The ITSm process design guide developing, reengineering, and improving IT service management /

The ITSm process design guide developing, reengineering, and improving IT service management /

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Bibliographic Details
Main Author: Knapp, Donna
Corporate Author: ebrary, Inc
Format: Electronic eBook
Language:English
Published: Ft. Lauderdale, Fla. : J. Ross Pub., c2010.
Subjects:
Information technology > Management.
Information technology > Quality control.
Information resources management.
Organizational change.
Electronic books.
Online Access:An electronic book accessible through the World Wide Web; click to view
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Table of Contents:
  • Introduction
  • Defining and analyzing customer requirements
  • Quality management principles
  • Defining and documenting processes
  • Assessing process maturity
  • Process design and improvement steps
  • Process design and improvement tools and techniques
  • Producing meaningful metrics
  • Managing organizational change
  • IT service management technologies.

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