6. Relationship management process
In this family of processes, the international standard requires the service provider to master the two exchange processes described below.
In a complete supply chain (see figure 4 ), each of the players can be in turn in the position of supplier or customer. So, for each exchange situation, mastering relationships requires a clear definition of who the players are, and what their respective roles are.
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First exchange situation :
player 1: the customer ;
actor no. 2: service provider;
exchange protocol: commercial management (CM) described...
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Bibliography
Software tools
AUDIT DIAGNOSTIC EVALUATION SYSTEM (ADES), May 2009, CPI CONSEIL 6 rue de la Corniche, 91120 PALAISEAU, France.
Websites
CPI CONSEIL, assessing, auditing, certifying for improvement http://cpi.conseil.free.fr/
AFNOR BOUTIQUE, Ten keys to service management – From ITIL to ISO 20000 http://www.boutique.afnor.org/LIV7DetailLivre.aspx?CLE_ART=FA090923=LIVZLIVZ1A10A201A206=1=2784026
...Standards and norms
- Quality management systems – Basic principles and vocabulary - ISO 9000 - 2005
- Specification for IT service management – Part 1: specifications - BSI 15000-1 - 2002
- Specification for IT service management – Part 2: code of practice for service management - BSI 15000-2 - 2002
- Information Technology – Service management – Part 1: Specifications - ISO/CEI 20000-1 - 2005
- Information Technology...
Directory
Information Technology Service Management Forum (itSMF France) http://www.itsmf.fr
Office of Government Commerce http://www.ogc.gov.uk
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