Project description
You are a consultancy company that has been tasked with providing training for Aspen Technologies.
They are starting to deliver Service Level Agreements as an add-on to their existing business of providing large companies with computer/ networking hardware.
Your task is to write a report that covers these outcomes listed below and can be delivered to their management team.
Outcome 1 Know how to provide technical advice and guidance
1. Identify how technical advice and guidance can be used
2. List the types of information which can form the basis of technical advice and guidance
3. Identify organisational procedures which can apply to the provision of technical advice and guidance
4. Identify circumstances where technical advice and guidance should be provided proactively rather than reactively in response to customer requests (eg to rectify known faults, to provide new functionality).
Outcome 2 Be able to provide reactive technical advice and guidance to customers on a range of topics
1. Identify the purposes for which technical advice and guidance is required
2. Check that customers are entitled to receive the requested technical advice and guidance
3. Communicate effectively with customers to obtain specified information to enable correct technical advice and guidance to be provided
4. Interpret given technical information to produce advice and guidance in response to customer requests
5. Communicate technical advice and guidance to customers in a given format and style, confirming customer understanding of the information provided
6. Follow organisational procedures for responding to customer requests including the timely escalation of those for which technical advice and guidance cannot be provided or does not resolve the request
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