The ITSm process design guide
Subtitle: developing, reengineering, and improving IT service management
By: by Donna Knapp
Publisher: J. Ross Pub.
Published: 2010
Place of publication: Ft. Lauderdale, FL
Language: eng
ISBN-13: 9781604270495
Notes: Includes bibliographical references and index.
Table of contents: title: Introduction; title: Defining and analyzing customer requirements; title: Quality management principles; title: Defining and documenting processes; title: Assessing process maturity; title: Process design and improvement steps; title: Process design and improvement tools and techniques; title: Producing meaningful metrics; title: Managing organizational change; title: IT service management technologies.