Third Examination May 19, 1998
1. What three things should a Service Provider (SP) do to succeed according to the book? Characterise the challenge in service management SPs are facing.
2. SPs see excellence in service management as a major competitive
advantage and therefore want to keep their processes secret. Why are they
forced towards standardisatio and openness in this area?
3. What is included in customer care processes.
4. Give an example of a communications service which was totally
based on creative use of a billing system.