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[null,"1.","Record Nr.",null,"UNINA9910452420703321"]
[null,null,"Autore",null,"Kunas Michael"]
[null,null,"Titolo",null,"Implementing service quality based on ISO/IEC 20000 : a management guide / / Michael Kunas"]
[null,null,"Pubbl/distr/stampa",null,"Ely, Cambridgeshire : , : IT Governance Publishing, , [2012]"]
[{"$nulls":4},"©2012"]
[null,null,"ISBN",null,"1-299-46843-8"]
[{"$nulls":4},"1-84928-443-1"]
[null,null,"Edizione",null,"[Third edition.]"]
[null,null,"Descrizione fisica",null,"1 online resource (109 p.)"]
[null,null,"Disciplina",null,"004.068"]
[null,null,"Soggetti",null,"Business enterprises - Computer networks"]
[{"$nulls":4},"Industrial management"]
[{"$nulls":4},"Information technology - Management"]
[{"$nulls":4},"Electronic books."]
[null,null,"Lingua di pubblicazione",null,"Inglese"]
[null,null,"Formato",null,"Materiale a stampa"]
[null,null,null,"Livello bibliografico","Monografia"]
[null,null,null,"Note generali","Description based upon print version of record."]
[null,null,null,"Nota di bibliografia","Includes bibliographical resources."]
[null,null,"Nota di contenuto",null,"FOREWORD; PREFACE; ABOUT THE AUTHOR; ACKNOWLEDGEMENTS; CONTENTS; INTRODUCTION; CHAPTER 1: INTRODUCTION TO ISO/IEC 20000; What are the benefits of implementing and certifying according to ISO/IEC 20000?; CHAPTER 2: SERVICE QUALITY AND ISO/IEC 20000; What is quality?; CHAPTER 3: THE ISO/IEC 20000 FAMILY AND EMERGING RELATED STANDARDS; ISO/IEC 20000-1:2011; ISO/IEC 20000-2:2012; ISO/IEC 20000-3:2012; ISO/IEC TR 20000-4:2010; ISO/IEC TR 20000-5:2010; ISO/IEC 20000-7; ISO/IEC 20000-10; ISO/IEC 20000-11; ISO/IEC 15504-8:2010; ISO/IEC 90006; ISO/IEC 27013; ISO/IEC 19770"]
[{"$nulls":4},"CHAPTER 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"]
[{"$nulls":4},"Design and development of new or changed servicesTransition of new "]
[{"$nulls":4},"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"]
[{"$nulls":4},"Change managementRelease management; CHAPTER 14: PREPARING FOR THE AUDIT; APPENDIX A: BIBLIOGRAPHY; ITG RESOURCES"]
[null,null,null,"Sommario/riassunto","Potential customers will look for suppliers with ISO/IEC 20000 certification, seeking the reassurance it provides. This book will guide you through implementation and certification. Your streamlined management processes will enable you to offer first-class customer service at competitive prices. The impact on your profit margins is clear!"]
[null,"2.","Record Nr.",null,"UNIORUON00278333"]
[null,null,"Autore",null,"BERTELLI, Sergio"]
[null,null,"Titolo",null,"Giannoniana : autografi, manoscritti e documenti della fortuna di Pietro Giannone / Sergio Bertelli"]
[null,null,"Pubbl/distr/stampa",null,"XXI, 598 p. ; 24 cm"]
[null,null,"Edizione",null,"[Milano]"]
[null,null,"Descrizione fisica",null,"N. 162 dell'ed. di 600 esempl. num."]
[null,null,"Disciplina",null,"907.202"]
[null,null,"Soggetti",null,"GIANNONE PIETRO - Autobiografia"]
[{"$nulls":4},"GIANNONE PIETRO - Opere - Edizioni"]
[null,null,"Lingua di pubblicazione",null,"Italiano"]
[null,null,"Formato",null,"Materiale a stampa"]
[null,null,null,"Livello bibliografico","Monografia"]