TY  - BOOK
AU  - Knapp, Donna
TI  - The ITSM Process Design Guide: Developing, Reengineering and Improving IT Service Management
SN  - 9788131522059
U1  - 004.68 
PY  - 2010///
CY  - New Delhi
PB  - Cengage Learning Pvt. Ltd.
N1  - 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
ER  -