02392nam 22005774a 450 99633908670331620230721023137.01-78017-034-31-906124-57-4(CKB)1000000000808040(EBL)483629(OCoLC)630535280(SSID)ssj0000488523(PQKBManifestationID)11303010(PQKBTitleCode)TC0000488523(PQKBWorkID)10450518(PQKB)10461235(MiAaPQ)EBC483629(CaSebORM)9781902505824(EXLCZ)99100000000080804020071213d2007 uy 0engur|n|---|||||txtccrWorld class IT service delivery[electronic resource] /Peter Wheatcroft1st editionSwindon, U.K. BCS20071 online resource (184 p.)Description based upon print version of record.1-902505-82-4 Includes bibliographical references (p. 159) and index.Copyright; Contents; Figures and tables; About the author; Acknowledgements; Abbreviations; Useful websites; Introduction; 1 Defining world class; 2 Service delivery; 3 Developing the services value proposition; 4 Quality management; 5 Developing the business proposition; 6 Redefining the role of the user; 7 Governing service delivery; 8 The end result; References; Index; Back CoverThis book is a distillation of best practices in IT service delivery and demonstrates the factors that enable organisations to achieve world class standards. The book is for IT managers, executives and consultants. It supports the ISEB Service Management Certificate and other IT service management courses.Information technologyManagementComputer technical supportComputer service industryInformation technologyManagement.Computer technical support.Computer service industry.004.24Wheatcroft Peter915179British Computer Society.MiAaPQMiAaPQMiAaPQBOOK996339086703316World class IT service delivery2315625UNISA