Peter Brooks, itSMF - The IT Service Management Forum, Jan Van Bon, Tieneke Verheijen
This book considers the design and implementation of metrics in service organizations using industry standard frameworks. It uses the ITIL process structure and many principles from the ITIL and ISO20000 (BS15000) as a basis.
This book considers the design and implementation of metrics in service organizations using industry standard frameworks. It uses the ITIL process str...
