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Published: April 25, 2008   |   Updated: October 10, 2008


The Customer Service SMF addresses how to provide a positive experience for IT service users by meeting their IT needs and addressing complaints and issues that arise during the normal course of using an IT service.

It addresses how to provide that experience by:

  • Recording and determining the nature of a customer request.
  • Resolving requests for information, existing and new features, and changes.
  • Resolving Incident requests.
  • Ensuring good customer service.


Please direct questions and comments about this guide to mof@microsoft.com.


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