The ITSM Process Design Guide: Developing, Reengineering and Improving IT Service Management
Knapp, Donna
The ITSM Process Design Guide: Developing, Reengineering and Improving IT Service Management - New Delhi Cengage Learning Pvt. Ltd. 2010 - 232p
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.
9788131522059
004.68 / KNA
The ITSM Process Design Guide: Developing, Reengineering and Improving IT Service Management - New Delhi Cengage Learning Pvt. Ltd. 2010 - 232p
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.
9788131522059
004.68 / KNA