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The ITSm process design guide

by Knapp, Donna.
Additional authors: ebrary, Inc.
Published by : J. Ross Pub., (Ft. Lauderdale, Fla. :) Physical details: xxi, 232 p. : ill.
Subject(s): Information technology -- Management. | Information technology -- Quality control. | Information resources management. | Organizational change. | Electronic books.
Year: 2010
Online resources:
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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.

Electronic reproduction. Palo Alto, Calif. : ebrary, 2012. Available via World Wide Web. Access may be limited to ebrary affiliated libraries.

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