Client service

Discuss topics on the fringe of ITIL, including relationships with other approaches.
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SangeethaS
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Mon Oct 17, 2011 3:58 am

I am currently pursuing ITIL foundation. I have a doubt in customer service.

If a level 1 customer request an additional service, from ITIL perspective, how this request will be approached?

Could someone clarify me on this?

Thanks
Gita


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Diarmid
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Mon Oct 17, 2011 4:50 am

What is a level 1 customer?
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
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SangeethaS
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Tue Oct 18, 2011 5:29 am

A very prestigious client or who provides major chunk of work.
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UKVIKING
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Tue Oct 18, 2011 5:37 am

SangeethaS

Are they asking for something that they are currently not being provided with as a level 1 customer ?

If so, that would usually go to the sales team and your contracts team etc for a quote bid etc

That falls way outside ITIL

ITIL is a set of guidelines on how to IT Service Management - how to support the services delivered, how to improve the existing services and also how to develop a set of services to be delivered - not including the contract / sales part of it

So does this answer your question
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LizGallacher
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Wed Dec 28, 2011 10:36 am

I disagree with UKVIKING.
The requirement for a new service would come under Service Strategy - specifically Service Portfolio management. It is a strategic decision whether you want to offer this eervice, whether it could make you money, or be a diversion from your core strengths. You may decide to offer it, but to outsource its provision to a 3rd party.
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UKVIKING
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Thu Dec 29, 2011 3:34 am

Liz,

You are correct in the ITIL sense.

I am correct in the pragmatic sense - what I have seen in companies

If the company is well versed in ITIL and has developed the Service Strategy aspect with the company as to what to provide services and how to 'up sell' or offer new services to existing customers. Then yes, you are absolutely right

However, what is in the book may not be what the reality in a company.

Usually there is a service delivery team that is involved in completing a customer's service - especially in a managed / mangled hosting or services company

Sometimes the ServDev team has provided the company service desk with an overview of what they should do... most times not because the work does not directly affect them and they usually work on salary + commission as well. so they basically assume the SD knows what they do

SangeethaS,

The key thing is that if a customer (existing) is asking for something that is currently not being given to them, inform the right group with the company that deals that sort of thing.
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LizGallacher
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Thu Dec 29, 2011 7:28 am

I agree that your description of what actually happens is accurate - it was your comment "That falls way outside ITIL" that I was disagreeing with, just in case someone thought ITIL did not cover dealing with new customer requirements.
Liz Gallacher,
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UKVIKING
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Thu Dec 29, 2011 7:53 am

Sorry my bad

I keep forgetting about the Service Strategy book

And I sttil think in v2 most of the time
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Diarmid
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Fri Jan 06, 2012 1:11 am

UKVIKING wrote:And I sttil think in v2 most of the time
Surely the war is over? Even in London.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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