ANSWER EVERYTHING IN DETAIL!!!!

 

1. Describe the ITIL 4 concepts of utility and assurance.

 

2. Describe in detail the components of the measurement of quality and satisfaction of services model known as SERVQUAL or SERVPERF in general terms.

 

3. Describe your Internet service in terms of its performance and quality. Indicate if it is from your home or business.

 

4. Carry out a study of the value in terms of satisfaction and quality of your Internet service by measuring the ITIL concepts of utility and guarantee with the SERVQUAL or SERVPERF model.

 

5. Assign your criteria based on the following scale: Excellent (90-100%), Good (80-89%), Fair (70-79%), or Poor (less than 70%). Respond with the evaluation percentage that corresponds to each of the satisfaction attributes of the SERVQUAL or SERVPERF model.

 

6. Assign the dimension of reliability to the ITIL concept of usefulness and the rest of the dimensions, i.e., assurance, tangibles, empathy and responsiveness, to the concept of ITIL Assurance.

 

7. After assigning your criteria in percentages to each dimension of the model, determine the average guarantee satisfaction. Then calculate the general average between the ITIL concepts of utility and guarantee to determine the average percentage of satisfaction that you attribute to your Internet service.

 

8. Compose a critical analysis that mentions the reasons for assigning the percentages to the characteristics of the model and evaluate if the average percentage of satisfaction in terms of utility and guarantee represents an adequate value according to the cost of your Internet service. Include a perspective where you consider establishing a business activity using your Internet service.

 

9. Include references!!