000			00885nam a2200193Ia 4500
003			OSt
005			20150919115856.0
008			140714s9999 xx 000 0 und d
020			_a9788131522059
040			_c
082			_a004.68 _bKNA
100			_aKnapp, Donna
245			_aThe ITSM Process Design Guide: Developing, Reengineering and Improving IT Service Management
260			_bCengage Learning Pvt. Ltd. _c2010 _aNew Delhi
300			_a232p
500			_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.
906			_aMGT-I.T
942			_2ddc _cLB _k004.68 _mKNA
999			_c90366 _d90366