The ITSm process design guide developing, reengineering, and improving IT service management /
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| Autor principal: | |
|---|---|
| Autor Corporativo: | |
| Formato: | Recurso Electrónico livro electrónico |
| Idioma: | inglês |
| Publicado em: |
Ft. Lauderdale, Fla. :
J. Ross Pub.,
c2010.
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| Assuntos: | |
| Acesso em linha: | An electronic book accessible through the World Wide Web; click to view |
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Sumário:
- 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.