LEADER 04183nam 22006851 450 001 9910452420703321 005 20200520144314.0 010 $a1-299-46843-8 010 $a1-84928-443-1 035 $a(CKB)2550000001019502 035 $a(EBL)1186302 035 $a(OCoLC)829299477 035 $a(SSID)ssj0000907426 035 $a(PQKBManifestationID)11496083 035 $a(PQKBTitleCode)TC0000907426 035 $a(PQKBWorkID)10884074 035 $a(PQKB)10048899 035 $a(MiAaPQ)EBC1186302 035 $a(WaSeSS)IndRDA00116757 035 $a(CaSebORM)9781849284448 035 $a(Au-PeEL)EBL1186302 035 $a(CaPaEBR)ebr10772211 035 $a(CaONFJC)MIL478093 035 $a(EXLCZ)992550000001019502 100 $a20130516h20122012 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aImplementing service quality based on ISO/IEC 20000 $ea management guide /$fMichael Kunas 205 $aThird edition. 210 1$aEly, Cambridgeshire :$cIT Governance Publishing,$d[2012] 210 4$d©2012 215 $a1 online resource (109 p.) 300 $aDescription based upon print version of record. 311 $a1-84928-444-X 311 $a1-84928-442-3 320 $aIncludes bibliographical resources. 327 $aFOREWORD; 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 327 $aCHAPTER 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; Act; CHAPTER 9: DESIGN AND TRANSITION OF NEW OR CHANGED SERVICES; Plan new or changed services 327 $aDesign 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 327 $aChange managementRelease management; CHAPTER 14: PREPARING FOR THE AUDIT; APPENDIX A: BIBLIOGRAPHY; ITG RESOURCES 330 $aPotential 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! 606 $aBusiness enterprises$xComputer networks 606 $aIndustrial management 606 $aInformation technology$xManagement 608 $aElectronic books. 615 0$aBusiness enterprises$xComputer networks. 615 0$aIndustrial management. 615 0$aInformation technology$xManagement. 676 $a004.068 700 $aKunas$b Michael$0961617 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910452420703321 996 $aImplementing service quality based on ISO$92180165 997 $aUNINA LEADER 02182nas 2200589- 450 001 9910133719303321 005 20240111213018.0 035 $a(OCoLC)861189817 035 $a(CKB)3280000000038479 035 $a(CONSER)--2013230031 035 $a(EXLCZ)993280000000038479 100 $a20131021a20049999 -a- a 101 0 $aeng 135 $aur||||||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 00$aSchools and staffing survey$iSchool questionnaire 210 1$a[Washington, D.C.] :$cU.S. Department of Education, National Center for Education Statistics,$d2003?- 215 $a1 online resource 300 $aAt head of title: U.S. Department of Education, National Center for Education Statistics. 300 $a"Conducted by: U.S. Department of Commerce, Econonics and Statistics Administration, U.S. Census Bureau." 300 $a"Form SASS-3A." 300 $a"OMB no. 1850-0598." 311 $a2331-8511 517 1 $aSchool questionnaire 606 $aSchools$zUnited States$vForms$vPeriodicals 606 $aSchool employees$zUnited States$vForms$vPeriodicals 606 $aSchool management and organization$zUnited States$vForms$vPeriodicals 606 $aEducational surveys$zUnited States$vForms$vPeriodicals 606 $aEducational surveys$2fast$3(OCoLC)fst00903613 606 $aSchool employees$2fast$3(OCoLC)fst01107341 606 $aSchool management and organization$2fast$3(OCoLC)fst01107575 606 $aSchools$2fast$3(OCoLC)fst01107958 607 $aUnited States$2fast 608 $aBlank forms.$2fast 608 $aPeriodicals.$2fast 615 0$aSchools 615 0$aSchool employees 615 0$aSchool management and organization 615 0$aEducational surveys 615 7$aEducational surveys. 615 7$aSchool employees. 615 7$aSchool management and organization. 615 7$aSchools. 676 $a370 712 02$aNational Center for Education Statistics, 712 02$aU.S. Census Bureau, 906 $aJOURNAL 912 $a9910133719303321 996 $aSchools and staffing survey$92582770 997 $aUNINA LEADER 01330nam0 22003251i 450 001 UON00278333 005 20231205103826.360 100 $a20060608d1968 |0itac50 ba 101 $aita 102 $aIT 105 $a||||0 ||||| 200 1 $aGiannoniana$eautografi, manoscritti e documenti della fortuna di Pietro Giannone$fSergio Bertelli 205 $aMilano$gNapoli : R. 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