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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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Act; CHAPTER 9: DESIGN AND TRANSITION OF NEW OR CHANGED SERVICES; Plan new or changed services |
Design and development of new or changed servicesTransition of new or changed services; CHAPTER 10: SERVICE DELIVERY PROCESSES; Service level management; Service reporting; Service continuity and availability management; Service continuity plan and test; Budgeting and accounting for IT services; Capacity management; Information security management; CHAPTER 11: RELATIONSHIP PROCESSES; Business relationship management; Supplier management; CHAPTER 12: RESOLUTION PROCESSES; Incident and service request management; Problem management; CHAPTER 13: CONTROL PROCESSES; Configuration management |
Change managementRelease management; CHAPTER 14: PREPARING FOR THE AUDIT; APPENDIX A: BIBLIOGRAPHY; ITG RESOURCES |
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Sommario/riassunto |
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Potential customers will look for suppliers with ISO/IEC 20000 certification, seeking the reassurance it provides. This book will guide you through implementation and certification. Your streamlined management processes will enable you to offer first-class customer service at competitive prices. The impact on your profit margins is clear! |
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2. |
Record Nr. |
UNINA9910480494603321 |
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Titolo |
Utopies, fictions et satires politiques II. Cycle de conférences H-2018. Cahiers Verbatim, volume III / avec la participation de Ethel Groffier, Paul Dumouchel, Nycole Paquin, Michel Lincourt |
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Pubbl/distr/stampa |
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Baltimore, Maryland : , : Project Muse, , 2019 |
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Baltimore, Md. : , : Project MUSE, , 2019 |
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©2019 |
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ISBN |
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Descrizione fisica |
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1 online resource (106 pages) |
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Collana |
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Cahiers Verbatim ; ; volume III |
Collection Mercure du Nord/Verbatim |
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Disciplina |
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Soggetti |
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Political satire - History and criticism |
Comparative literature - Themes, motives |
Utopias in literature |
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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"Cycle conjoint des conferences ... Chaire Unesco-UQAM et Chaire ACME-Laval"--Page facing title page. |
"Chaire Unesco d'etude des fondements philosophiques de la justice et de la societe democratique, Chaire de recherche du Canada en antiquite critique et modernite emergente". |
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Nota di bibliografia |
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Includes bibliographical references. |
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Nota di contenuto |
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Conference du 22 fevrier 2018. Les utopies masquees de Voltaire : du Salomon du nord à l'Eldorado / Ethel Groffier -- Conference du 22 mars 2018. Les aventures de Telemaque : roman pedagogique anti-utopique / Paul Dumouchel -- Conference du 19 avril 2018. Et in Utopia ego : le theme de la mort dans les utopies litteraires et visuelles du XVIIIe siecle / Nycole Paquin -- Conference du 17 mai 2018. Une prosopopee de Diderot / Michel Lincourt. |
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Sommario/riassunto |
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Des l'Antiquite, puis ensuite à l'âge classique, se developpe toute une litterature qui aborde des questions relatives à la politique au travers de recits de fiction, satires ou utopies. Le recit est alors utilise comme un moyen d'eviter la censure dans l'analyse critique du regime en place ou du discours dominant ; comme une façon de mettre en scene des |
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experiences philosophiques sur des societes imaginaires, ou encore comme une maniere detournee d'eveiller l'intelligence politique du lecteur. |
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