User:TDavisBMC/sandbox

The Service Strategy publication focuses on using strategy to improve operations. To effectively measure quality of service, you need service level agreement (SLA) metrics, but this is not all you need. Remember, the customer’s perception of quality is based on the utility and warranty of service that you provide. According to ITIL, customers perceive four broad perspectives of quality. You’ll want to take into account one — or a combination of — these perspectives: »» How good is the service? »» Does it provide value for the cost? »» Does the service meet my specifications? »» Does it meet or exceed my expectations?