02795nam 2200601 450 991079041160332120200520144314.01-84928-486-5(CKB)2550000001113692(EBL)1477419(OCoLC)861559167(SSID)ssj0001160855(PQKBManifestationID)11684435(PQKBTitleCode)TC0001160855(PQKBWorkID)11126552(PQKB)10971898(Au-PeEL)EBL1477419(CaPaEBR)ebr10772231(CaONFJC)MIL513548(MiAaPQ)EBC1477419(EXLCZ)99255000000111369220120720d2013 uy 0engur|n|---|||||txtccrIntegrated measurement-- KPIs and metrics for ITSM a narrative account /Daniel McLeanEly, Cambridgeshire :IT Governance Publishing,2013.1 online resource (175 p.)Description based upon print version of record.1-84928-383-4 1-299-82297-5 Preface; About the Author; Acknowledgements; Contents; Introduction; Chapter 1: So Easy Even a Child Could Do It; Chapter 2: I'd Thought Things Were Going Rather Well; Chapter 3: Try to Get it Right this Time; Chapter 4: The Trivial Many Versus the Meaningful Few; Chapter 5: Teaching Old Dogs New Tricks; Chapter 6: Every Journey Begins with a Destination; Chapter 7: Friend or Foe?; Chapter 8: Hunters and Gatherers; Chapter 9: Whispers in the Halls; Chapter 10: What's the Use?; Chapter 11: Bringing in the Data; Chapter 12: The Signal Amongst the Noise; Chapter 13: Knowledge wants to be FreeChapter 14: Long GoodbyesITG Resources; Other Websites; Toolkits; Training Services; Professional Services and Consultancy; Publishing Services; NewsletterDesigned to explain, at an operational level, how to implement new processes within an organisation, and how to facilitate the necessary changes to people's behaviour, in order to make that implementation a success.Performance technologyPerformance standardsInformation technologyManagementInformation technologyQuality controlPerformance technology.Performance standards.Information technologyManagement.Information technologyQuality control.658.4/013McLean Daniel(ITSM Consultant)1468835MiAaPQMiAaPQMiAaPQBOOK9910790411603321Integrated measurement-- KPIs and metrics for ITSM3680186UNINA