The ITSm process design guide developing, reengineering, and improving IT service management - Knapp, Donna; ebrary, Inc. (Ft. Lauderdale, Fla. : J. Ross Pub., 2010)
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.
Includes bibliographical references and index.
Electronic reproduction.
Keywords: Information technology -- Management; Information technology -- Quality control; Information resources management; Organizational change; Electronic books