Orchestration of the Orchestration's Functional Areas - Service and Support
13 important questions on Orchestration of the Orchestration's Functional Areas - Service and Support
What is included in the product-related services?
- education,
- installation,
- customization,
- operations,
- and user help desk covering technical and non-technical problems.
What does service planning and preperation address?
What is included in service preparation?
- development of a technical basis (if required),
- forecast of demand (with SPM),
- resource management,
- skills development,
- and development of marketing material (with Marketing).
- Higher grades + faster learning
- Never study anything twice
- 100% sure, 100% understanding
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What is technical support?
What is a typical support structure?
- Level 1: Help Desk
- Level 2: Technical Maintenance
- Level 3: Change Team (typically in or with Development)
What are the categories for Customer calls?
With whom must be collabareted in the design of end-user's guidance?
- UX-design,
- software development,
- technical support,
- and marketing.
What is included in internal product documentation?
- specifications,
- technical manuals,
- etc.
Who is external product documentation intended for?
- end users,
- ecosystem players
- or service partners.
What must be developed for end-users' guidance?
- printed and/or online manuals,
- help functions.
- or step by step instructions.
What can be included in marketing support?
- the production and distribution of marketing material,
- organization and execution of markting events (conferences, user groups, etc.),
- and documentation and tracking of marketing activities and their results.
What is sales support?
What can be included in sales support?
- sales-related customer inbound and outbound communication,
- execution of sales events (customer visits, meetings, etc.)
- documentation and tracking of sales activities and their results,
- provision of marketing material on request.
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