service Creation Telco 2.0 BSS Technologies and Solutions BSS Focus Areas Data Management BSS Business Areas BSS Processes and Systems
Connecting the Global Enterprise
Fujitsu Forum Munich 2013 Connecting the Global Enterprise Alan Davidson Director of Products, Services & Solutions, Fujitsu Telecommunications Europe 0 FUJITSU LIMITED 2013 The Network Services Market
CA Cloud Service Delivery Platform
CA Cloud Service Delivery Platform Customer Onboarding Version 01.0.00 This Documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as the
Delivering Exceptional Customer Experience is a Key Catalyst for IT Transformation
Go BIG on Results Delivering Exceptional Customer Experience is a Key Catalyst for IT Transformation Paiboon Pattanasaksiri, CA Technologies Satit Auputtinun, MFEC Public Co. Ltd. Abstract Paiboon Pattanasaksiri
Islamic Relief Worldwide ICT Service Delivery Manager
Islamic Relief Worldwide ICT Service Delivery Manager BASE LOCATION: REPORTING TO: LINE MANAGEMENT RESPONSIBILITIES: Birmingham Head of ICT Yes PURPOSE OF DIVISION: The Finance and Services Division provides
CIT 470: Advanced Network and System Administration. Topics. Help Desk Life. Help Desks
CIT 470: Advanced Network and System Administration Help Desks CIT 470: Advanced Network and System Administration Slide #1 Topics 1. Help Desk Management 2. Help Desk Software 3. Workflow 4. Trend Analysis
Topics. CIT 470: Advanced Network and System Administration. Help Desk Life. Types of Help Desks. Scope of Coverage. Help Desk Size.
Topics CIT 470: Advanced Network and System Administration Help Desks 1. Help Desk Management 2. Help Desk Software 3. Workflow 4. Trend Analysis CIT 470: Advanced Network and System Administration Slide
Metric of the Month: First Contact Resolution
Metric of the Month: First Contact Resolution By Jeff Rumburg Every month, the Industry Insider will highlight one key performance indicator (KPI) for the service desk or desktop support. We will define
Workplace-As-A-Service SLA 1
Workplace-As-A-Service SLA 1 SPRINT WORKPLACE-AS-A-SERVICE ( Workplace ) SERVICE LEVEL AGREEMENT Effective: September 16, 2015 1. POLICY. As one indicator of Sprint s service commitment, Sprint provides
Ticket Center Quick Start
AdNovum Informatik AG. May 13 2 What is the purpose of the? By continuously submitting your software error messages, requests and suggestions to, you are helping us to file and manage the information from
Tonse Telecom Knowledge Process Outsourcing
Tonse Telecom Knowledge Process Outsourcing About Tonse Telecom Tonse Telecom is a focused knowledge processing and research group dealing with emerging technologies in the telecom industry across the
SLA Defined Metrics as a Tool to Manage Outsourced Help Desk Support Services
Association for Information Systems AIS Electronic Library (AISeL) AMCIS 2011 Proceedings - All Submissions 8-5-2011 SLA Defined Metrics as a Tool to Manage Outsourced Help Desk Support Services David
Technical Support Guide. MaaS360.com
Technical Support Guide MaaS360.com Copyright 2015 Fiberlink Communications Corporation. All rights reserved. Information in this document is subject to change without notice. The software described in
Project Prism - Kyle Hochenberger Johnson & Johnson SAP IT Service Management David Birkenbach SAP Session 1603
Project Prism - Kyle Hochenberger Johnson & Johnson SAP IT Service David Birkenbach SAP Session 1603 Johnson & Johnson Founded in 1886. Worldwide headquarters in New Brunswick, New Jersey, USA. Engaged
SapphireIMS Service Desk Feature Specification
SapphireIMS Service Desk Feature Specification All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission of Tecknodreams
ezuce Procare TM Technical Support Services ezuce Inc. 2015
ezuce Procare TM Technical Support Services ezuce Inc. 2015 TABLE OF CONTENT ezuce Procare TM Introduction Benefits ezuce Differentiation Why Procare TM Tier 1-3 Tech Support Offerings Premium or Extended
HSD. W Business Analytics (M.Sc.) IT in Business Analytics. IT Applications in Business Analytics SS2016 / Lecture 09 Use Case II Thomas Zeutschler
Hochschule Düsseldorf University of Applied Scienses Fachbereich Wirtschaftswissenschaften W Business Analytics (M.Sc.) IT in Business Analytics IT Applications in Business Analytics SS2016 / Lecture 09
Mendix ExpertDesk, Change and Incident Management. Customer Support
Mendix ExpertDesk, Change and Incident Management Customer Support Mendix Customer Support Defined roles 0, 1st, 2nd and 3rd Tier Support Support level Description Role Tier 0 Online Forum: https://mxforum.mendix.com
Trainning Education Services Av. Paulista, 777-15º andar SP Tel/Fax: 55+ (11) 3323-1676 www.trainning.com.br [email protected].
