The ITSm process design guide [electronic resource] : developing, reengineering, and improving IT service management / Donna Knapp.
Publication details: Ft. Lauderdale, Fla. : J. Ross Pub., c2010.Description: xxi, 232 p. : illISBN:- 9781604270495 (hardcover alk. paper)
- 9781604276916 (e-book)
- 004.068 22
- HD30.2 .K6293 2010eb
eBooks
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.