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

Author: Donna Knapp
Publisher: Ft. Lauderdale, FL : J. Ross Pub., ©2010.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Summary:

A guide that closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. It is a reference source for the Certified Process Design  Read more...

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Genre/Form: Electronic books
Additional Physical Format: Print version:
Knapp, Donna.
ITSm process design guide.
Ft. Lauderdale, FL : J. Ross Pub., ©2010
(DLC) 2010019183
(OCoLC)613311250
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Donna Knapp
ISBN: 9781604276916 1604276916
OCLC Number: 727778478
Description: 1 online resource (xxi, 232 pages) : illustrations
Contents: 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.
Responsibility: Donna Knapp.

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