The ITSm process design guide
Knapp, Donna.
The ITSm process design guide developing, reengineering, and improving IT service management / [electronic resource] : Donna Knapp. - Ft. Lauderdale, Fla. : J. Ross Pub., c2010. - xxi, 232 p. : ill.
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.
Information technology--Management.
Information technology--Quality control.
Information resources management.
Organizational change.
Electronic books.
HD30.2 / .K6293 2010eb
004.068
The ITSm process design guide developing, reengineering, and improving IT service management / [electronic resource] : Donna Knapp. - Ft. Lauderdale, Fla. : J. Ross Pub., c2010. - xxi, 232 p. : ill.
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.
Information technology--Management.
Information technology--Quality control.
Information resources management.
Organizational change.
Electronic books.
HD30.2 / .K6293 2010eb
004.068