Simulados ITIL Question 1 Which of the following is a Service desk activity? A) functioning as the first point of contact for the customer B) investigating the cause of disruptions for the customer C)
Title: DESKTOP TICKET MANAGEMENT PROCEDURE
POLICY: This policy describes the methods by which help desk tickets will be accepted, managed and resolved by. A consistent, high-level process for ticket management is essential to the delivery of high-quality,
Industry Services. Comprehensive technical support anytime and everywhere directly from Siemens. support.industry.siemens.com
Industry Services Comprehensive technical support anytime and everywhere directly from Siemens support.industry.siemens.com Individual technical support for all questions Long-term success in industry
SapphireIMS 4.0 Service Desk Feature Specification
SapphireIMS 4.0 Service Desk Feature Specification v1.4 All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission
Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1
Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the
The Task. First things first what is a Service Level Agreement?
The Task If you are reading this, then you ve probably decided to or been asked to implement an SLA. Questions are starting to run through your head like what s all the fuss about? How is this going to
Contract and Performance Management Intellectual Property of the Centre for Outsourcing Research and Education (CORE). May be used with permission of CORE. Agenda Service Levels for BPO Preliminary Matters
Fabasoft 3 rd Level Support Services. for Fabasoft on-premises products Valid from January 07, 2016. www.fabasoft.com
Fabasoft 3 rd Level Support Services for Fabasoft on-premises products Valid from January 07, 2016 Contents 1 Fabasoft 3 rd Level Support Services 4 2 Accessibility of the Fabasoft Support 4 3 Support
Timeline for MPLS Deployment
Timeline for MPLS Deployment What to Expect for Design, Implementation, and Support of SMB Customer MPLS Network Services Get Started Now: 877.611.6342 to learn more. www.megapath.com What to Expect for
TEST METRICS AND KPI S
WHITE PAPER TEST METRICS AND KPI S Abstract This document serves as a guideline for understanding metrics and the Key performance indicators for a testing project. Metrics are parameters or measures of
XYZ Medica Inc. Incident Management
XYZ Medica Inc. Incident Management December 2006 Suggested additions to this basic report template Classify Incidents as per the recommendations of ITIL then report against the separate classifications.
An Oracle White Paper June, 2013. Enterprise Manager 12c Cloud Control Application Performance Management
An Oracle White Paper June, 2013 Enterprise Manager 12c Cloud Control Executive Overview... 2 Introduction... 2 Business Application Performance Monitoring... 3 Business Application... 4 User Experience
Chapter 8 Service Management
Microsoft SQL Server 2000 Chapter 8 Service Management SQL Server 2000 Operations Guide Abstract This chapter briefly presents the issues facing the database administrator (DBA) in creating a service level
KnoahSoft Harmony TM Suite. Because Not All Agents are Created Equal
KnoahSoft Harmony TM Suite Because Not All Agents are Created Equal Performance management is not just software; it is a mindset that permeates the entire solution. When performance management tools are
Key Performance Indicators
WHITE PAPER JUNE 2015 Key Performance Indicators Establishing the Metrics that Guide Success 2 WHITE PAPER: KEY PERFORMANCE INDICATORS ca.com Table of Contents Introduction to KPIs: One Does Not Fit All
Network Monitoring and Management Services: Standard Operating Procedures
Network Monitoring and Management Services: Standard Operating Procedures September 17, 2013 TABLE OF CONTENTS Purpose... 2 Contacts... 2 Standard Operating Procedures... 3 Hours of Coverage... 3 Contacting
IT Service Desk Workflow Management in versasrs HelpDesk
Service Level Management The Keystone of versasrs HelpDesk This document outlines IT Service Desk Workflow within versasrs HelpDesk. versasrs HelpDesk is a packaged application enabling organisations to
S o l u t i o n O v e r v i e w. Optimising Service Assurance with Vitria Operational Intelligence
S o l u t i o n O v e r v i e w > Optimising Service Assurance with Vitria Operational Intelligence 1 Table of Contents 1 Executive Overview 1 Value of Operational Intelligence for Network Service Assurance
Erik van Veenendaal. www. erikvanveenendaal.nl. Improve Quality Services BV 2
PRISMA Risk-Based Testing In Practice Never speculate on that which can be known for certain Erik van Veenendaal www.erikvanveenendaal.nl Erik van Veenendaal www. erikvanveenendaal.nl Founder and major
QSC AG. Company Presentation. Results Q1 2014 Cologne, May 12, 2014
QSC AG Company Presentation Results Q1 2014 Cologne, May 12, 2014 AGENDA 1. Highlights Q1 2014 2. Financial Results Q1 2014 3. Outlook 2014 4. Questions & Answers 2 2014 STARTED AS EXPECTED Two-track development
Helpdesk Software: Service Desk Management or Glorified Database? Tweet using #APP6
Helpdesk Software: Service Desk Management or Glorified Database? Tweet using #APP6 Who s Talking Lance Waagner Chief Executive Officer Intelliteach Founded 1998 Over 150 employees Global 24-hour servicedesk
Success Story. OTRS enables call center to successfully cope with the growing complexity of the online and retail business.
