000			01755nam a2200349 a 4500
001			ebr10520127
003			CaPaEBR
006			m u
007			cr cn|||||||||
008			100507s2010 flua sb 001 0 eng d
010			_z 2010019183
020			_z9781604270495 (hardcover alk. paper)
020			_z9781604276916 (e-book)
040			_aCaPaEBR _cCaPaEBR
035			_a(OCoLC)727778478
050	1	4	_aHD30.2 _b.K6293 2010eb
082	0	4	_a004.068 _222
100	1		_aKnapp, Donna.
245	1	4	_aThe ITSm process design guide _h[electronic resource] : _bdeveloping, reengineering, and improving IT service management / _cDonna Knapp.
260			_aFt. Lauderdale, Fla. : _bJ. Ross Pub., _cc2010.
300			_axxi, 232 p. : _bill.
504			_aIncludes bibliographical references and index.
505	0		_aIntroduction -- 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.
533			_aElectronic reproduction. _bPalo Alto, Calif. : _cebrary, _d2012. _nAvailable via World Wide Web. _nAccess may be limited to ebrary affiliated libraries.
650		0	_aInformation technology _xManagement.
650		0	_aInformation technology _xQuality control.
650		0	_aInformation resources management.
650		0	_aOrganizational change.
655		7	_aElectronic books. _2local
710	2		_aebrary, Inc.
856	4	0	_uhttp://site.ebrary.com/lib/rucke/Doc?id=10520127 _zAn electronic book accessible through the World Wide Web; click to view
999			_c236985 _d236985