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Record Nr. |
UNINA9910452420703321 |
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Autore |
Kunas Michael |
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Titolo |
Implementing service quality based on ISO/IEC 20000 : a management guide / / Michael Kunas |
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Pubbl/distr/stampa |
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Ely, Cambridgeshire : , : IT Governance Publishing, , [2012] |
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©2012 |
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ISBN |
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1-299-46843-8 |
1-84928-443-1 |
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Edizione |
[Third edition.] |
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Descrizione fisica |
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1 online resource (109 p.) |
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Disciplina |
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Soggetti |
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Business enterprises - Computer networks |
Industrial management |
Information technology - Management |
Electronic books. |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical resources. |
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Nota di contenuto |
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FOREWORD; PREFACE; ABOUT THE AUTHOR; ACKNOWLEDGEMENTS; CONTENTS; INTRODUCTION; CHAPTER 1: INTRODUCTION TO ISO/IEC 20000; What are the benefits of implementing and certifying according to ISO/IEC 20000?; CHAPTER 2: SERVICE QUALITY AND ISO/IEC 20000; What is quality?; CHAPTER 3: THE ISO/IEC 20000 FAMILY AND EMERGING RELATED STANDARDS; ISO/IEC 20000-1:2011; ISO/IEC 20000-2:2012; ISO/IEC 20000-3:2012; ISO/IEC TR 20000-4:2010; ISO/IEC TR 20000-5:2010; ISO/IEC 20000-7; ISO/IEC 20000-10; ISO/IEC 20000-11; ISO/IEC 15504-8:2010; ISO/IEC 90006; ISO/IEC 27013; ISO/IEC 19770 |
CHAPTER 4: FRAMEWORKS AND MANAGEMENT SYSTEM INTEGRATIONISO9000; ISO14000; ISO/IEC 27000; ITIL; COBIT®; Six Sigma®; CMMI® for Services; CHAPTER 5: REQUIREMENTS FOR A SERVICE MANAGEMENT SYSTEM; Management responsibility; Governance of processes operated by other parties; Documentation management; Resource management; CHAPTER 6: SCOPE DEFINITION; ISO/IEC TR 20000-3:2012; CHAPTER 7: GAP ANALYSIS; CHAPTER 8: PLANNING AND IMPLEMENTINGSERVICE MANAGEMENT; Plan; Do; Check; |
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