TY  - BOOK
AU  - Knapp,Donna
ED  - ebrary, Inc.
TI  - The ITSm process design guide: developing, reengineering, and improving IT service management 
AV  - HD30.2 .K6293 2010eb
U1  - 004.068 22
PY  - 2010///
CY  - Ft. Lauderdale, Fla.
PB  - J. Ross Pub.
KW  - Information technology
KW  - Management
KW  - Quality control
KW  - Information resources management
KW  - Organizational change
KW  - Electronic books
KW  - local
N1  - 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
UR  - http://site.ebrary.com/lib/welingkar/Doc?id=10520127
ER  -