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Implementing service quality based on ISO/IEC 20000 : a management guide, third edition /
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...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Ely, Cambridgeshire, United Kingdom :
IT Governance Publishing,
2012.
|
| Edición: | Third edition. |
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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| 100 | 1 | |a Kunas, Michael, |e author. | |
| 245 | 1 | 0 | |a Implementing service quality based on ISO/IEC 20000 : |b a management guide, third edition / |c Michael Kunas. |
| 246 | 3 | 0 | |a Service quality based on ISO/IEC 20000 |
| 250 | |a Third edition. | ||
| 264 | 1 | |a Ely, Cambridgeshire, United Kingdom : |b IT Governance Publishing, |c 2012. | |
| 264 | 4 | |c ©2012 | |
| 300 | |a 1 online resource (109 pages) | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
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| 504 | |a Includes bibliographical references. | ||
| 588 | 0 | |a Online resource; title from PDF title page (Jstor, viewed April 4, 2018). | |
| 520 | |a 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! | ||
| 505 | 0 | |a Introduction to ISO/IEC 20000 -- Service quality and ISO/IEC 20000 -- The ISO/IEC 20000 family and emerging related standards -- Frameworks and management system integration -- Requirements for a service management system -- Scope definition -- Gap analysis -- Planning and implementing service management -- Design and transition of new or changed services -- Service delivery processes -- Relationship processes -- Resolution processes -- Control processes -- Preparing for the audit. | |
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| 650 | 0 | |a Information technology |x Management. | |
| 650 | 0 | |a Business enterprises |x Information technology |x Management. | |
| 650 | 0 | |a Information technology |x Management |x Standards. | |
| 650 | 0 | |a Computer service industry |x Management |x Standards. | |
| 650 | 0 | |a Customer services |x Management |x Standards. | |
| 650 | 6 | |a Technologie de l'information |x Gestion. | |
| 650 | 6 | |a Entreprises |x Technologie de l'information |x Gestion. | |
| 650 | 6 | |a Services informatiques |x Gestion |x Normes. | |
| 650 | 6 | |a Service à la clientèle |x Gestion |x Normes. | |
| 650 | 7 | |a COMPUTERS |x General. |2 bisacsh | |
| 650 | 7 | |a Information technology |x Management |x Standards |2 fast | |
| 650 | 7 | |a Information technology |x Management |2 fast | |
| 776 | 0 | 8 | |i Print version: |a Kunas, Michael. |t Implementing service quality based on ISO/IEC 20000. |b Third edition. |d Ely, Cambridgeshire, UK : IT Governance Publishing, 2012 |z 9781849284424 |w (OCoLC)821267826 |
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