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    Morales 07activity1 ITSM

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    xagagoj486
    1. An internet provider took 3 days to resolve a cabling issue when they had fixed the same problem at the household in under 2 days previously. The household filed reports on both issues. 2. A startup networking company in a rural town only accepted clients with over 100 employees but could only sign one client in their first two months. 3. An online IT support business always failed to provide feedback forms after providing service, which affected future clients' concerns about completion times and payment transactions.

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    Morales 07activity1 ITSM

    Uploaded by

    xagagoj486
    18 views2 pages
    1. An internet provider took 3 days to resolve a cabling issue when they had fixed the same problem at the household in under 2 days previously. The household filed reports on both issues. 2. A startup networking company in a rural town only accepted clients with over 100 employees but could only sign one client in their first two months. 3. An online IT support business always failed to provide feedback forms after providing service, which affected future clients' concerns about completion times and payment transactions.

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    Morales_07Activity1_ITSM

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    1. An internet provider took 3 days to resolve a cabling issue when they had fixed the same problem at the household in under 2 days previously. The household filed reports on both issues. 2. A startup networking company in a rural town only accepted clients with over 100 employees but could only sign one client in their first two months. 3. An online IT support business always failed to provide feedback forms after providing service, which affected future clients' concerns about completion times and payment transactions.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    18 views2 pages

    Morales 07activity1 ITSM

    Uploaded by

    xagagoj486
    1. An internet provider took 3 days to resolve a cabling issue when they had fixed the same problem at the household in under 2 days previously. The household filed reports on both issues. 2. A startup networking company in a rural town only accepted clients with over 100 employees but could only sign one client in their first two months. 3. An online IT support business always failed to provide feedback forms after providing service, which affected future clients' concerns about completion times and payment transactions.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    Name: Daren Cristian M.

    Morales Date: 12-20-2023

    Direction: Identify the value gap of each scenario and recommend possible solutions. (15 points)

    1. An internet provider fails to resolve an Internet cabling problem in less than three (3) days. In contrast,
    they could fix the same issue in under two (2) days when the household experienced the same a month
    ago. The household issued report tickets.

    Answer:

    Value Gap: Performance/Service Delivery Gap

    The internet provider company should have a consistent quality or service and time frame for
    solving internet related issues. They should have an efficient request or customer support system that
    will enable streamlined communication between the customer and the service provider. They should
    also check their repair/maintenance crews because there are some cases that the company already
    issued a ticket for a repair request, but the repair crew are not moving which causes delay on the
    delivery of service.

    2. A startup networking company in a rural town only accepts clients with over 100 employees. In their
    first two (2) months, they could only book business with one (1) company.

    Answer:

    Value Gap: Translation/Specification Gap

    It is clear that they did not consider the real needs of their clients, instead they have chosen to
    stick with the industry standards. To solve such problem, they should reassess the requirements for
    client/customer acceptance, for them to align it with the exact needs of the client/customer. It can also
    be done through comprehensive research on what are the things needed to be done to get customer
    preferences or get the proper settings.

    3. An online IT support business always misses giving feedback forms when providing service. It affected
    future clients with concerns about completion time and payment transactions.

    Answer:

    Value Gap: Knowledge Gap

    It shows that the business does not achieve the service and performance that the customers are
    expecting from them. They should understand client’s perception and expectations from them. They
    should always gather and assess customer feedback so that they will know what the things are needed
    to be done for improvements. Communication is the key to solve this kind of problem. Another thing
    that should be considered is the training of employees which is a huge part in having a good quality
    service for the company’s clients, because it ensures that the employees are knowledgeable on their
    responsibilities and helps them be more productive.

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