OTRS enables call center to successfully cope with the growing complexity of the online and retail business. & At a Glance Company Cogetech S.p.A. OTRS Solution OTRS::ITSM Module Tickets/month 15.000 Approx.
IT Services. Service Level Agreement
IT Services Service Level Agreement Contents 1 Purpose... 3 2 IT Services Objectives... 3 3 IT Helpdesk... 3 3.1 Issues... 3 3.2 Service Requests... 4 3.3 Development Requests... 4 4 Priorities... 4 5
10 Ways. Autotask Automates Your IT Business. Reduce Costs, Win More Business And Manage Growth More Effectively
10 Ways Autotask Automates Your IT Business Reduce Costs, Win More Business And Manage Growth More Effectively INTRODUCTION...3 #1 Centralizing Data... 4 #2 Managing Customer Information...5 #3 Capturing
Managed Services Overview
Managed Services Overview By Shyam Chodapunedi Company Overview 2 About KPIT 8300+ EMPLOYEES $410M REVENUE INDUSTRY FOCUSED GLOBAL PRESENCE Recognized Leader Enterprise IT Business Consulting Product Engineering
Case study. Implementation for an. IT Service Provider company. performing on site HW maintenance
Case study Implementation for an IT Service Provider company performing on site HW maintenance Introduction GPITiner is a new generation ITIL V3 / ISO 20000 based IT Service Management Tool, developed
Database Monitoring and Reporting Capabilities of GSX Monitor
Database Monitoring and Reporting Capabilities of GSX Monitor Document Information Document Name: Database Monitoring and Reporting Capabilities of GSX Monitor Document Version: 1.0 Release Date: Part
How To Manage A Business With Planon Integrated Services Management Solution
Planon integrated services Management For all workplace-related services integrated into one solution Planon s Integrated Services Management solution includes: SLA Management Selfservice Front office
Platform as a Service (PaaS) Support Plan
Platform as a Service (PaaS) Support Plan Version: 1.0 July 2014 This document contains information proprietary to West Corporation. This document shall not be reproduced, transformed to other documents,
THE COMPANY AND SERVICES
THE COMPANY AND SERVICES CONTENTS About Us... 3 What we do?... 3 Our Associates... 4 Company Details... 4 Test Associates Solutions... 5 Core Strengths... 6 Benefits of Using our Company... 6 Clients from
Working with Sage Customer Support (Sage 100 ERP and Sage 500 ERP)
Table of Contents Who Can Call Sage Customer Support... 2 When To Call Sage Customer Support... 2 When To Call Your Sage Business Partner... 4 How to Fast Track Your Case... 5 Escalating an Issue with
What are metrics? Why use metrics?
What are metrics? A business metric is any type of measurement used to gauge some quantifiable component of a company's performance, such as return on investment (ROI), employee and customer churn rates,
QUICK AND EFFICIENT MOBILE TESTING STRATEGY
QUICK AND EFFICIENT MOBILE TESTING STRATEGY QUICK AND EFFICIENT MOBILE TESTING STRATEGY 02 ABOUT CHAIONE ChaiONE is an enterprise mobility agency focused on creating innovative, beautiful mobile solutions
Working of Call Center. Sanad centers, Investors, Regional Offices, MOCI staff can contact the Support Call Center for their queries and issues
Customer Support Channels Multiple channels available to the public: Support phone (working hours) E-mail (24/7) Social media (Twitter, Facebook) Self service desk in Muscat and Salalah front offices 2
Effective Reporting. The Nuts and Bolts of Best Practice Reporting for the Contact Center. What Is Effective Reporting?
1 The Nuts and Bolts of Best Practice Reporting for the Contact Center What Is? Effective reporting is defined by the results obtained by reviewing the report data and making changes to improve performance.
White Paper: BMC Service Management Process Model 7.6 BMC Best Practice Flows
White Paper: BMC Service Management Process Model 7.6 BMC Best Practice Flows October 2009 www.bmc.com Contacting BMC Software You can access the BMC Software website at http://www.bmc.com. From this website,
Statement of Service Enterprise Services - AID Microsoft IIS
Statement of Service Enterprise Services - AID Microsoft IIS Customer Proprietary Rights The information in this document is confidential to Arrow Managed Services, Inc. and is legally privileged. The