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The ITSm process design guide [electronic resource] : developing, reengineering, and improving IT service management / Donna Knapp.

By: Contributor(s): Material type: TextPublication details: Ft. Lauderdale, Fla. : J. Ross Pub., c2010.Description: xxi, 232 p. : illSubject(s): Genre/Form: DDC classification:
  • 004.068 22
LOC classification:
  • HD30.2 .K6293 2010eb
Online resources:
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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Includes bibliographical references and index.

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.

Electronic reproduction. Palo Alto, Calif. : ebrary, 2012. Available via World Wide Web. Access may be limited to ebrary affiliated libraries.

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