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The ITSm process design guide :developing, reengineering, and improving IT service management /

紀錄類型:	書目-語言資料,印刷品 : 單行本
正題名/作者:	The ITSm process design guide :/ Donna Knapp.
其他題名:	developing, reengineering, and improving IT service management /
作者:	Knapp, Donna.
出版者:	Ft. Lauderdale, FL :J. Ross Pub.,c2010.
面頁冊數:	xxi, 232 p. :ill. ;23 cm.
標題:	Information resources management. -
ISBN:	9781604270495 (hbk. : alk. paper) :

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 /Donna Knapp. - Ft. Lauderdale, FL :J. Ross Pub.,c2010. - xxi, 232 p. :ill. ;23 cm.

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.

ISBN: 9781604270495 (hbk. : alk. paper) :NT2268

LCCN: 2010019183Subjects--Topical Terms:

148401
Information resources management.

LC Class. No.: HD30.2 / .K6293 2010

Dewey Class. No.: 004.068

The ITSm process design guide :developing, reengineering, and improving IT service management /
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