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100   $a20120720d2013      uy             0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 10$aIntegrated measurement-- KPIs and metrics for ITSM $ea narrative account /$fDaniel McLean
210  1$aEly, Cambridgeshire :$cIT Governance Publishing,$d2013.
215   $a1 online resource (175 p.)
300   $aDescription based upon print version of record.
311   $a1-84928-383-4 
311   $a1-299-82297-5 
327   $aPreface; 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 Free
327   $aChapter 14: Long GoodbyesITG Resources; Other Websites; Toolkits; Training Services; Professional Services and Consultancy; Publishing Services; Newsletter
330   $aDesigned 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.
606   $aPerformance technology
606   $aPerformance standards
606   $aInformation technology$xManagement
606   $aInformation technology$xQuality control
615  0$aPerformance technology.
615  0$aPerformance standards.
615  0$aInformation technology$xManagement.
615  0$aInformation technology$xQuality control.
676   $a658.4/013
700   $aMcLean$b Daniel$c(ITSM Consultant)$01468835
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910790411603321
996   $aIntegrated measurement-- KPIs and metrics for ITSM$93680186
997   $aUNINA