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200 10$aWorld class IT service delivery /$fPeter Wheatcroft
205   $a1st edition
210   $aSwindon, U.K. $cBCS$d2007
215   $a1 online resource (184 p.)
300   $aDescription based upon print version of record.
311   $a1-902505-82-4 
320   $aIncludes bibliographical references (p. 159) and index.
327   $aCopyright; 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 Cover
330   $aThis 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.
517 3 $aWorld class information technology service delivery
606   $aInformation technology$xManagement
606   $aComputer technical support
606   $aComputer service industry
615  0$aInformation technology$xManagement.
615  0$aComputer technical support.
615  0$aComputer service industry.
676   $a004.24
700   $aWheatcroft$b Peter$0915179
712 02$aBritish Computer Society.
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906   $aBOOK
912   $a9910140009603321
996   $aWorld class IT service delivery$92315625
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