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How to Measure ITIL Service Utility and Warranty

Can you figure out competitive advantage, customer satisfaction and business alignment with ITIL? Yes, you can, and Hank Marquis uses this article to show you how. ITIL cites Service Utility and Warranty as the cornerstones for customer satisfaction, and by having the measurable level of customer perception in both positive outcomes of service as well as achievement of promised services; IT organizations can discern a measurement. Simply put, ITIL allows otherwise intangible measurements to be recorded an analyzed, increasing the likelihood of continued customer satisfaction and process improvement.


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Comment ID: 19
Comment Date: 2012-02-14 06:59:24
Comment Author: How to Measure ITIL Service Utility and Warranty : AITS.org | ITIL Foundation Training
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Author Url: http://www.itil-foundation.net/training-courses/how-to-measure-itil-service-utility-and-warranty-aits-org/
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[…] business alignment with ITIL? Yes, you can – and Hank Marquis uses this article to show …aits.org/2012/…/how-to-measure-itil-service-utility-and-warran… This entry was posted in ITIL Foundation and tagged certification, courses, exam, itil […]

About Anne Grybowski

Anne is a former staff writer for CAI's Accelerating IT Success, with a degree in Media Studies from Penn State University.

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