Description: ITSM Process Design Guide : Developing, Reengineering, and Improving IT Service Management, Paperback by Knapp, Donna, ISBN 1604270497, ISBN-13 9781604270495, Brand New, Free shipping in the US Although frameworks and standards exist for designing, measuring and managing information technology services, few books describe their integration throughout the organization. Knapp (curriculum development manager, ITSM Academy) has written a highly practical book outlining these procedures, with a number of figures, tables and quick tips throughout. It has seven appendices, mostly providing sample documents, with one providing a list of books, pocket guides, certification bodies and websites. Intended for use as an undergraduate textbook, key points appear in bold and glossary definitions, chapter summaries, discussion topics, and review questions are provided. Contains no references. Annotation ©2010 Book News, Inc., Portland, OR ()
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Book Title: ITSM Process Design Guide : Developing, Reengineering, and Improv
Author: Knapp, Donna
Language: english
